Operations Manager, Service Operations Centre, Technology Services

Operations Manager, Service Operations Centre, Technology Services

BC Clinical & Support Services

Burnaby, BC

In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA’s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Operations Manager is responsible for the day to day operation of the Technology Services Service Operations Centre [SOC], that is responsible to Technology Services’ infrastructure first alert surveillance and response capabilities. The Operations Manager ensures that required staffing, management tools, and support model is established and maintained to ensure delivery of a 24/7 monitoring and response service. The Senior Operations Manager is the first point of contact for issue escalation, monitors effectiveness of management tools, and provides recommendations to optimize service delivery and support, tooling configuration and utilization. The Operations Manager is responsible for negotiating with internal stakeholders and external vendors to ensure the resolution of issues relating to Technological Services monitored infrastructure and services. The Operations Manager contributes to ongoing process improvements by recommending, developing, and implementing. Manages designated staff, communicates job function and work expectations, and carries out performance evaluations.

What you’ll do 

• Ensures the availability and ongoing operational management of the Technology Services 24/7 first alert surveillance and response Service.
• Performs issue triage and remediation/routing for monitored infrastructure with support from assigned SOC technical resources. Leads/coordinates issue remediation activities with other technology teams
  and application/service owners to restore service to normal operating state.
• Acts as the first point of escalation for SOC resources and system/service owners related to issue triage and remediation. Ensures that infrastructure alerts and ticket queues are monitored and managed.
• Monitors the availability of effectiveness of management tools to ensure continuous service operation. Provides recommendations to service and management tool owners on opportunities to optimize process and tooling configuration and utilization.
• Defines, documents, and communicates job functions and work expectations to assigned resources. Monitors day to day work performance to ensure that work activities are completed in accordance with documented standards, processes, and procedures.
• Oversees schedule management to ensure appropriate shift coverage for SOC job functions. Responsible for the hiring and ongoing performance management of SOC resources in accordance with established organizational polices and processes. Orients new SOC resources to key job functions, tool sets, processes, procedures, and work expectations.
• Produces management and operational reports to document service performance against defined service levels and effectiveness of daily operations. Reviews reports to ensure performance of assigned resources meets defined and documented expectations.
• Performs regular compliance audits to ensure work activities are being performed in accordance with defined standards and service level expectations. Audits controls to ensure they are fit for purpose.
• Liaises with Technology Services Operations Managers and teams on a regular basis to maintain currency on technical standards, tool sets, and operational practices.
• Coordinates, tracks, and reports on the execution of planned changes and scheduled maintenance activities performed by the SOC. Monitors the progress and status of planned changes performed by Technology Services Operations teams.
• Makes recommendations regarding improvements to toolsets, processes, and controls. Responsible for the development and implementation of continuous improvement plans to mature SOC capabilities and related processes/procedures, controls, and reporting. Produces business cases to secure funding to mature and expand SOC capabilities and scope, as required.
• Contributes to development and oversight of the SOC operating budget including participating in the annual business planning and budget review cycles. Monitors expenditures, and conducts variance analysis and reporting. Responsible for management of the SOC non-labour budget.

What you bring

Qualifications

• A level of education, training, and experience equivalent to a university degree in a program, such as Computer Science, plus related vendor network certifications, and five to seven (5-7) years’ of recent experience in an IT Operations management capacity within a complex enterprise environment. Prior public sector / health experience desired. Vendor designation [E.g. Cisco CCNA and/or Microsoft MCSE or equivalent designation] is preferred.

Skills & Knowledge

• Knowledge / experience with current network architecture/standards and industry best practices required to implement and maintain a reliable data network. Experience supporting an enterprise Server environment including Microsoft and Unix operating systems. Experience with Operations monitoring practices and tool sets. Experience in an IT Operations management role with direct supervisory responsibilities. Experience with ITIL processes [E.g. Change, Incident, Problem] required and ITIL designation preferred.
• Self-directed, highly motivated, and results-oriented. Sound judgment and decision making skills. Team player with well-developed interpersonal skills. Good written and verbal communication skills. Proficient computer skills using Microsoft Office.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents - including 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 - and how they intersect across the health care system.
• Supports team members on their ongoing learning journey, ensuring education strategy for team/department to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety at a practical level.Ensure integration of the legislative obligations and provincial commitments into policies, procedures and programs prior to engaging IH teams/departments.
• 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 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.).

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: $88,990-$127,923/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: Monday-Friday 08:00-16:00
Requisition #: 175998E

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 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 marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula 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 marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including 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.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of December 2, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.