Manager, Infrastructure & Client Services

Trans Mountain Corporation operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state.

Trans Mountain also operates a state-of-the-art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets.  

As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system. 

With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world-class system for oil transport, developed to Canada’s high standards within one of the most stringent regulatory regimes in the world, creating long-term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled-worker capacity building in communities and Indigenous groups.

Our Core Values

Trans Mountain’s core values – Safety, Integrity, Respect and Excellence – guide our every step. Each obstacle we’ve overcome or success we’ve experienced has been the result of a shared commitment to living these values every day. Together, we’re focused on doing the right thing for each other and our communities. If you are looking for an opportunity to apply your strengths in an environment that encourages Safety, Integrity, Respect, and Excellence, we invite you to explore this opportunity with us!

Location: Calgary Head Office                          

Department: IT Technical Services             

Reports to: Director, Cyber Security         

Worker Type: Employee

Schedule Type: Full-time

Work Setting: In-office

Trans Mountain is seeking a collaborative, motivated, and values driven individual to join our dynamic team as Manager, Infrastructure & Client Services. In this position, you will play a key role in being accountable for deploying, maintaining and evolving core technology platforms and information assets to meet all operating requirements, while delivering unsurpassed end user technology support.

Key Responsibilities

• Modernize core infrastructure (server, storage, network and cloud) to deliver secure, scalable and resilient solutions that enable business outcomes.
• Identify and prioritize improvement opportunities that deliver business value and reliable core services while developing and executing asset and technology lifecycle plans and owning the roadmap for core systems, including solutions that support pipeline operations.
• Continuously assess the environment and identify and remediate gaps in technology, processes and capabilities.
• Provide overall leadership to the Infrastructure and Client Services teams by creating a high-performing, accountable organization through mentorship, clear expectations, and the structure and resources needed to deliver consistent operational performance and service excellence.
• Provide leadership on foundational capabilities required to operate functional areas.
• Lead the Client Services team, ensuring that Service Desk, Deskside Support and Field Support provide the business with value.
• Ensure an unsurpassed customer experience with resulting feedback metrics.
• Create required data analysis, processes and systems to ensure peak performance and continuous improvement.
• Standardize user experience across devices, meeting rooms and support channels.
• Enhance backup and recovery capabilities to align with leadership expectations.
• Update, maintain and test the IT Disaster Recovery Plan, and execute annual tabletop exercises.
• Contribute to the company Business Continuity Plan and Emergency Management requirements and ensure technology solutions meet cyber security standards and regulatory requirements.
• Work closely with business partners to understand business needs and future capabilities required; work with architecture team to design solutions that meet the business needs.
• Manage project managers to ensure projects are delivered on time and at budget, while ensuring effective transition to operations of projects.
• Document and enhance foundational processes to operate Infrastructure and Client Services area, with a focus on core business services.
• Ensure processes are effective, meet organizational and leadership expectations, enable compliance with relevant policies and regulatory requirements, and support process maturity through the continued integration of ITIL and other key framework principles into daily operations.
• Establish key performance indicators (KPIs) and key risk indicators (KRIs) to improve visibility in the area’s work and identify and reduce risks that could impact the company and team.
• Build relationships with key vendors to enable strong partnerships, and ensure managed services meet contractual requirements, value expectations and established service level agreements.
• Embed ITIL-aligned processes (incident, problem, change, knowledge) within daily operations and train teams on best practices, ensuring processes are followed and well understood.

Qualifications and Professional Experience

• Post-secondary education in Information technology, computing science or computer engineering, or related discipline.
• Preferred certifications include ITIL Foundation or higher, PMP, SIAM, or Lean IT.
• A minimum of 10 years progressive experience, with at least 3+ years in a people management or senior supervisory role with accountability for team performance and delivery.
• Core infrastructure expertise, including networks, servers, operating systems, architecture, storage, cloud, and operational technology (OT).
• Working knowledge of ITIL principles and the ability to apply ITIL practices effectively.
• Experience with Microsoft technologies, including M365, Azure, Active Directory, Windows, and Windows Server.
• Experience with ServiceNow and reporting tools.
• Familiarity with Tanium.
• Experience supporting Service Desk and deskside operations.
• Knowledge of project delivery methodologies and frameworks.
• Experience with disaster recovery and business continuity planning, testing, and execution.
• A supportive and collaborative leader with strong people management skills, who values mentoring and coaching to build high-performing teams, communicates with empathy and clarity in challenging situations, and adapts with agility as business needs evolve.
• Demonstrated ability to work effectively with colleagues and stakeholders from a variety of backgrounds and levels across the organization.
• Excellent communication skills, with the ability to convey information clearly, respectfully and professionally.
• Highly organized, with the ability to prioritize work, meet deadlines, and maintain strong attention to detail in fast-paced settings.
• Commitment to inclusive practices and a willingness to contribute positively to a collaborative and supportive workplace culture.

Working Conditions

• Willingness and ability to travel as required.
• May need to provide support outside of regular business hours and/or on the weekend.

Application

Candidates may submit their application in English or French. To apply in French, please use our French careers site: Careers (French)

At Trans Mountain, we believe in an inclusive, accessible, and barrier free recruitment and selection process for all applicants. If you require an accommodation at any point in the process, please contact us at: Talent@transmountain.com or the designated Talent Acquisition Advisor. Accomodation requests will not affect the assessment of your application or candidacy or the designated Talent Acquisition Advisor. Accomodation requests will not affect the assessment of your application or candidacy.

We Build Careers and Pipelines That Last

Our story is about determination, resourcefulness and resilience. It’s about charting our own course, finding innovative solutions to challenging problems and doing the right thing. It was true when Trans Mountain became a company in 1951 and it’s just as true today. We welcome new members to our team that embrace the qualities in our story, that thrive on the new path and directions we take.  Our culture is one of care and taking our responsibilities seriously. If you would like to contribute to our culture, then join our journey.

A Rewarding Opportunity

We offer:

• Valuable experience providing opportunity for professional development and career advancement;
• An opportunity to engage with and learn from some of the most talented and experienced people in the business;
• Competitive compensation;
• Comprehensive benefits programs including flexible benefits, pension and savings plans;
• A place to share a sense of purpose and build relationships;
• Meaningful work that makes a difference;
• An opportunity within the Canadian energy industry.

We value:

• The health, safety and wellness of everyone working in our company;
• Meaningful participation from Indigenous and local communities;
• The commitment and resilience of our people;
• Collaboration and achieving success together. 

In keeping with Trans Mountain’s commitment to maximize benefits for communities, priority will be given to qualified candidates from Indigenous, local and regional communities along the Trans Mountain pipeline corridor.

In Alberta, the pipeline system spans the traditional territories of Treaty 6, 7 and 8, and the Métis Nation of Alberta (Zone 4).

In British Columbia, the system crosses the traditional territories of numerous First Nations that are affiliated with the Secwepemc, Dakelh (Carrier), Nlaka'pamux, Syilx/Okanagan, Interior and Coast Salish, Stó:lo, as well as the Métis.

Trans Mountain also operates through 15 First Nation Reserves located within the region spanning the BC interior through Fraser Valley.

Our Commitment to Inclusion, Diversity, Equity and Accessibility (IDEA)

Trans Mountain is committed to fostering inclusion, diversity, equity and accessibility.  The diverse viewpoints and cultural knowledge that our employees bring to work enrich our organization’s collective cultural understanding, which is reflected in the work we do every day.  We strive to create an environment that is free of barriers to promote full participation in the workplace. Trans Mountain welcomes new team members from traditionally underrepresented groups, including but not limited to women, Indigenous Peoples, members of racialized groups, persons with disabilities and members of the 2SLGBTQI+ community.