IT Collection Support Services Manager

Canadian Blood Services; Ottawa; Hybrid; CAD 108,000 - 126,000; Full time

Job summary

A healthcare organization in Canada is seeking a Temporary Full‑time IT Collection Support Services Manager. This role involves managing a team providing 24/7 support for IT services used at collection centers. With a focus on leadership, the successful candidate will coordinate high-priority incidents and ensure effective operations. Candidates should have a degree in Computer Science and at least 5 years of IT leadership experience. A hybrid work environment is offered, with 40% on-site presence required.

Benefits

Percentage in lieu of benefits and vacation

Annual performance award up to 10%

Defined benefit pension plan

Employee discounts

Wellness program

Qualifications

• Post‑secondary level education in a relevant discipline from a recognized academic institution.
• Minimum 5 years' experience providing leadership and/or direct management to an IT team.
• Experience in providing prompt IT services in a time sensitive environment.

Responsibilities

• Manage a team of technical specialists providing support to CBS collection centres.
• Coordinate cross-functional teams during high-priority incidents.
• Forecast and manage the IT Collection Support cost structure.

Skills

Leadership skills

Advanced organizational skills

Communication skills

Interpersonal skills

Analytical skills

Education

University Degree in Computer Science or Information Systems

Tools

ePROGESA

Concierge

Connected Mobile Donor Centre (CMDC)

Job description

Please note this role will work in a hybrid environment. The successful candidate must be located near a Canadian Blood Services site and will be working a mixture of on‑site and off‑site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in‑person presence for at least 40% of their work time. This requirement may vary depending upon circumstances.

Job category: Information technology

Job posting ID: 7974

Employment status: Temporary full‑time

Position's anticipated start date: 2026-01-19

Position's anticipated end date: 2028-09-29

Classification: PTS/MGT/IT B

Salary/Rate of pay: $108,493 - $125,026

• This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible.

Application requirements:

• Your up‑to‑date resume.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.

Together, we can make all the difference in the lives of others.

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission‑driven team, join Canada’s Lifeline and make a meaningful difference.

About the role

Canadian Blood Services is looking for a Temporary Full‑time IT Collection Support Services Manager to join our dynamic IT Infrastructure Operations and Delivery.

The IT Infrastructure Operations & Delivery team is responsible for managing and maintaining Canadian Blood Services’ IT infrastructure to ensure the smooth and efficient operation of its technology systems.

The IT Collection Support Services Manager is responsible for the planning, delivery, and support of IT services used within collection and production centres across Canada. Key mandates of the IT Collection Support Services team include acting as technical resources to receive, document, troubleshoot, resolve and elevate operational issues affecting collection centres. Due to the time sensitive nature of requests, the IT Collection Support Services team provides high‑touch, prompt support so donor experience and CBS’ ability to collect product (blood, plasma, platelets) is not impacted.

Formula for Success

Drawing on your leadership skills, you will manage a team of technical specialists who provide 24/7 support to CBS collection centres and production sites through IT service requests and incident intake processes. The team holds subject matter expertise on various critical applications (e.g., ePROGESA) and equipment used within CBS collections and manufacturing processes.

Applying your ability to lead under pressure, you will participate in high‑priority incidents by coordinating cross‑functional teams to ensure timely response and resolution while maintaining ongoing communication with stakeholders.

Utilizing your strong collaboration and planning skills, you will work closely with internal groups and stakeholders to plan, prioritize, and implement work within approved schedules and budgets, ensuring that IT and Quality best practices are followed.

Building on your strategic thinking and technical expertise, you will provide input, identify issues, assess risks, and make recommendations to project teams, stakeholders, and senior management.

• Demonstrating strong attention to detail and ability to identify risk, you will participate in Change Advisory Board (CRB) meetings to assess IT change risks and impacts, and in post‑incident reviews to understand root causes and help prevent future issues.

Leveraging your financial acumen, you will forecast and manage the cost structure of IT Collection Support, ensuring sufficient budget allocation to maintain service levels and equipment currency.

Harnessing your coaching and people management skills, you will guide employees through regular coaching, conduct performance reviews, and complete annual appraisal ratings.

Desired Education and Skills

• Post‑secondary level education in a relevant discipline from a recognized academic institution, preferably a University Degree in Computer Science, Information Systems, or equivalent.
• Minimum 5 years' experience providing leadership and/or direct management to an IT team. Direct management experience is considered an asset.
• Experience in providing prompt IT services in a time sensitive environment.
• Experience with building customer/business relationships.
• Ability to work off‑hours during major outages when required.
• Advanced organizational, communication and interpersonal skills.
• Ability to manage team workload and track allocation of resources to projects/support to ensure high priority deliverables are completed in a timely manner.
• Experience partnering with a wide variety of business and IT levels and experience backgrounds.
• Ability to analyze data utilizing defined but different processes.
• Ability to convey technical information to non‑technical audiences.
• Flexibility is required to independently work with others in a wide variety of circumstances.
• Knowledge of ePROGESA, Concierge, and Connected Mobile Donor Centre (CMDC) is an asset.

What we offer you

• Percentage in lieu of benefits and vacation.
• Annual performance award up to 10%.
• Defined benefit pension plan.
• Employee discounts, wellness program, professional resources.

What you can expect

• This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location at least 40% of the time/2 days of the week.
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• You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day.
• You may be required to respond to urgent IT issues outside of regular working hours.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

If this role resonates with you

We encourage you to apply by providing your up‑to‑date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add [e-mail] and [e-mail] to your safe senders list.

Applicants who require accommodation should discuss their needs with us.