Description

This role is available to anyone in Canada

About Us

We are a specialized Managed IT Services Provider focused exclusively on hotels.

Hotels operate 24/7. Technology problems don’t follow business hours.

Our job is to keep hotel IT running quietly in the background so teams can focus on guests, not systems.

We support mission-critical hotel environments (PMS, POS, networks, Wi-Fi, security, vendors) and are building a scalable, national platform. We are looking for an Operations Manager to run the day-to-day engine of the company.

The Role (Why This Exists)

This role exists to own operations so nothing falls through the cracks.

You will run:

  • Service flow
  • Client communication
  • Vendor coordination
  • Purchasing
  • Onboarding and internal documentation

You are not a senior technician.

You are the person who makes the system work.

What You Will OwnService Operations

  • Own the daily ticket queue and service flow
  • Ensure all tickets are acknowledged within 15 minutes
  • Route issues correctly (Tier 1, Tier 2, vendor)
  • Track SLAs and escalate risks early
  • Ensure no ticket goes unowned or stalled

Client & Incident Communication

  • Be the calm, professional point of contact for hotels
  • Provide proactive updates during incidents
  • Translate technical issues into clear business language
  • Send post-incident summaries when needed

Purchasing & Vendor Management

  • Own all purchasing workflows (hardware, licenses, renewals)
  • Maintain approved vendor and product lists
  • Track pricing, lead times, warranties, and renewals
  • Coordinate ordering, delivery, and deployment
  • Prevent one-off, non-standard purchases
  • Protect margins and consistency

Onboarding, SOPs & Documentation

  • Manage new hotel onboarding checklists
  • Turn existing knowledge into clear documentation
  • Create and maintain SOPs and operational playbooks
  • Ensure documentation stays current as we grow
  • Make the business runnable without tribal knowledge

Reporting & Improvement

  • Produce simple monthly service summaries
  • Track recurring issues and vendor performance
  • Identify operational bottlenecks
  • Recommend process improvements

What You Will NOT Be Doing

  • Deep technical engineering
  • Server/network architecture
  • Writing scripts or configuring systems

You coordinate. Others execute.

Who This Role Is For

This role is ideal for someone with experience in:

  • MSP operations / service coordination
  • Hotel operations or hospitality management
  • Technical project management with purchasing responsibility

Hospitality experience is a strong plus.

Traits That Matter (Non-Negotiable)

  • Extremely organized
  • Calm under pressure
  • Clear written and verbal communication
  • Comfortable chasing vendors and enforcing standards
  • Takes ownership and follows through
  • Thinks in systems, not heroics

What Success Looks Like

  • Clients feel informed and supported
  • Service feels predictable, not reactive
  • Purchasing is controlled and consistent
  • Documentation exists and is usable
  • The founder is no longer the bottleneck
  • The company can grow without chaos

How to Apply

Send:

  • A short introduction
  • Your resume
  • A brief explanation of why this role fits you