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IT Manager, Customer Experience

We are Systematix and we are looking for atalented IT Manager, Customer Experienceto fill a permanent fulltime position with one of our key clientele in the Toronto/GTA area.


Partnering with the Customer Experience Group, which entails the following teams: Sales, Marketing, Customer Service, Estimating, Graphics and Design,you will lead a team of individuals to execute projects, day-to-day IT operations, develop tools and processes to drive operational effectiveness, enhancements, manage customer’s needs, and leveragedata to obtain insights for decision making.


  • Managing IT staff by overseeing, directing, recruiting, staffing training/coaching and personal development of employees
  • Meets with staff to identify and resolve problems; assigns work activities, projects, and programs; monitors workflow; reviews and evaluates work products, methods, and procedures
  • Develop a team of diverse and inclusive professionals
  • Provide guidance on project approach and execution pertaining to CX-driven projects
  • Work cross-functionally to gain buy-in from various groups across the organization, guiding them through new tools and adjusting based on their feedback
  • Engage as needed, any business-related projects, initiatives, or support consultations
  • Work as a member of the IT Leadership team to deliver IT and Corporate Strategies
  • Ensure overall stability, availability, functionality, and reliability of applications
  • Provide user support and resolve IT incidents
  • Ensure appropriate IT toolsets are utilized throughout the organization
  • Deliver excellent customer service, maintain high quality, professional, service levels
  • Upgrade and continuously evolve technology systems through individual knowledge of emerging technologies
  • Maintain, follow, and enhance as necessary, any appropriate SOPs and related Policies for the IT department
  • Continuously monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures and identifies opportunities for improvement
  • Prioritizes and allocates available resources; reviews and evaluates software, hardware, and service delivery; makes recommendations for improvement and ensures effective service provision
  • Performs departmental and organization-wide systems analysis and recommends appropriate solutions for process improvements, office automation, data processing, communications, and other opportunities
  • Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology and research emerging products and enhancements
  • Support with disaster recovery plans and procedures
  • Drives documentation and reviews that describes installation and operating procedures


  • University or College degree with a technical major in Computer Science, Information Technology, Information Systems, or Engineering
  • 5+ years of experience in gathering functional and non-functional requirements for business / enterprise workflows
  • 5+ years of progressively senior level experience in applications and development support in a medium to large organization
  • 5+ years overseeing the direction, development, and implementation of software solutions (Inhouse & COTS)
  • People-focused and service-oriented IT leader
  • Proven experience in strategic planning, agile project management, and SDLC
  • Experience with systems design and development from business requirements analysis through to day-to-day management
  • Demonstrated ability to apply IT in solving business problems.
  • A strong working background in the ability to synthesize complex information and break down big concepts into smaller pieces
  • Experience in the ability to make prioritization calls to get the most critical things done and put aside non-important or low value items
  • Experienced in working, collaborating, and creating a positive experience for internal business partners, and what would make their lives easier
  • Experience creating diagrams and documenting workflows
  • Being able to pivot quickly will be an asset, as you will need to leverage your critical thinking skills to digest new information quickly and make strategic decisions.
  • Lead communications and change management activities across multiple stakeholders
  • Determines and recommends solutions to management and end users on courses of action that best meet the organization's needs and aligned to the goals
  • Must have excellent verbal and written communications skills
  • A creative and innovative individual, with the ability to simplify, communicate and promote ideas across the organization
  • A team-oriented, assertive personal style; highly developed interpersonal skills, adept as an influencer and negotiator
  • Project management skills: ability to prioritize multiple projects and adjust workload accordingly
  • An out of the box thinker, who will tackle issues with a risk-based approach, work effectively under stress, and loves a challenge
  • Nice to have Certifications: ITIL, PMP, TOGAF, SAFe


This is a fulltime permanent positionlocated in the east end of Toronto involving a hybrid model of remote and onsite work.


  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Vision care


If you are interested in finding out more, please contact us or submit your resume Or, if you know someone who meets these qualifications, please forward this assignment opportunity to them.


Systematix is one of Canada’s largest privately-owned National Consulting and Resourcing firms. With offices across North America we provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and private industry sectors.

Systematix is committed to creating a diverse, inclusive environment and is proud to be anequal opportunity employer.

At Systematix, we bring people and projects together!


Job: IT Manager, Customer Experience

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