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National Manager IM/IT Operations

Canadian Forces Morale and Welfare Services - CFMWS

This is a Contract position in Ottawa, ON posted January 23, 2023.


The Canadian Forces Morale and Welfare Services (CFMWS) supports the Canadian Armed Forces members and their families wherever they are in the world through the provision of fitness, recreation and leisure activities, family and charitable support, retail as well as personal financial services. We offer our employees the opportunity to work with a purpose every day in an inclusive, healthy, respectful and rewarding work environment.


The National Manager IM/IT Operations leads Systems/Application/Support teams in delivering on day-to-day operational activities supporting administrative and mission critical systems. They lead and establish key support processes and operating procedures that will span across all support teams. They lead and monitor performance to ensure client satisfaction, teams are delivering quality service, and incidents/requests are resolved within defined Service Level Agreements (SLAs). They lead the development and implementation of support models including defining SLAs, report on metrics, and development of improvement plans. They also lead and oversee project resource management and project deliverables that impact the support teams under their leadership.


Education, Certifications and Licenses

College diploma or certificate in Information Technology, Computer Science, or in a related field AND some years of management experience in Information Management and Information Technology or in a related field


  • In planning, managing, evaluating and advancing IM/IT support services, including helpdesk services
  • In planning, managing, evaluating and advancing IM/IT network, systems, data and applications services including Cloud IaaS technologies
  • In the implementation of framework for continuous measurement and reporting
  • In configuration, deployment and support of enterprise-wide systems and applications
  • In end-to-end solution design and architecture
  • In systems and technical architecture and design
  • In crisis management
  • In personnel administration
  • In leading multi-discipline teams
  • In budget administration
  • In strategic planning and developing infrastructure, systems, and application roadmaps
  • In project management
  • In Key Performance Indicator (KPI), Service Level Agreement (SLA), and metrics reporting

Competencies, Skills and Abilities

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.


English or French Essential, Bilingual an asset

Reading: Advanced

Writing: Functional

Oral: Advanced


Health Benefits: Drug coverage, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training.

Perks: Discounts through CF One Member Appreciation.


Salary: $112,510- $140,640 CAD Per Year

  • This position has an assigned location and may allow flexible work options such as remote or hybrid work, but the employee must be able to report to the assigned work location at their own cost if required. Remote work may be required depending on health and safety considerations.
  • The selection process will be done virtually.
  • This position is a two-year term.


01 March 2023


CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of the communities in which we live. Accommodations are available to all candidates identifying a need during all or any parts of the selection process.