Salary Range: $88,990-$127,923/year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.

Job Summary:

Reporting to the Manager, PDHIS Client Services, the Lead, Service Governance provides contract and service performance management for a portfolio of PDHIS services enabling effective service management. The Lead ensures service levels are met by analyzing, creating and suggesting new key performance indicators. The role leads operational Service Governance, enforcing and governing the service delivery, performance reporting. The Lead, monitors client inquiries through various ticketing tools.
The Lead develops effective working relationships with stakeholders to address customer needs, identifying and implementing service improvements. The Lead participates in Health Authority projects and leads customer committee meetings as a representative for PDHIS.
The Lead works closely with the other members of the Client Services team in an advisory capacity through direct contribution to and involvement in action and work planning.  The Lead will take responsibility for initiatives or aspects of initiatives which cross regional boundaries and are provincial in nature, as such, they will interact with and support teams across HA boundaries.

Duties/Accountabilities:

Key Accountabilities
•    Leads operational Service Governance. Coordinates meetings, produces management reports and agendas, and follows up on action items.
•    Identifies customer service issues and works with service providers to address these issues. Escalates service issues through Service Governance and to the Manager, Client Services as needed.
•    Leads or Participates in a variety of Health Authority customer committee meetings as an PDHIS representative.
•    Mediate conflicts between clients and other stakeholders
•    Responsible for overseeing and expanding the new TELUS Managed Wi-Fi service.
•    Acts as Point of Contact and client advocate for the managed service and related projects as required by the Manager of Client Services.
•    Ensures stakeholders and service providers adhere to supporting ITIL processes, recommending and implementing changes as required.
•    Leads the day-to-day operational management of ITSM processes utilizing the Information Technology Infrastructure Library (ITIL) and enabling tool capabilities including trending and providing recommendations for continual service improvement (CSI) and taking corrective action as necessary to ensure the proper execution of the processes.
•    Manages incidents end to end on behalf of clients, ensuring issues are resolved in a timely manner and in accordance with established service levels.
•    Works closely with the PDHIS Change Manger ensuring service provider compliance with Change management processes. Helps to ensure proper communication with clients for upcoming changes.
•    Leads the PDHIS intake process reviewing, triaging and coordinating the implementation of service requests following established processes. Obtains and provides approvals as required. Ensures completion and sign-off. Validates Service Request completion against service provider billing.
•    Completes management reporting for managed services comparing reporting from various ticketing systems identifying anomalies. Performs business analyses through profiling customer spending, analyzing utilization, and benchmarking. Runs statistical and usage reports as needed.
•    Coordinates surveys reviewing the results to drive continuous service improvement.

Qualifications:

A level of education, training, and experience equivalent to a University degree in the field of business management, computer science, information technology or other related field; with a minimum five (5) years progressive leadership experience within the Information Technology or Information Management Technology Services field, including extensive experience in large, complex, multi-site organizations with previous experience in Business Relationship Management and Customer Relationship Management in Information Technology Infrastructure Library (ITIL). Business relationship management, ITIL or other technical certifications and a minimum of three (3) years Healthcare experience are considered assets.

Must have proven customer and vendor relationship management skills. Ability to solve complex business issues and make decisions that involve multiple independent variables with provincial implications. Demonstrated business / technology analytical skills.  Proven ability to manage large projects. Ability to communicate effectively with clients in user-friendly language.  Ability to direct service providers.  Strong customer service orientation.