AltaGas - Senior Manager, Service Operations

Job Description

AltaGas - Senior Manager, Service Operations

The Senior Manager, Service Operations, is responsible for overseeing the end‑to‑end performance, governance, and financial stewardship of Digital infrastructure and service operations across the enterprise. This role provides strategic direction for outsourced and managed service partners, ensuring that all operational services related to hosting infrastructure and networks are delivered reliably, efficiently, and in alignment with contractual obligations, service‑level agreements (SLAs), and business expectations.

This role oversees service level performance, operational governance, and the operational relationship with internal teams and external Managed Service Providers (MSPs).

The Senior Manager leads service performance management, vendor governance, operational maturity, and continuous improvement initiatives for core Digital Infrastructure, while owning the operational budget, forecasting, contract financials, and cost optimization strategies. This role partners closely with technology towers, cybersecurity, finance, procurement, and architecture to ensure service delivery excellence and operational resilience.

You will:

• Lead the overall service operations function, ensuring the stability and performance of all infrastructure operational services.
• Ensure operational practices are standardized, measurable, and continuously improved across the organization.
• Provide oversight of all managed service providers (MSPs) delivering operational services.
• Ensure MSPs meet or exceed SLA, KPI, and contractual commitments across service towers (infrastructure, hosting, network, etc.).
• Manage escalations and coordinate cross‑functional response during high‑severity incidents involving vendor‑delivered services.
• Partner with procurement and legal teams on contract negotiations, renewals, SOW definitions, and vendor compliance activities.
• Drive alignment between internal teams and external providers to ensure clear service boundaries, ownership, and accountability.
• Own the operating budget for service operations, including managed services, staffing, tools, and operational programs.
• Identify and execute cost‑optimization opportunities through contract renegotiation, consumption reviews, vendor consolidation, tooling rationalization, and operational efficiencies.
• Ensure services remain financially sustainable while supporting growth and modernization.
• Lead and mentor the Infrastructure Hosting and Network managers
• Collaborate closely with cybersecurity, architecture, and application teams.
• Promote a culture of accountability, learning, and operational discipline.

You have:

• Bachelor's Degree on technology field (Computer, Engineering, Science, etc.)
• 10+ Years in an infrastructure/cloud operations leadership role and 5+ Years supervisory experience required          
• Proven experience managing large-scale outsourced service environments and global MSPs.
• Strong understanding of ITIL frameworks and IT service management (ITSM) practices.
• Experience overseeing enterprise‑scale operational services: infrastructure, network, etc.
• Ability to interpret and enforce complex vendor contracts and operational SLAs.
• Strong financial acumen, including budgeting, forecasting, and operational cost optimization.
• Exceptional communication, negotiation, and relationship‑building skills.
• Strong analytical and problem‑solving capability.
• Strong Influential relationship management skills with stakeholders, senior management, colleagues, and external service providers
• Coordination, negotiation, and persuasion skills

#LI-KG!

For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.