Role Summary

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.

Key Accountabilities

• 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.
• Supervises 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. Ensures all job descriptions within area of responsibility clarify and delineate position expectations for the area.
• Evaluates individual and team performance in collaboration with appropriate internal stakeholders and peer staff. Fosters 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. Investigates work and staff issues and where necessary initiates disciplinary action up to and including termination. Participates in management of labour relations matters and approves 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.

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.
• 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.