Manager- IT Field Support

Canadian Blood Services; Ottawa; Hybrid; CAD 108,000 - 125,000; Full time

Benefits offered by this job

4 weeks vacation

Annual performance award up to 10%

Comprehensive health, dental, and view

Defined benefit pension

Employee discounts

Wellness program

Professional resources

Job summary

Canadian Blood Services is seeking a Regular Full-time Manager - IT Field Support to lead the national IT field operations within the IT Infrastructure Operations & Delivery team. The role focuses on delivering reliable technology services to field and mobile operations, partnering with site leadership to align technology with business needs.

You will oversee a dispersed team, manage budgets and priorities, and coordinate major IT incidents to minimize impact on critical workflows.

Qualifications

• Post-secondary education in Information Technology, Computer Science, Business Administration or a related discipline, or an equivalent combination of education, training and relevant professional experience.
• 5–10 years of progressive experience in information technology, technology operations, service delivery or related field, including leading geographically dispersed teams.
• Ability to build trusted relationships with business stakeholders and senior management.
• Experience managing technology operations, budgets, resources and priorities with strong service delivery practices.
• Experience with technology implementations, lifecycle management and change initiatives, supported by strong problem-solving and analytical skills.
• Excellent communication and leadership skills; experience across technical and non-technical teams.

Responsibilities

• Provide national leadership for IT field operations and delivery.
• Oversee day-to-day end-user technology support across field locations and mobile operations.
• Build partnerships with site leadership and stakeholders to align business needs with technology services.
• Coordinate IT incidents and outages with Digital Solutions & Technology and field locations.
• Support technology refreshes, deployments, testing, and implementation across field and mobile operations.
• Identify opportunities for improvement and represent field voice in Digital Solutions and Technology.

Skills

Leadership

IT service delivery

Stakeholder management

Budget management

Change management

Project coordination

Communication

Healthcare ops awareness

Education

Post-secondary IT/CS/Business Admin

Job description

Select how often (in days) to receive an alert:

This role requires a minimum of 40% on-site presence. Additional on-site work may be required based on business needs. On-site expectations are subject to change and may be adjusted on a temporary or permanent basis.

Job posting ID: 9210

Employment status: Regular full-time

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

Application requirements:

• Your up-to-date resume.

Together, the work we do connects people and changes lives - including your own.

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.

About the role

Canadian Blood Services is looking for a Regular Full-time Manager - IT Field Support to join our dynamic IT Infrastructure Operations and Delivery team in our Digital Solutions and Technology division.

IT Infrastructure Operations & Delivery team plays an important role in keeping our technology environment running smoothly and ensuring our IT services effectively support Canadian Blood Services’ operations across the country.

Reporting to the Associate Director, IT Infrastructure Operations & Delivery, you will provide national leadership for the delivery of Information Technology services to Canadian Blood Services field operations. The position leads a geographically dispersed team and serves as a key partner to business areas including Donor Centres, Supply Chain and other operational functions.

As the Manager, you will ensure technology services, equipment and resources effectively support Canadian Blood Services operations. The position works collaboratively with internal and external business stakeholders and Digital Solutions and Technology teams to support day-to-day operations, facilitate technology-related initiatives impacting field locations and mobile operations, and promote a consistent, customer-focused technology experience.

Formula for success

• Drawing on your people leadership and coaching skills, you will lead and develop a geographically dispersed Field Support team, fostering a culture of accountability, collaboration, customer service, and continuous improvement. You will oversee workforce planning, resources, priorities, and budgets to support responsive and effective technology services.
• Applying your operational leadership experience, you will oversee day-to-day end-user technology support across Canadian Blood Services field locations, Operations Centres, Donor Centres, and mobile operations, ensuring reliable technology services and operational continuity.
• Using your strong relationship management skills, you will build trusted partnerships with site leadership and stakeholders across Canadian Blood Services, connecting business needs with technology services and capabilities that support critical operations.
• Through effective communication, stakeholder engagement, and incident coordination, you will serve as a key liaison between field operations and Digital Solutions and Technology during significant IT incidents and service disruptions, ensuring impacts are understood, priorities are aligned, and issues are effectively coordinated through resolution. During major IT outages and emergency situations, you will coordinate IT resources and support for impacted field locations and participate as a Digital Solutions and Technology Local Emergency Response Team (LERT) member, working with representatives across the organization to support an effective response.
• Applying your experience supporting technology lifecycle, change, and deployment activities, you will work with Digital Solutions and Technology teams, vendors, sites, and business partners to support technology refreshes, deployments, testing, and implementation across field and mobile operations, minimizing disruption to critical workflows.
• Leveraging customer feedback, site relationships, and operational insight, you will identify opportunities for improvement and represent the voice of the field within Digital Solutions and Technology, helping inform priorities and service improvements that enhance user satisfaction and operational effectiveness.
• Drawing on your adaptability and willingness to support evolving priorities, you will perform other related duties as required.

Desired education and skills

• Post-secondary education in Information Technology, Computer Science, Business Administration or a related discipline from a recognized academic institution, or an equivalent combination of education, training and relevant professional experience.
• At least 5 to 10 years of progressive experience in information technology, technology operations, service delivery or a related field, including experience leading and developing geographically dispersed teams within a complex, multi-site operational environment.
• Demonstrated ability to build trusted relationships with business stakeholders, operational leaders and senior management, translating business requirements and operational needs into effective technology services, solutions and recommendations.
• Experience managing technology operations, budgets, resources and competing priorities, with a strong understanding of IT service delivery, operational support and customer-focused service management practices.
• Experience supporting technology implementations, lifecycle management activities, operational change and continuous improvement initiatives, supported by strong project coordination, problem-solving, analytical and decision-making skills.
• Excellent communication, stakeholder engagement and leadership skills, with the ability to influence, build consensus, communicate complex technical concepts to diverse audiences, and successfully collaborate across technical and non-technical teams. Experience in healthcare, manufacturing, logistics, supply chain or similarly complex operational environments is considered an asset.

What we offer you

• 4 weeks' vacation.
• Annual performance award up to 10%.
• Comprehensive group health, dental and vision benefits for you and your family.
• Defined benefitpension 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.
• You will be required to respond to urgent IT issues outside of regular working hours, including evenings and weekends, particularly during major IT outages or emergency situations.
• As a member of the Digital Solutions and Technology Local Emergency Response Team (LERT), you will be contacted to support the coordination of technology resources during emergency situations affecting Canadian Blood Services operations.
• Travel may be required for project commitments and operational needs.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

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.

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.