Manager, Systems Operations & Experience

 

Information Management Services

Burnaby, BC

 

Reporting to the Sr. Manager, Technical Solutions,  the Manager, Systems Operations & Experience has direct responsibility for the provision of high quality and timely services to the organization. Key responsibilities include supervision of department staff and the development of departmental policies, procedures and processes. Further, they supervise technical operations of CST Cerner, which is the standardized electronic health record (EHR) platform implemented across PHSA, VCH and PHC. .  The Manager is also responsible for managing, monitoring and delivering the transformation, integration and innovation of Acute and Ambulatory technical solutions.  In collaboration with the Manager Clinical Application Support, manage the consolidation of multiple acute and ambulatory clinical systems, across VCH / PHC and PHSA to support improved information sharing and cost effectiveness across the integrated health enterprise.  In collaboration with the Manager Clinical Application Support, deliver positive client experience and support adoption of clinical solutions across the integrated health enterprise.

What you’ll do

• The Manager is accountable for ensuring the consistent, secure, and reliable delivery of CST Cerner and associated enterprise systems by overseeing technical design, implementation, operational support, and incident management activities delivered by the team. This includes ensuring systems meet established performance, availability, and security expectations within a 24/7 healthcare environment, and that appropriate technical standards, documentation, and escalation practices are in place and followed.
• The Manager is accountable for setting technical direction and enabling effective team delivery by prioritizing work and ensuring the team has the appropriate skills, capacity, and support to deliver complex operational and project outcomes. This includes workforce planning, performance management, mentorship expectations, balancing operational and project demands, and ensuring alignment with organizational priorities and governance requirements.
• The Manager is accountable for the experience of clinicians and providers accessing CST Cerner and associated systems, ensuring that system access and operational reliability enable safe, efficient clinical workflows. This includes working proactively with technical teams to identify and mitigate issues affecting provider experience, partnering with clinical, operational, and digital health stakeholders, and ensuring clinician experience considerations inform technical decisions and operational priorities.
• During transition to the integrated IMIT / IMIS organization, support, maintain, sustain and enhance acute and ambulatory solutions for VCH / PHC.
• Supervise designated staff, establishing clear definitions of responsibility for each employee, reviewing workload assignments, and adjusting schedules according to workload to ensure levels meet operational requirements.  Ensure all job descriptions within area of responsibility clarify and delineate position expectations for the area.
• Evaluate individual and team performance in collaboration with appropriate internal stakeholders and peer staff. 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.  Investigate work and staff issues and where necessary initiate disciplinary action up to and including termination. Participate in management of labour relations matters and approve essential services levels as necessary.
• Develops the annual operating budget for designated services.  Ensures adherence to the budget by performing duties such as monitoring expenditures and recommending remedial action and takes corrective action to ensure performance to plan.

What you bring

 

Qualifications

• A level of education, training, and experience equivalent to a degree in Health Information Sciences or Computer Science or a relevant healthcare discipline, plus seven (7) years recent related clinical information systems experience in a large, complex information systems application environment, including a minimum of five (5) years in a progressively responsible management role. Previous project management experience is required.
• Demonstrated knowledge of the historic and ongoing impacts of settler colonialism on Indigenous Peoples within social and health contexts. This includes significant understanding of Indigenous-specific mandates and a commitment to addressing and mitigating Indigenous-specific racism and discrimination. The role involves actively embedding Indigenous Cultural Safety and Humility into daily practices and fostering a diverse and inclusive team environment. Additionally, it requires practical expertise in engaging with diversity, promoting equity, and advancing inclusion (DEI) initiatives. 
• Demonstrated practical knowledge and understanding of legislative obligations and provincial commitments relevant to Regional Digital Solutions, based on foundational documents such as the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place: Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, Anti-Racism Data Act, and the BC Human Rights Code. This includes understanding how these obligations intersect across the healthcare system and applying this knowledge to support team compliance and operational effectiveness. 

Core Competencies

• Possesses a strong understanding of Indigenous-specific racism and broader systemic racism within the colonial health care structure. Demonstrates practical leadership in identifying and addressing barriers, promoting an environment of belonging, and ensuring Indigenous Cultural Safety. Actively engages in action-oriented practices to address Indigenous-specific racism and dismantle systems of oppression, while also confronting broader issues of racism and discrimination. Exhibits strong DEI and anti-racism skills to lead by example, fostering a culture of continuous learning, equity, inclusion, and belonging within their team. 
• Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (the Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.). 

Skills & Knowledge

• Knowledge of main-stream clinical & ancillary systems, and current techniques and application capabilities of a large-scale multi-site distributed computing environment. Demonstrated ability to effectively manage in a large and diverse environment.
• Strong interpersonal and leadership skills. Excellent communication skills including the ability to facilitate and persuade others.
• Ability to explain complicated technical issues in non-technical terms and in a non-technical manner. Customer focused with ability to facilitate and encourage cooperation between diverse operational groups and skill sets. Demonstrated ability to build and maintain effective relationships.
• Proven ability to plan and execute complex projects with stringent timelines. Demonstrated analytical and problem-solving skills. Demonstrated ability to establish courses of action for self and others that are results-oriented.
• Demonstrated deep understanding of their personal learning/unlearning journey in relation to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Able to articulate and share this journey to motivate and inspire others enhancing a culture of learning/unlearning and self-reflection.  
• Demonstrated knowledge of the social, economic, political realities of settler-colonialism and impacts on Indigenous peoples in social and health contexts as well as knowledge and understanding of, and commitment to upholding legislative obligations and provincial commitments in the foundational documents: Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, and the Distinctions Based Approach. 

What we bring

 

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, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-time

Salary Range: $108,147 - $155,461 /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.
Location: 1795 Willingdon Avenue, Burnaby BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 08:00-16:00 (Monday to Friday) On-call may be required.
Requisition #: 197772E

 

What we do  

 

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Create equity – Be courageous.   

 

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services 

 

PHSA is committed to anti-racism and equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently excluded groups identified under the B.C. Human Rights Code. 

  

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca. 

  

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. PHSA is mandated to uphold legislative obligations and provincial commitments found in the foundational documents  including the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study. 

 

Attention current employees of PHSA:

 

You must apply via your internal profile at http://internaljobs.phsa.ca.

 

The internal job posting expires on April 29, 2026 and will no longer be accessible. If the internal job posting has expired, please e-mail internaljobshelpu@phsa.ca with the six-digit job requisition number and your PHSA employee ID number to be considered as a late internal applicant. Please do not apply for the external job posting.

 

If you have not yet set up an internal profile, please e-mail internaljobshelpu@phsa.ca with your PHSA employee ID number to obtain your temporary password. Our business hours are Monday-Friday 8:30am-4:30pm, excluding Statutory Holidays and a Help Desk Representative will respond to you with 1-2 business days.

 

If you are not a current employee of PHSA and require assistance with your application, please contact the External Careers team at careers@phsa.ca.