Lead, Technology Services

 

BC Clinical & Support Services

Burnaby, BC

 

The Lead, Technology Services provides leadership and supervision to Technology Services by developing staffing policies, processes and procedure documentation that are responsive to customer needs, coordinating work flow, implementing a continuous improvement process, hiring staff and managing staff performance. Reports to and liaises with Technology Services Provincial Manager to determine staff scheduling service requirements and to establish service level agreements. Works in collaboration with the Technology Services Leadership Team to identify and report Key Performance Indicators and risks relative to delivered service. Establishes effective relationships with Technology Services teams and key stakeholders to ensure processes and systems are working efficiently and to identify areas for improvement. Adheres to industry best-practice based on Information Technology Infrastructure Library (ITIL) framework process standardization across the team.

What you’ll do

• Liaises with Technology Services Leaders to determine staff scheduling service requirements and establish service level agreements; ensures required services are delivered and are modified as team requirements change. Acts as the point of escalation for Technology Services staff and provides support and guidance in unclear situations.
• Provides feedback and coaching when issues arise related to staff performance and client feedback. Engages and leads staff by creating a work environment that motivates and inspires team work that delivers high employee and customer satisfaction. Establishes clear definitions of responsibility for each employee, ensures adherence to efficiency, quality and customer service standards; provides coaching and guidance, and reviews workload assignments. Investigates work and staff issues and where necessary initiates disciplinary action up to and including termination in consultation with Human Resources.
• Defines an effective workforce plan, identifies and supports training needs and staff development, and evaluates individual and team performance in collaboration with key stakeholders.
• Develops, implements, and evaluates new or changed team policies, methods and procedures to meet team goals and objectives and stakeholders’ service requirements. Develops and reports on Key Performance Indicators relative to team goals and objectives.
• Contributes to business process improvement activities by working closely with technology and application specialists and functional experts to review processes, tools, services, policies and systems and implement appropriate changes using Key Performance Indicators. Coordinates team initiated Requests for Change with stakeholders and change owners to move changes forward as required. Maintain team Risk Register and contribute to business cases as required.

 

What you bring

Qualifications

• Proficient experience supporting Microsoft Server Operating Systems
• Hands on experience with vulnerability management and patch deployment tools (SCCM, Tenable) within large 24/7 infrastructures
• A level of education, training, and experience equivalent to a Bachelor’s degree in Information Technology, or other related field plus a minimum of five years’ recent related leadership experience in an enterprise IT environment.
• ITIL Foundation certification. Advanced ITIL certification(s), experience with IT Service Management software suites such as HP Service Manager or IBM Tivoli, experience with report generation utilizing Crystal Reports, Business Objects, or similar and prior experience with Release or Change management processes, concepts and tools preferred.
• Outstanding written and verbal communication skills (technical and non-technical communication).

 

Assets

• Extensive experience with problem and incident management processes, concepts and tools. Experience in an enterprise IT environment in the role of problem manager, incident manager, process analyst, or similar.
• Working knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications.
• Strong interpersonal and client interfacing skills.
• Ability to work within a team environment.
• Strong attention to detail, troubleshooting, problem-solving, and analysis skill sets.
• Ability to organize resources across different teams to drive resolution of system critical issues. Ability to direct and manage SLA oversight, adherence and reporting. Ability to manage communications and maintain team focus on service restoration during critical outages. Ability to manage multiple priorities and work independently to achieve team goals. Ability to develop, implement, measure, and improve repeatable IT processes

Skills & Knowledge

• Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
• Supports team members on their learning journey, ensuring education strategy for team/department to implement Indigenous Cultural Safety at a practical level.
• Works collaboratively with appropriate Indigenous teams/departments to ensure ICS lens applied holistically.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

 

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: $86,398 - $124,197/ 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 Ave, Burnaby, BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 0900-1700 (Monday to Friday)
Requisition # 144608E

 

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

 

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 – Cultivate partnerships – Serve with purpose.

 

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

 

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

 

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.