Manager - Digital & IT Operations

Partners Community Health (PCH) is a new not-for-profit organization, focused on bringing healthcare services together around the needs of people living in Mississauga and West Toronto. PCH currently operates two new state-of the-art LTC homes and community hub in West Mississauga. The new homes have a combined 632-beds and be part of PCH's larger strategy that introduce innovative and inclusive programs and services and new models of care delivery. PCH is committed to building partnerships and connections that put people first, as well as a learning and leading healthcare community that provides best in class service across the aging continuum.

Position Summary:

We are seeking an experienced Manager, Digital and IT Operations to lead end-to-end IT and digital services and solutions, while providing high-level IT services. This role is responsible for the planning, delivery, and continuous improvement of IT services, as well as optimizing processes to ensure alignment with business and user needs. The ideal candidate will bring a strong blend of technical knowledge and leadership skills to drive digital innovation and IT excellence.

Key Responsibilities:

IT Leadership & Strategy

• Develop, implement, and maintain an IT infrastructure roadmap in alignment with the organization's overall business goals and objectives.
• Collaborate with teams to understand their strategic objectives and challenges and identify solutions to support the needs.
• Align IT solutions with business goals to ensure both immediate improvements in day-to-day operational efficiency and long-term growth for the company.
• Provide recommendations and implement solutions for technology investments and operational improvements.

Operations & Systems Management

• Ensure smooth day-to-day IT operations and deliver exceptional IT support with a strong customer service mindset.
• Oversee networks, cloud services, end-user devices, and office IT infrastructure.
• Utilize your technical expertise to provide hands-on support for critical incidents, troubleshoot complex technical issues, and guide technical implementations, escalating to vendors when necessary.
• Design, implement, and continuously refine IT services, processes, technologies, and change management strategies to optimize efficiency and staff satisfaction.
• Analyze departmental needs, identify vulnerabilities, and propose solutions to improve productivity, efficiency, and accuracy to inform business decisions.
• Oversee the maintenance, upgrades, and security of the organization's IT systems.
• Establish and track IT service performance metrics, prepare regular status reports for leadership, and drive remedial actions when KPIs fall short.
• Provide application support for systems, including PCH's clinical, HRIS, and finance enterprise systems.
• Assist with onboarding new employees, build strong relationships with the business, and enhance the employee experience by ensuring excellent client service, responsiveness, and timely, effective issue resolution.
• Establish, monitor, and analyze performance metrics for inbound IT requests.
• Identify problem areas and deliver solutions to enhance service quality and prevent future issues.
• Serve as the primary escalation point for critical incidents, coordinating resources to ensure timely and effective resolutions.
• Oversee and optimize the IT service operations budget, implementing cost-control measures.
• Lead the implementation of new digital solutions and IT applications, coordinating across departments to ensure smooth integration and user adoption.

IT Asset Management & Vendor Relationships:

• Oversee IT asset management, inventory, purchases, and budgets, including all hardware, software, licensing, and contracts.
• Manage relationships with IT service providers and vendors, ensuring cost-effective, high-performance partnerships for all IT services, including security and cloud services.
• Perform regular monitoring of all contracted services to ensure they are delivered according to agreed terms and that vendors meet performance expectations.
• Prepare cost-benefit analyses when necessary and monitor vendors to ensure they provide the best possible service and value for business needs.
• Lead IT projects, including system upgrades, migrations, and software rollouts, ensuring timely and successful delivery.
• Oversee IT budgets, balancing cost management with the need for strategic investments.

Team Leadership

• Provide mentorship and lead a team of IT support specialists, aligning team efforts with organizational goals.
• Foster a culture of accountability, collaboration, security, and efficiency within IT, ensuring the team delivers high-quality support and solutions.

Cybersecurity & Compliance

• Develop, maintain, and enforce IT security policies and procedures, including incident response and disaster recovery plans.
• Standardize IT policies, tools, and processes to ensure compliance with regulations.
• Implement the cybersecurity plan and roadmap, ensuring the security of digital assets, including data protection, cybersecurity measures, and compliance with relevant regulations.
• Conduct security audits and risk assessments to identify vulnerabilities.
• Ensure compliance with SOC 2, GDPR, and other IT governance frameworks.
• Provide training and awareness programs to ensure all employees understand their roles in maintaining security.

Qualifications:

• Bachelor's degree in computer science, engineering, or equivalent. (Master's degree is a plus).
• 10+ years of IT experience, including leadership roles managing teams and budgets, with a proven track record of leading digital transformation.
• Strong expertise in IT infrastructure, cybersecurity, digital platforms, cloud technologies, and enterprise systems.
• Excellent work ethic with the ability to multitask, manage stress during intense periods, and handle a wide range of projects and tasks.
• Exceptional listening, interpersonal, and written/oral communication skills, with the ability to engage all levels of staff, including senior management.
• Solid financial acumen to monitor overall IT spending and assess the connection between business activities and IT costs.
• Strong analytical skills in translating business needs into technology solutions, metrics, information flows, and services.
• Experience managing vendors, contracts, and IT budgets to optimize costs and performance.
• Excellent leadership, communication, and stakeholder engagement skills.
• Strong strategic thinking and problem-solving abilities, with the capability to make data-driven decisions that align with business strategy.

PCH is an equal opportunity employer and is committed to Equity, Diversity, Inclusion and Anti-Racism. We believe diverse and inclusive teams support strong decision making, fosters a culture of belonging and allows us to better serve our people, residents, and community. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we are committed to providing accommodations and will work with employees to meet their needs through the recruitment process. If you are a person with a disability and require assistance during the application process, please let us know. We embrace an inclusive work environment and welcome members of all backgrounds, experiences, and perspectives to apply.

To learn more about PCH, visit our website here: https://partnerscommunityhealth.ca/

To learn more about Wellbrook Place, the new long-term care homes and seniors hub, click here: https://www.partnerscommunityhealth.ca/wellbrook-place/

Applicants must be eligible to work in Canada. We would like to thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.

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