The Manager, has direct responsibility for the designated portfolio in support of a shared Technology Services solution within healthcare across the province including the supervision of staff and the development and continuous improvement of technology service business processes and practices. Accountable and responsible for the timely execution of service requests and incident resolution relating to the portfolio’s services and technologies. Ensures consistency of services and solutions with healthcare strategy and efforts in order to maximize alignment.

• Provides leadership and oversight of the day-to-day operations for a designated team to drive operational excellence and ensure alignment with PDHIS Technology Services goals and operating plans. Conducts an analysis of the current situation and the future requirements of the portfolio, sets specific goals and objectives aligned to the overall strategic direction of Technology Services, and determines priorities for planning and implementing strategies in collaboration with the Technology Services Leadership, key partners and stakeholders.
• Provides leadership and guidance to assigned staff using effective management techniques (for example, coaching, mentoring, delegating, building teams and managing performance) to support the achievement of required outcomes and to ensure that staff members are achieving a level of performance that meets the highest standards within their areas of function. Fosters a positive working environment including seeking opportunities to reward and recognize team and individual contributions, listening to the team’s concerns and enabling decision-making at the front line.
• Evaluates individual and team performance in collaboration with appropriate stakeholders and peer staff ensuring probationary and annual reviews are completed for assigned staff. Handles grievances and investigates work and staff issues and initiates disciplinary action up to and including terminations.
• Prepares and manages the annual operating budget for designated services, monitors variances and develops and executes corrective actions.
• Develops and continuously improves existing and new technology service processes and methods.
• Develops effective partnerships with stakeholders including healthcare service providers, vendors and outside contractors aligned with established service level agreements (SLAs).
• Actively manages to optimize resource utilization and service quality. Develops and uses metrics and key performance indicators (KPIs) to identify performance issues or other variances, develops and implements strategies to address and to improve performance.
• Engages other teams across PHSA and partners in order to provide seamless customer service, challenging the status quo.
• Establishes the disciplines and processes required to manage all aspects of a device management shared service in order to minimize support costs and technical complexity while supporting Health Authority business requirements.
• Proactively investigate and prepare for new device management technologies and platforms that may require unique images.

What you bring

• A level of education, training, and experience equivalent to a degree in Computer Information Systems, Information Technology, Business or a related field, plus seven (7) years recent related experience in large, complex, multi-site organizations, including a minimum of five (5) years in a progressively responsible leadership role.
• Team player with well-developed interpersonal and communication skills and proven experience managing and coaching teams for high performance. Customer focused with ability to facilitate and encourage cooperation between diverse operational groups and skill sets. Demonstrated ability to build and maintain effective relationships. Self-directed, highly motivated, results-oriented and able to motivate others. Demonstrated ability to lead teams and to promote teamwork both virtually and locally. Critical thinking skills and proven ability to effectively manage human and fiscal resources. Sound judgment and decision making skills. Demonstrated understanding and experience of quality assurance process, operational planning and program development. Ability to prioritize and manage multiple tasks and projects. Ability to work in an environment in transition and act as an agent of change. Excellent written and verbal communication skills, accompanied by proven presentation skills in a corporate setting. Proven technology background with a solid understanding of infrastructure and technology frameworks such as Information Technology Infrastructure Library (ITIL). Extensive understanding and experience managing device and related technologies. Relevant industry certifications, such as Microsoft Certified System Engineer.

Skills & Knowledge

• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents – including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC’s Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study – and how they intersect across the health care system.
• Supports team members on their ongoing learning journey, ensuring education strategy for team/department to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety at a practical level.
• Ensure integration of the legislative obligations and provincial commitments into policies, procedures and programs prior to engaging IH teams/departments.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC’s Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).