Lead technical operations and support strategy, ensuring system reliability and customer satisfaction. Manage global teams, improve processes, and collaborate across departments.
VP, Technical Operations & Support – based in Markham, ON
Accommodations Plus International (API) is the global leader in crew accommodation and travel logistics, powering over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.
We are seeking a Vice President of Technical Operations & Support who will be responsible for the seamless, secure, and reliable support of our mission-critical software applications and employee systems. This leader will drive the strategy and execution of all technical operations (application support, incident management, company and employee systems support) and technical support functions (Customer Support, L2/L3 support teams). The core objective is to ensure optimal system performance and superior customer and employee satisfaction and retention, leveraging data-driven insights and a culture of continuous improvement.
Key Responsibilities
Accommodations Plus International (API) is the global leader in crew accommodation and travel logistics, powering over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.
We are seeking a Vice President of Technical Operations & Support who will be responsible for the seamless, secure, and reliable support of our mission-critical software applications and employee systems. This leader will drive the strategy and execution of all technical operations (application support, incident management, company and employee systems support) and technical support functions (Customer Support, L2/L3 support teams). The core objective is to ensure optimal system performance and superior customer and employee satisfaction and retention, leveraging data-driven insights and a culture of continuous improvement.
Key Responsibilities
- Strategic Leadership: Develop and execute a comprehensive technology operations and support strategy that aligns with overall business goals and objectives.
- Operational Excellence & Reliability: Oversee the design, planning, implementation, and maintenance of support systems and tools to automate and make effective our tech ops and support processes using tools such as Jira Service Management.
- Customer Support & Experience: Define and implement world-class incident management and customer support strategies and service level agreements (SLAs), ensuring high customer satisfaction and retention for our mission-critical applications.
- Team Management & Development: Build, mentor, and lead high-performing, globally located level one, level two and incident management support teams, fostering a culture of accountability, responsiveness and technical growth.
- Process Improvement: Drive continuous improvement of our products and processes via thorough RCA analyses, implementing best practices and frameworks such as ITIL for IT Service Management (ITSM).
- Operational Excellence: Enforce Service Level Objectives (SLOs) and key Performance Indicators (KPIs) for API’s applications, leading incident management, post-mortems, and proactive measures to ensure 24/7 reliability, effectiveness, and performance.
- Cross Team Collaboration: Partner with infrastructure and application engineering, product, and business leaders to ensure product stability and employee systems meet and exceed business and client needs.
- A Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field is required; a Master's degree (MBA or related field) is highly preferred.
- 10+ years of progressive experience in IT operations, systems administration, and/or technical support, with at least 5 years in a senior leadership/executive role.
- Deep experience with employee enablement tools including Microsoft suite of employee enablement products such as 365, Entra, Teams and others.
- Proven track record of managing globally distributed technical teams within a SaaS or enterprise software environment.
- Extensive experience with cloud computing and infrastructure management.
- Exceptional leadership, problem-solving, and decision-making abilities.
- Strong strategic thinking and project management skills.
- Excellent communication skills, with the ability to convey complex technical information to non-technical stakeholders and executive leadership.
- Deep understanding of enterprise architecture, system design, and software development lifecycle principles.
- Familiarity with ITSM platforms and data analytics tools for performance monitoring.
Compensation:
The good faith compensation for this position is $180,000 - 200,000 CAD, commensurate with experience.
The good faith compensation for this position is $180,000 - 200,000 CAD, commensurate with experience.
Top Skills
Cloud Computing
Data Analytics Tools
Enterprise Software
Itil
Jira Service Management
Microsoft 365
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