The OpportunityThe Smart Operations Lead provides day-to-day functional leadership and delivery coordination for the Smart Operations team. The role turns strategy into prioritized, executable work and ensures initiatives deliver measurable improvements in reliability, efficiency, cost, and user experience.
Working across technology operations, architecture, security, data, service management, and delivery partners, the Lead advances reusable capabilities in automation, orchestration, observability, operational analytics, AIOps, ServiceNow, and CMDB/CSDM.
The role brings greater predictability to delivery by establishing clear priorities, ownership, milestones, and visibility into risks and dependencies. Through this work, the Lead will drive measurable improvements in reliability, restoration time, productivity, automation, cost efficiency, and user experience, while advancing reusable enterprise capabilities that reduce duplication and support greater consistency across the organization. Solutions will be designed to be secure, resilient, supportable, and backed by clear lifecycle ownership.
What you'll do- Translate the Smart Operations roadmap into a prioritized backlog, delivery plans, milestones, and measurable outcomes
- Establish a consistent operating rhythm for planning, delivery reviews, risk management, demonstrations, retrospectives, and value reporting
- Maintain transparency into initiative health, capacity, dependencies, costs, risks, decisions, and expected benefits
- Coordinate employees, contractors, partners, service owners, and contributing technology teams; resolve issues and escalate material concerns
- Identify high-value opportunities to redesign, standardize, automate, consolidate, or retire operational work
- Translate operational pain points and recurring failure patterns into scalable use cases and reusable capabilities
- Advance automation, orchestration, observability, event management, operational analytics, AIOps, ServiceNow, and CMDB/CSDM integration
- Ensure solutions include appropriate security, testing, monitoring, documentation, exception handling, support ownership, and responsible AI controls
- Define baselines and measures for reliability, incidents, restoration time, manual effort eliminated, automation success, adoption, productivity, cost, and realized benefits
- Provide decision-ready reporting and use operational data to identify risks, recurring issues, and further opportunities
- Provide functional leadership, coaching, work coordination, and delivery feedback without formal direct-report accountability
- Apply enterprise architecture, security, resilience, privacy, data, change, and operational-readiness requirements throughout delivery
- Coordinate vendor and managed-service delivery, including quality, documentation, knowledge transfer, commercial obligations, and escalation of material issues
- Prioritize and sequence work within the approved roadmap and available capacity
- Set practical delivery methods, engineering practices, documentation standards, and quality expectations
- Recommend whether opportunities should be redesigned, automated, standardized, purchased, built internally, delivered with a partner, or retired
- Assess readiness for pilot, production, operational transition, and broader adoption
- Escalate material delivery, people, risk, or commercial issues to the Senior Manager
Minimum Qualifications - Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or a related field, or equivalent relevant experience
- 6+ years of progressive experience in technology operations, service management, automation, observability, platform engineering, software delivery, infrastructure operations, or enterprise transformation
- Three or more years leading technical initiatives, workstreams, delivery teams, or cross-functional groups
Preferred Qualifications- Demonstrated ability to translate strategy and operational needs into executable plans, measurable outcomes, and sustainable operational capabilities
- Experience improving operations through automation, orchestration, observability, event management, operational analytics, AIOps, ITSM, ServiceNow, or CMDB/CSDM
- Strong planning, prioritization, facilitation, stakeholder management, coaching, problem-solving, and communication skills
- Ability to lead through influence, manage multiple priorities and dependencies, and communicate technical risks and trade-offs clearly
- Sufficient technical breadth to work credibly with architects, engineers, operations teams, service owners, delivery professionals, and vendors
- Experience coordinating vendors, systems integrators, outsourced services, or managed-service providers
- Experience in energy, utilities, critical infrastructure, or another regulated industry
- Experience with enterprise ServiceNow and practices such as ITIL, Agile, DevOps, Lean, SRE, or continuous improvement
- Relevant credentials in service management, cloud, automation, Agile, project or product management, Lean, SRE, or technology architecture
To remain competitive, support our high-performance culture and allow for more flexibility in the way we work, we offer a hybrid work model and flexible dress code for our eligible office-based workforce in Canada, the U.S. and Mexico.
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