IT Commercial Operations Manager

Division:  IT
Job location: Remote (Canada)
Hours: 40 hours per week, Monday to Friday 

Employment type: Full Time Permanent  
Salary:   110-130K

A little about us

Aurora is proud to be a global leader in the cannabis industry. With a smart strategy, unmatched talent and focus on our long-term success, we believe we have a bright future. 

At Aurora, we’re passionate about helping patients improve their lives through high-quality premium medical cannabis under brands they can trust and rely on. Our products, available across Canada, Europe, Australia, and New Zealand, include leading brands like Pedanios, IndiMed, San Raf, Tasty’s, Whistler, Greybeard and CraftPlant. 

Our diverse team works passionately across various roles, from manufacturing to corporate positions, and many more, united by our purpose: Opening the World to Cannabis. Enabled by science and empowered by people, for patients and consumers.  We collaborate globally, embrace change with courage, stay agile, and treat everyone with compassion. We live our values daily, making a meaningful impact on patients, communities, and our A-Team.

Job Summary

The IT Commercial Operations Manager is responsible for the operational stability, reliability, and day‑to‑day support of IT Commercial platforms supporting the business across Canada, Europe, and Australia. This role provides end‑to‑end ownership of production incident management, service desk coordination, and triage of production bugs and issues for customer‑ and revenue‑impacting systems.

Acting as the central operational point of accountability, this role ensures incidents are managed consistently, issues are triaged effectively, and service disruptions are resolved quickly with clear, business‑focused communication.

The IT Commercial Operations Manager works closely with internal technology teams and external vendors to maintain production health and reduce recurring operational issues  Interesting?  Here is a little more…

As the IT Commercial Operations Manager you will…

• • Own and lead production incident management for IT Commercial applications and services across Canada, Europe, and Australia.
  • Assess incident severity and business impact, initiate escalation, and coordinate cross‑functional response efforts.
  • Lead major incident calls and drive decision‑making through to service restoration.
  • Ensure incidents are documented, tracked, and closed in accordance with defined operational standards.
  • Serve as the primary interface between IT Commercial and the Service Desk for incidents, service requests, and operational issues.
  • Ensure tickets are accurately categorized, prioritized based on impact, and routed to the appropriate internal teams or vendors.
  • Monitor ticket backlog, aging, and repeat issues; proactively intervene to prevent delays or dropped tickets.
  • Reinforce consistent intake and support processes across regions.
  • Own the triage and validation of production bugs and defects, including severity, urgency, and impact assessment.
  • Distinguish between defects, configuration issues, data issues, and process or training gaps.
  • Coordinate with development teams to ensure production issues are clearly documented and reproducible.
  • Determine appropriate resolution paths (hotfix, workaround, backlog) based on operational risk.
  • Coordinate day‑to‑day operational engagement with vendors supporting IT Commercial platforms.
  • Manage vendor incident escalations, follow‑ups, and operational communications.
  • Track recurring vendor‑related issues and escalating service quality concerns as required.
  • Ensure vendors are aligned with internal teams during incident response and recovery.
  • Ensure post‑incident reviews are completed for major or recurring incidents.
  • Track root causes and corrective actions to reduce repeat issues.
  • Stay current on emerging threats, vulnerabilities, and security best practices
  • Identify systemic operational risks and recommend improvements such as enhanced monitoring, clearer runbooks, or improved escalation paths.
  • Drive continuous improvement in production stability and operational effectiveness.
  • Participate in change and release activities from a production stability and support readiness perspective.
  • Validate that changes impacting IT Commercial platforms include appropriate support readiness, rollback considerations, and escalation coverage.
  • Act as the operational voice when changes introduce elevated production risk.
  • Serve as the operational point of contact for business stakeholders during incidents or service degradation.
  • Provide clear, timely, and business‑focused communications regarding impact, mitigation, and recovery.
  • Translate technical information into concise, non‑technical updates for business audiences across regions.
  • Track and report operational health metrics including incident trends, time‑to‑restore, recurring issues, and service desk performance.
  • Use operational data to highlight risks, stability concerns, and improvement opportunities.
  • Manage and administer IT Commercials applications for business stakeholders 

You will be setup for success if you have…

• • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.
  • Minimum 5 years of experience in IT operations, production support, service management, or application support roles.
  • Demonstrated experience leading production incident response and coordinating cross‑functional teams.
  • Experience working with service desks, development teams, infrastructure teams, and third‑party vendors.
  • Experience supporting customer‑ or revenue‑impacting systems in a global or multi‑region environment is strongly preferred.
  • Strong understanding of IT Commercial operations and production support practices, including incident and problem management.
  • Knowledge of enterprise and SaaS application environments, integrations, and global production support models.
  • Strong understanding and experience with SOX Compliance & IT General Controls (ITGC)

Bonus points if you have…

• • Familiarity with service desk tools, ticketing systems, and operational workflows.
  • Proven ability to manage and coordinate production incidents in high‑pressure environments.
  • Strong analytical and problem‑solving skills to assess impact, risk, and root cause.
  • Excellent written and verbal communication skills, with the ability to translate technical issues into business‑relevant language.
  • Strong organizational skills with the ability to manage multiple concurrent issues across regions and time zones.
  • Effective collaboration skills when working with internal teams and external vendors.
  • Ability to enforce operational discipline and consistency without formal authority.
  • Ability to identify patterns and systemic risks from operational data.
  • Ability to balance urgency with accuracy in incident management and stakeholder communications.

Why you’ll love working at Aurora

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, meeting-free-Friday-afternoons and more!  

• Total Rewards: we will motivate you to go above and beyond with a competitive salary, professional development opportunities, company SWAG, team activities and modern technology. 

• Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helps you grow and provide people better days with cannabis.

Next steps
Apply today by submitting your resume through our website. Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and not an AI software/system.  The we will contact you if we see a fit via email.

Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways. We would love to review your application to see if you’re the right fit or find you an alternative opportunity.  Not the role for you? Share this posting with your network while subscribing to our Talent Community to learn more about upcoming opportunities (hot tip: if you are an Aurora employee, take advantage of the employee referral program by sharing this posting with someone in your network! If they are the successful candidate, you may be eligible for a bonus!).  

Diversity, Equity, Inclusion, Belonging and Accessibility

At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.

Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic.

We value the unique skills and experience each person brings to Aurora and are committed to creating and maintaining an accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Human Resources team know by contacting us at hr.services@auroramj.com

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