Salary Range: $106,026.00 - $152,413.00 / 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.

 

The Manager, Voice Networks has direct responsibility for the designated portfolio in support of a shared Technology Services solution within healthcare across the province including the supervision of staff and the development and continuous improvement of technology service business processes and practices. Accountable and responsible for the timely execution of service requests and incident resolution relating to the portfolio’s services and technologies. Ensures consistency of services and solutions with healthcare strategy and efforts in order to maximize alignment.

 

What you’ll do: 

• Provide leadership and oversight of the day-to-day operations for the Voice Network Team – a telephone and voice technologies design and integration team.
• Drive operational excellence and ensure alignment with IMITS Technology Services goals and operating plans.
• Conduct an analysis of the current situation and the future requirements of the portfolio, set specific goals and objectives aligned to the overall strategic direction of Technology Services, and determine priorities for planning and implementing strategies in collaboration with the Technology Services Leadership, key partners and stakeholders.
• Provide leadership and guidance to assigned staff using effective management techniques (for example, coaching, mentoring, delegating, building teams and managing performance) to support the achievement of required outcomes and to ensure that staff members are achieving a level of performance that meets the highest standards within their areas of function. Foster a positive working environment including seeking opportunities to reward and recognize team and individual contributions, listening to the team’s concerns and enabling decision-making at the front line.
• Evaluate individual and team performance in collaboration with appropriate stakeholders and peer staff ensuring probationary and annual reviews are completed for assigned staff. Handle grievances and investigate work and staff issues and initiate disciplinary action up to and including terminations.
• Prepare and manage the annual operating budget for designated services, monitor variances and develop and execute corrective actions.
• Develop and continuously improve existing and new technology service processes and methods.
• Develop effective partnerships with stakeholders including healthcare service providers, vendors and outside contractors aligned with established service level agreements (SLAs).
• Actively manage to optimize resource utilization and service quality. Develop and use metrics and key performance indicators (KPIs) to identify performance issues or other variances, develops and implements strategies to address and to improve performance.
• Engage other teams across PHSA and partners in order to provide seamless customer service, challenging the status quo.
• Establish the discipline and process required to manage all aspects of a device management shared service in order to minimize support costs and technical complexity while supporting Health Authority business requirements.
• Proactively investigate and prepare for new device management technologies and platforms that may require unique images.

What you bring: 

• A level of education, training, and experience equivalent to a Bachelor’s degree in Computer Information Systems, Information Technology, Business or a related field, plus seven (7) years recent related experience in large, complex, multi-site organizations, including a minimum of five (5) years in a progressively responsible leadership role.
• Team player with well-developed interpersonal and communication skills and proven experience managing and coaching teams for high performance.
• Customer focused with ability to facilitate and encourage cooperation between diverse operational groups and skill sets.
• Demonstrated ability to build and maintain effective relationships.
• Self-directed, highly motivated, results-oriented and able to motivate others. Demonstrated ability to lead teams and to promote teamwork both virtually and locally.
• Critical thinking skills and proven ability to effectively manage human and fiscal resources. Sound judgment and decision making skills.
• Demonstrated understanding and experience of quality assurance process, operational planning and program development.
• Familiarity with LEAN, Six Sigma, Total Quality and related Continuous Improvement methodologies
• Ability to prioritize and manage multiple tasks and projects.
• Ability to work in an environment in transition and act as an agent of change.
• Excellent written and verbal communication skills, accompanied by proven presentation skills in a corporate setting.
• Proven technology background with a solid understanding of infrastructure and technology frameworks such as Information Technology Infrastructure Library (ITIL).
• Experience with Voice Technologies from Cisco and others such as Avaya, NEC, Oracle, Genesys
• Industry certification in voice technologies preferred

What’s in it for you:

 

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
• Access to more than 2,000 in-house training programs.
• Enjoy a comprehensive benefits package, including municipal pension plan.
• 12 annual statutory holidays with generous vacation entitlement and accruement.
• Perks include onsite fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.