Job Title

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 dont 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