Application Maintenance Services Lead

Application Maintenance Services Lead

Winnipeg, MB

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! We are a leader among energy companies in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that champions safety, supports innovation, and delivers on our commitment to customer service - while actively fostering a diverse, equitable, and inclusive workplace reflective of the communities we serve.

Great Benefits

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support a balanced approach to work, family life and community.

Position Overview:

Under the general direction of the Manager, Enterprise Information Systems Department, the Application Maintenance Services Lead will oversee and govern the Managed Services Provider(s) (MSP) accountable for day-to-day application operations, maintenance, and support.

The role ensures reliable, secure, and high-availability service delivery across many of Manitoba Hydro's computer systems/applications.

The Application Maintenance Services Lead is responsible for leading vendor performance and service delivery outcomes by defining expectations, directing work through contracts and service level agreements (SLAs), monitoring performance through key performance indicators (KPIs), and driving continuous improvement and operational risk reduction.

In addition to MSP oversight, the position provides leadership and supervision to a team of internal application support specialists, systems analysts, and systems developers. This includes coordinating internal activities with MSP services, supporting incident response, and maintaining operational standards and practices needed to support application environments.

Responsibilities:

• Serve as the primary liaison with the Managed Services Provider(s) (MSP), setting operational expectations, coordinating work plans, and conducting regular performance reviews.
• In partnership with the D&T Value Management Office, administer the MSP contract, including scope management, financial oversight, and change control to ensure value delivery.
• Direct MSP work to meet operational priorities and ensure the provider(s) is equipped with required access, documentation, tools, and knowledge transfer to support the application portfolio.
• Lead continuous improvement initiatives with internal teams together with the MSP to optimize support processes, reduce incident volume and restoration time, and address systemic issues through preventive and corrective measures.
• Define, monitor, and enforce SLAs and KPIs by analyzing performance trends, reporting results to leadership, and ensuring corrective actions are implemented when targets are not met.
• Manage escalations for critical incidents, oversee root-cause investigations, and ensure that corrective and preventive actions are properly tracked and completed while maintaining compliance with cybersecurity and corporate policies.
• Coordinate internal application maintenance and support activities to ensure effective collaboration with internal department teams together with the MSP for the sustained availability and performance of corporate applications.
• Provide Tier 2 and Tier 3 support as required, monitor application health, validate MSP monitoring outputs, and proactively address emerging issues.
• Provide leadership and supervision to internal team members by directing daily activities, managing workloads, supporting staff development, and aligning responsibilities with MSP-delivered services, while also overseeing administrative responsibilities such as section business planning, budgeting, workload and resource forecasting, and performance management.
• Lead or participate in IT initiatives that affect operational processes, MSP scope, or application service delivery, and communicate evolving IT operations and service management best practices to staff and stakeholders.

Qualifications:

• A four-year degree in Computer Science or Computer Engineering from a recognized university with six years of experience related to computer system analysis with a focus on IT application maintenance and support, including a minimum of two years supervisory experience, and demonstrated experience working with or overseeing a Managed Services Provider (MSP);
• OR
• A two-year diploma in Computer Programming Technology from a recognized college and eight years of experience related to computer system analysis with a focus on IT application maintenance and support, including a minimum of two years supervisory experience, and demonstrated experience working with or overseeing a Managed Services Provider (MSP).
• Demonstrated ability and proven leadership in overseeing managed service providers and technology vendors, including performance oversight and service delivery stewardship.
• Strong knowledge of best practices in operations, maintenance, and support of IT legacy applications.
• Demonstrated ability to build and maintain relationships with vendors and business stakeholders.
• Ability to interpret business problems and develop appropriate IT solutions through collaboration with business clients and system users.
• Demonstrated ability to create and implement strategic and tactical business plans and organizational change management plans.
• Demonstrated ability to lead IT teams, manage workloads effectively, and support a collaborative team environment.
• Strong planning, analytical, and decision-making skills, along with the ability to maintain confidentiality.
• Knowledge of supervisory duties and employee relations practices.
• Excellent verbal and written communication skills, including presentation and facilitation abilities.
• Commitment to continuous learning in IT operations and cloud technologies.
• Must obtain and maintain a current Personnel Risk Assessment and a "Clear" security rating in accordance with Manitoba Hydro policy P513.

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $51.23-$70.19 Hourly, $98,171.06-$134,498.00 Annually.

Apply Now!

Ready to join a team that energizes Manitoba and puts safety, innovation, and inclusion at the heart of everything we do? Visit www.hydro.mb.ca/careers to learn more about this position and to apply online.

Application deadline: MAY 19, 2026.

We appreciate your interest in Manitoba Hydro and thank all applicants. Only those selected for the next stage of the selection process will be contacted.

If you require accommodations during the recruitment process or need this posting in an accessible format, please let us know - we're committed to a barrier-free experience for all candidates.