Directeur des Opérations in Laval

Clients need a single point of contact who understands hardware, not just a relationship manager who has to relay every technical question. Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture. Tickets get lost between technical and commercial teams — this role closes that gap. We are scaling and need a manager who can build process while staying hands-on with clients.

This Information Technology company in Montreal is looking for a System Administrator (Infra). Hybrid (Montreal Office / Data Center / Remote). Equipment provided by the client.

Key Responsibilities

• Client Ownership
  • Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle.
  • Lead client onboarding, scoping calls, and technical review meetings.
  • Translate client requirements into actionable work orders and internal tickets.
  • Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs.
  • Build long-term relationships that reduce churn and increase account expansion.
• Project & Ticket Management
  • Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform.
  • Create, assign, prioritize, and close tickets with clear documentation at every stage.
  • Track multi-workstream projects across planning, procurement, deployment, and sign-off.
  • Identify blockers early and coordinate cross-functional resolution without escalating everything upward.
  • Maintain a live project dashboard that clients and internal stakeholders can rely on.
• Datacenter & Technical Operations
  • Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling.
  • Review and validate work orders for technical accuracy before client-facing delivery.
  • Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics.
  • Ensure adherence to datacenter safety, change management, and access protocols.
  • Provide technical guidance to junior technicians and contractors on-site.
• Budget & Commercial Oversight
  • Track project budgets, flag overruns, and submit change orders when scope shifts.
  • Review vendor invoices and validate against approved work orders.
  • Assist in preparing quotes and SOWs for new client engagements.
  • Maintain procurement records and ensure contract compliance for hardware and services.
• Team Management
  • Manage a team of technicians and/or project coordinators remotely that work onsite.
  • Set weekly priorities, conduct 1:1s, and run shift/resource planning.
  • Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes.
  • Identify skill gaps and work with leadership on training and hiring plans.

Required Qualifications

• 3+ years of experience in datacenter operations, technical infrastructure, or a closely related field.
• Direct client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure.
• Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations.
• Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent.
• Experience owning project budgets, SOWs, or vendor purchase orders.
• Proven ability to manage and develop a small technical team.
• Strong written and verbal communication — you write tickets, emails, and client reports that are clear the first time.

Preferred Qualifications

• Experience in a managed services, colocation, or cloud infrastructure environment.
• Familiarity with DCIM tools, asset management systems, or CMDB platforms.
• Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects).
• Exposure to ITIL practices or formal change management processes.