Manager, IT Services
medaviehs
Job Description
Position Type: Permanent
If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.
As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.
Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership.
Medavie is where employees can be their best selves, feel they belong, and achieve their full potential.
The Opportunity
Reporting to the Director, IT Services, the Manager, IT Services is responsible for aligning assigned technology services, processes, vendors, and staff with the strategic and operational priorities of Medavie Health Services and its operating companies. The role provides leadership for reliable, secure, and responsive IT services that support geographically dispersed, 24/7 healthcare and emergency operations.
The Manager leads day-to-day service delivery and operational improvement across assigned teams and services. This includes establishing clear priorities, strengthening incident, problem, change, and service management practices, managing operating plans and budgets, and maintaining effective relationships with business leaders, technology partners, government stakeholders, vendors, and consultants. The Manager is accountable for assigned service portfolios and ensures service performance, operational governance, risk management, and continual improvement objectives are achieved.
The Manager is accountable to patients and coworkers by participating in and supporting safety-related initiatives and by acting in a manner that fosters patient safety and a safe workplace.
What You Will Do
- Lead assigned IT Services teams, including staff management, coaching, performance management, workforce planning, on-call coverage, and professional development.
- Translate business and technology priorities into operating plans, team objectives, measurable service outcomes, and accountable delivery commitments.
- Oversee the reliable and secure operation of assigned infrastructure, enterprise applications, and technology services that support 24/7 clinical and operational environments.
- Establish and improve incident, problem, change, request, knowledge, and service-level management practices; define service level objectives (SLOs), monitor performance metrics, and drive continual service improvement to strengthen service stability, responsiveness, and customer experience.
- Act as a management escalation point for major incidents, recurring service issues, operational risks, and vendor performance concerns, including after-hours escalation when required.
- Accountable for assigned service portfolios, including service health, service ownership, service level attainment, lifecycle management, operational documentation, risk management, and continual service improvement.
- Work with Cybersecurity, Privacy, Enterprise Risk, and technology teams to identify, assess, communicate, and address operational and technology risks.
- Ensure appropriate controls are maintained for assigned services, including access management, system documentation, backup, recovery, continuity, and disaster recovery readiness.
- Develop annual operating and capital budget requirements for assigned services; monitor forecasts, commitments, contracts, licensing, and expenditures within approved plans.
- Plan and oversee technology initiatives, establishing scope, milestones, resource requirements, dependencies, risks, and status reporting in partnership with project and business teams.
- Support mergers and acquisitions, procurement activities, and proposal responses by coordinating technical assessment, planning estimates, resource assignments and implementation input.
- Build strong working relationships with operating company leaders, internal technology teams, government and health-sector partners, vendors, consultants, and other stakeholders.
- Negotiate, manage, and review vendor and consultant engagements and contracts, and hold service providers accountable for performance, cost, risk, and delivery commitments.
- Communicate service issues, planned changes, risks, priorities, and progress clearly to staff, customers, and senior stakeholders.