The Manager, Shared Services Operations (SSO) provides leadership in identifying, analyzing and reviewing the community organizational requirements in response to future needs and challenges regarding information systems, business software applications and system navigation with a focus on client centered best practices.

The Manager, SSO is responsible for managing project implementation and the ongoing operations and support of the Community Shared Services (CSS) infrastructure and information system.

• Develop project plans for the SSO implementation projects
• Provide leadership in identifying, analyzing and reviewing the community organizational requirements in response to future needs and challenges regarding information systems and business software applications and system navigation
• Ensure standardized coding allowing for standard reporting across the region
• Ensure standardized training and best practise use of client information system
• Manage business and planning support at both the agency level and for sector wide initiatives
• Interface with and coordinate communications with partner agencies to determine business and information system needs and scope of services required
• Prepare project and operational cost estimates
• Continue to develop and expand upon the Community Data Store (CDS) data warehouse
• Onboarding and continual customer support of SSO unique agency instances (+2 non-CIMS agencies to submit data to CDS)
• Supporting common and custom reporting for all agencies
• Provide recommendations for Shared Services Organization structure, staffing model, and budget
• Coordinate the activities of the project team and other sub-contractors
• Prepare regular status reports for senior management, and other stakeholders as required
• Provide leadership and supervision to staff and consultants while coordinating with external providers involved in the design, implementation and maintenance of software applications and projects
• Schedule and implement new or upgraded applications in conjunction with external stakeholders
• Design and document procedures for operational maintenance and updates of client applications and underlying systems
• Develop and maintain, in conjunction with the Information Systems team, corporate software application architectures that support current and future applications to deliver cost effective services
• Develop requirement statements, systems analysis and software design documentation
• Recommend hardware and software components for centralized and distributed use by participating Community Support Services agencies
• Assist in conducting operational reviews of work groups affected by the implementation of the common client information system
• Analyze software and hardware problems escalated by SSO staff and provide solutions
• Oversee testing, review software components, review upgrades, prepare recommendations and schedule implementation
• Oversee direct user groups and product seminars; conduct individual familiarization, tutorial sessions and formal classes as required
• Manage staff and evaluate performance through effective leadership, coaching and mentoring within the provisions of collective agreements and corporate policies and procedures
• Formulate, implement, and evaluate any operational gap requirements for staff, ensuring appropriate resources are available
• Lead special projects and performs other duties as required

Educational Qualifications & Experience

• Bachelor’s degree in a related discipline (e.g. computer science, engineering, management information systems, healthcare) or College diploma with extensive additional experience in a related field
• Strong project management skills including work breakdown structures, scheduling, budgeting, tracking, status reporting, risk management, etc.
• In-depth knowledge of helpdesk function and in all aspects of Microsoft Office Suite
• In-depth knowledge of clinical information system and applications
• Maintains knowledge of developments in the area of systems and technology to assure new developments, best practices and industry standards are considered/incorporated as applicable
• Knowledge of privacy legislation – Personal Health Information Protection Act (PHIPA) and incident management process for security breaches
• Functional knowledge of network configuration and structure within community sector
• In-depth knowledge of community sector systems (e.g. CIMS-HR, LHINWorks/Sharepoint, or other as implemented over time) and database structures and schemas

What would give you the edge?

Knowledge

• Working knowledge of general human resources management practices
• Working knowledge of budget planning and financial monitoring and reporting
• Excellent project management skills to handle various projects and initiatives simultaneously
• Knowledge of the health care system and the role of community support services within the system
• Knowledge of quality, risk, and performance management principles
• Knowledge of best practice policies, procedures, strategic direction and goals
• Knowledge of community sector Service Level Agreements

Skills and Abilities

• Ability to communicate complex and technical information in a clear and concise manner to staff with limited technological knowledge and experience
• Excellent facilitation/presentation skills to inform staff of information systems and related issues
• Excellent writing/technical writing skills to present reports and develop procedural manuals and memos on software implementation
• Builds and promotes application partnerships between Ontario Health atHome and community CSS agency partners