Manager, Service and Program

Royal Victoria Regional Health Centre; Barrie; Hybrid; Full time

Job summary

An established industry player is seeking a dynamic Service and Program Manager to lead IT Service Desk operations and drive digital health initiatives. This role involves overseeing incident management, service quality reporting, and ensuring alignment with clinical and business priorities. You will guide a talented team, implement ITIL best practices, and foster a culture of continuous improvement. If you're passionate about leveraging technology to enhance healthcare services and thrive in a collaborative environment, this is the perfect opportunity for you to make a meaningful impact.

Qualifications

• 5+ years leading IT teams, preferably in healthcare.
• Experience in ITIL environments and service quality reporting.

Responsibilities

• Lead the delivery of the Regional Digital Health strategy.
• Manage service quality reporting and continuous improvement initiatives.

Skills

Leadership

Analytical Skills

Problem-Solving

Project Management

ITIL Best Practices

Communication

Education

University Degree in Computer Science

Quality Improvement Certification (Lean, Six Sigma)

Tools

ITIL Processes

Service Management Tools

Job description

Job Title

Service and Program Manager

Program & Department

Royal Victoria Regional Health Centre -> Reg Digital Health Operations -> Solutions Architecture &Op

Employment Type

Regular, Full-Time

Requisition Close Date

17 February 2025

Salary Plan / Job Grade

$64.55 - $75.96 ( MG_10 )

Job Summary & Requirements

The Service & Program Manager provides leadership and overall management of the IT Service Desk, Portfolio Management, and ITIL process governance. This role is responsible for ensuring standardization in quality and change management processes to enable service excellence across the organization and regional partner hospitals. The manager will oversee daily incident and problem management, reporting on metrics and SLAs, and service management. Additionally, this role will support the planning, development, and execution of the Regional Digital Health project roadmap, ensuring alignment with clinical and business priorities. This role will work onsite, with some flexibility for hybrid arrangement.

Education:

• University Degree in Computer Science, Information Technology & Information Systems, or a related discipline.
• Quality Improvement certification (Lean, Six Sigma) preferred.

Experience:

• Minimum of 5 years’ experience leading Information Technology teams, preferably in the healthcare sector.
• Demonstrated experience in a progressive program management role.
• Experience working within an ITIL environment, practitioner certification preferred.
• Proven track record in developing and implementing service quality reporting and running service improvement initiatives.
• Strong background in problem and incident management, with the ability to lead and resolve complex technology issues.
• Experience in guiding organizations through the adoption and maturity of ITIL best practices.
• Demonstrated project management experience with large, complex technology projects.
• Excellent leadership and interpersonal skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to translate complex data for business partners and stakeholders.
• Highly self-motivated, with strong organizational skills.

Other:

• Ability to think and act strategically with strong principles of business decision-making, with the ability to analyze situations accurately and adopt an effective course of action.
• Ability to assess information systems and communication user needs and identify appropriate technologies.
• Ability to analyse business processes and determine appropriate technology to increase effectiveness.

Key Responsibilities

Regional Digital Health Strategy:

• Track and lead the delivery of the defined Regional Digital Health strategy and roadmap.
• Monitor performance metrics and ensure alignment with clinical and business priorities.
• Collaborate with clinical and business leaders to ensure the roadmap meets organizational goals.
• Continuously seek opportunities for improvement and innovation within the RDH strategy.
• Manage resources and capacity planning to ensure optimal allocation and utilization of RDH resources.

Service Management:

• Support continuous quality improvement initiatives related to service management and information systems.
• Provide front-line service support to the organization and regional partners.
• Assist with system downtime, working directly with vendors, hospital leaders, and RDH staff.
• Provide service quality reporting to the RDH Directors, CIO, and governance committees.
• Inventory management of technology equipment, and oversee lifecycle management of end-point assets, from procurement to disposal.
• Implement and monitor asset management practices to ensure compliance with organizational policies and standards.

ITIL Process Management:

• Accountable for the successful delivery and continuous improvement of ITIL processes, including service delivery, portfolio management, problem and incident management, change management, release management, and asset management.
• Manage the operating and capital budgets, ensuring efficient use of resources, fiscal responsibility, and alignment with financial targets.

Resource Management:

• Oversee talent management and development, ensuring the growth and retention of a highly skilled Digital Health team.
• Implement performance management practices to evaluate and enhance team performance.
• Foster a supportive and inclusive work environment, promoting diversity and collaboration.
• Provide mentorship and guidance to team members, encouraging professional development and continuous learning.

Equity & Inclusion:
RVH is committed to recruitment and selection practices anchored in principles of equity and inclusion that contribute to an anti-oppressive, respectful, and culturally safe workplace.

We invite applications from individuals who belong to groups that have been historically marginalized on the grounds identified by the Ontario Human Right Code, including but not limited to race, disability, age, gender expression, gender identity, sexual orientation, religion, family or marital status, and status as a First Nation, Métis, or Inuk person.

Accommodations:
RVH is dedicated to ensuring every applicant has a fair and equitable opportunity to demonstrate their knowledge, skills, and abilities throughout our recruitment and selection process. We are continuously working to create an accessible, barrier-free process, and recognize each applicant’s needs are different.

If you are interested in this position, please apply online before 11:00 p.m. EST on the Requisition Close Date. If there is no close date listed above, the requisition will remain open until filled.