Director Information Technology Operations

Director Information Technology Operations, Permanent Full-Time

Information Technology, Marotta Family Hospital- St Catharines site

Hours of work: 75 hours per pay period

Union: Non Union

Join Our Extraordinary Team at Niagara Health!

The Director of IT Operations will oversee the operational effectiveness of the IT Operations Team to ensure alignment to and the support of NH strategic objectives. This role will provide leadership across a full range of IT services related to: Technology and Infrastructure, Networking, Cybersecurity, Telecommunications, Switchboard/Resource Centre, Service Desk and Customer Support. In addition, the Director IT Operations will define and establish processes where necessary to improve operational efficiency and ensure alignment with industry leading practices such as ITIL, TOGAF, etc. The Director IT Operations will work closely with the Executive Team, Clinical Systems and Informatics team, Enterprise Intelligence teams and clinical teams to identify and prioritize technology investments that improve the patient and staff experience, enhance productivity and information security, enhance innovation and/or reduce costs. This technical leadership role will also be significantly involved in the planning and design for the new South Niagara Hospital Project.

Strategic Management

1. Support and implement the departmental vision and strategic initiatives; sustain the transformational journey for service excellence
2. Advise on leading eHealth and technology industry trends, emerging technologies, and best practices to enable healthcare of the future
3. Establish a culture of customer service, innovation and teamwork according to the IT operating principles
4. Champion IT architecture across the NH, balancing a structured approach with agility in IT governance
5. Provide solution advice to the clinical and business areas, supporting decisions with data, cost/benefit analyses and options
6. Create and monitor tactical plans required to fulfill strategic objectives
7. Nurture and grow IT skillsets and functions aligned to future needs
8. Represent NH IT interests at regional and provincial meetings as required

Operational Management

1. Develop and manage capital and operating budgets to ensure fiscal portfolio health, prudence and oversight of existing financial resources and reporting
2. Establish benchmarks and key performance metrics, monitoring to continuously improve customer satisfaction levels
3. Following ITIL best practices, continuously improving systems availability, performance and recoverability.
4. Implement security and change management best practices throughout IT operations, and standardizing technologies where applicable
5. Ensuring regular report(s) on compliance with all service agreements and mandates
6. Maintain an appropriate lifecycle for centralized technology assets, within an ITIL-based framework
7. Authorize and oversee the deployment, monitoring, maintenance, development and support of all hardware and applications
8. Define, communicate and continuously evaluate service level agreements
9. Effectively manage key assets, including data centres, servers, networks, voice systems against agreed SLAs, capacity and financial performance targets
10. Develop a work plan for achieving planned outcomes for this role (i.e., delivery of key technology projects for multi-site integration, staffing and budgetary plans)
11. Build relationships and trust with internal partners such as enabling services or clinical, understanding business needs and requirements
12. Foster a collaboration culture between Digital Transformation and Business Intelligence teams making sure that priorities are understood and communicated to all internal and external affected parties
13. Work closely with Enterprise Cyber Security Team and OH partners to ensure that the infrastructure is secured and protected and ready to respond to any cyber threats or incidents. Ensuring that data confidentiality, integrity and availability is maintained without compromise
14. Provide oversight and monitor the portfolio, manage emerging requests, resource capacity, and risks
15. Manage IT staffing including recruitment, supervision, scheduling, professional development, performance evaluation, succession planning and disciplinary actions
16. Act as the escalation point for departmental operational commitments and service levels

Solution Acquisition and Deployment

1. Work with internal and external teams to assess configure and deploy solutions to address business needs
2. Advocate for shared investment opportunities internally as well as regionally to recognize efficiencies and economies of scale
3. Support procurements through knowledge of BPS guidelines, contribute to and communicate corporate direction; participate in contract negotiation and subsequent ongoing vendor relationship management
4. Oversee the development and implementation of IT policies and procedures across all areas including those required for architecture, security, business continuance, standards and service provision
5. Establish and maintain regular written and in-person communication across organizations and to all levels of leadership and front-line customers regarding pertinent IT Operational activities
6. Direct activities to understand business needs to recommend potential technology solutions in support of new initiatives, opportunities and procurement opportunities

QUALIFICATIONS:

1. University degree (Master's degree preferred) in Computer Science, Information Technology, Information Management or a related field
2. Minimum 10 years of leadership experience demonstrating progressive management responsibilities within the IT domain areas in an enterprise environment, preferably in a health care setting
3. Familiarity with commonly used healthcare applications and technology infrastructures is required (i.e., Windows, Linux Operating Systems, Microsoft 365 platform, MS Active Directory, Infoblox, CITRIX, Cisco Networking technologies, Dell/EMC data storage and DR systems, etc.)
4. Demonstrated management in a complex environment with effective interpersonal and negotiations skills including outstanding written and verbal communications skills is required
5. Certification in ITIL or demonstrated knowledge of ITIL v4 and The Open Group Architecture Framework (TOGAF) is preferred
6. Experience designing and delivering large programs and projects such as large-scale capital projects
7. Knowledge of business theory, business processes, management, budgeting and business office operations
8. Strong understanding of human resource management principles and practices
9. Proven experience in IT infrastructure strategic planning and development, project management and policy development
10. Solid understanding and technical knowledge of current network, operating systems, hardware, protocols and standards
11. Experience with the full SDLC from requirements analysis through to operations and support
12. Superior understanding and the ability to translate corporate priorities into operational objectives
13. Proven record of proactively anticipating future business and technical needs to assess their potential impact on the hospital's operations and patient care. This includes working with their teams to evaluate technologies and assess their potential impact on the hospital's strategic objectives and identifying opportunities to leverage emerging technologies to improve patient care and clinical workflows
14. In depth knowledge of applicable laws and regulatory requirements as they relate to IT in health care in Canada
15. Experience in leading Hybrid Data Center Implementations and managing infrastructure services and cloud-based services
16. Proven ability to build strong interpersonal relationships throughout all levels of the organization, with demonstrated political acumen
17. Ability to succinctly relay information to the organization in business language with a clear understanding of business impacts
18. Proven ability to work effectively within a multi-disciplinary team while demonstrating solid leadership skills
19. Results-oriented and client-focused with a commitment to excellence.
20. Experience developing staff and fostering a highly effective team in a collaborative environment
21. Excellent written, verbal and interpersonal communication skills and emotional intelligence