Manager, IT [EXE]

Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and guidance.

SUMMARY:

The IT Manager is responsible for all information and technology systems at the aquarium, including guest-facing point-of-sale, ticketing and audio-visual systems, and the network, servers, telecommunications and end-user support behind them. The role leads the IT team, sets the technology direction, and owns the annual IT plan and budget. It also communicates Vancouver Aquarium's needs and works with other HFE properties on shared systems and standards.

KEY ACCOUNTABILITIES:

Technology Strategy & Systems

• Sets the technology direction for the aquarium and aligns systems with business objectives.
• Researches, recommends and implements technology solutions, integrations and process improvements.
• Acts as the primary liaison with HFE corporate IT and other HFE properties on shared systems, standards and initiatives.

Business Systems & Applications

• Manages point-of-sale, ticketing and related revenue systems, including integrations, upgrades, vendor relationships and PCI compliance.
• Oversees audio-visual systems and exhibit technology, ensuring reliable operation and support for programs, presentations and events.
• Works closely with Property Support Centre teams on standardizing Vancouver Aquarium systems with enterprise systems

Infrastructure, Security & Compliance

• Works closely with the Director of Infrastructure on enterprise initiatives and standardization.
• Ensures the effective operation of servers, networks, telecommunications and end-user devices.
• Maintains system security, data protection, backups, disaster recovery and technology policies and procedures.
• Ensures compliance with applicable legislation, security standards and organizational requirements.

Service Delivery & Operational Support

• Oversees all end-user support services, issue resolution, documentation, reporting and user training.
• Supports facility systems including access control, video security and related operational technologies.
• Maintains high system availability and business continuity through proactive monitoring and support.

Budget, Vendor & People Leadership

• Develops and manages the annual IT plan, budget and technology purchasing.
• Manages vendor contracts, service levels and technology-related expenditures.
• Leads, coaches and develops the IT team, including hiring, scheduling, performance management and employee development.
• Builds effective working relationships with staff, guests, suppliers and external partners.

QUALIFICATIONS:

Education and experience

• Bachelor's degree in information technology or computer science, or an equivalent combination of education and experience.
• 7+ years of progressive technology experience, including 3+ years leading IT staff and managing a budget.
• Experience working in a complex IT environment with multiple integrated business systems.
• Experience supporting point-of-sale, ticketing or similar transaction systems; attractions, hospitality or retail experience is an asset.

Technical knowledge

• Experience with Windows Server environments including Active Directory environment, and Microsoft365.
• Experience with virtualization technology, data backup and restore technologies, audio-visual technologies, payment processing systems, VoIP telephony.
• Patch management in a Windows environment, using WSUS or third-party tools.

Skills and competencies

• Solid understanding of business practices and how information systems and technology support them.
• Ability to anticipate organizational technical needs and opportunities.
• Exceptional verbal and written communication, with effective channels upward, downward and laterally.
• Excellent project and time management, keeping strategic items on track while managing day-to-day responsibilities.
• Strict confidentiality and sound judgment with privileged information.
• Self-motivated and disciplined, adapts easily to change, and comfortable in a fast-paced environment.
• Promotes a team environment by cooperating with, helping and showing appreciation to co-workers.
• Experience working with centralized remote technology teams include project execution and corporate initiatives.

WORKING CONDITIONS:

• Permanent, Full-Time, On-Site
• Evening, weekend and holiday availability is sometimes required to support operations, events and system maintenance.
• The role involves standing, climbing stairs, bending, stooping, lifting, and moving equipment.
• Work areas may involve exposure to weather, dust, animals, machinery and chemicals.
• Protective clothing or equipment such as goggles, masks and gloves is occasionally required.

WHAT WE OFFER:

• Competitive hourly wage of $110,000 to $150,000 per year
• Comprehensive Benefits Plan
• Employee and Family Assistance Program
• Company Discounts
• Fun, supportive work environment with a mission-driven team

The Vancouver Aquarium is an equal opportunity employer committed to building a diverse and inclusive workplace. Candidate applications are reviewed by hiring professionals, and Artificial Intelligence is not used to screen, assess, or select candidates. Accommodation is available at every stage of the recruitment process. If you require accommodation, please contact the HR department.