Careers at Niagara Health

Job Details

Job Title:

DIRECTOR, INFORMATION TECHNOLOGY (IT) OPERATIONS, FT

Posted Date:

2025-03-20

Closing Date:

2025-04-03

Functional Discipline:

CORPORATE

Job Description

VACANCY DETAILS

VACANCY NUMBER: 39989AC

JOB TITLE: DIRECTOR, INFORMATION TECHNOLOGY (IT) OPERATIONS, FT
STATUS: FULL TIME
DEPARTMENT: INFORMATION TECHNOLOGY
LOCATION: MAROTTA FAMILY HOSPITAL - ST. CATHARINES SITE
HOURS OF WORK: 75 HOURS PER PAY PERIOD

POSTING DATE: 20 MARCH 2025
CLOSING DATE: 03 APRIL 2025

UNION: NON UNION
WAGE RANGE: $82.846 to $93.733

Join Our Extraordinary Team at Niagara Health!
Niagara Health (NH) is a regional hospital system with multiple sites and a growing network of community based and virtual services. We believe every person in our region deserves to live every day of their life in the best health possible and are committed to transforming hospital care in Niagara.

In alignment with Our Purpose: Extraordinary Caring. Every Person. Every Time: we are looking for a dynamic leader who excels in engaging people, promoting quality, building successful teams, planning and decision making.

Under the direction of the EVP, Digital Transformation and CIO, the Director Information Technology Operations will work closely with interested and affected internal and external parties to identify, analyse, recommend, implement and optimize technology-based solutions that support the delivery of excellence in patient-focused care. The Director, IT Operations will lead an established service-oriented team to take them to the next level of the transformation journey: inspiring innovation while achieving capability maturity. This individual will build strong relationships with interested and affected internal and external parties across the full continuum of care. As a senior member of the team, this role will bring innovative thinking and acumen for problem-solving and relationship management and be pivotal in further building the Information Services Division. Not only will they have significant impact across our multi-site structure they will be the key lead for improvements to systems availability and performance, servers and data centre operations, data storage, backup and recovery, computer networks and telecommunications, as well as strong financial stewardship of technology resources

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

Operational Management
o Develop and manage capital and operating budgets to ensure fiscal portfolio health, prudence and oversight of existing financial resources and reporting
o Establish benchmarks and key performance metrics, monitoring to continuously improve customer satisfaction levels
o Following ITIL best practices, continuously improving systems availability, performance and recoverability
o Implement security and change management best practices throughout IT operations, and standardizing technologies where applicable
o Ensuring regular report(s) on compliance with all service agreements and mandates
o Maintain an appropriate lifecycle for centralized technology assets, within an ITIL-based framework
o Authorize and oversee the deployment, monitoring, maintenance, development and support of all hardware and applications
o Define, communicate and continuously evaluate service level agreements
o Effectively manage key assets, including data centres, servers, networks, voice systems against agreed SLAs, capacity and financial performance targets
o 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)
o Build relationships and trust with internal partners such as enabling services or clinical, understanding business needs and requirements
o Foster a collaboration culture between Digital Transformation and Business Intelligence teams making sure that priorities are understood and communicated to all affected internal and external parties
o 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
o Provide oversight and monitor the portfolio, manage emerging requests, resource capacity, and risks
o Manage IT staffing including recruitment, supervision, scheduling, professional development, performance evaluation, succession planning and disciplinary actions
o Act as the escalation point for departmental operational commitments and service levels

Solution Acquisition and Deployment
o Work with internal and external teams to assess configure and deploy solutions to address business needs
o Advocate for shared investment opportunities internally as well as regionally to recognize efficiencies and economies of scale
o Support procurements through knowledge of BPS guidelines, contribute to and communicate corporate direction; participate in contract negotiation and subsequent ongoing vendor relationship management
o 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
o 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
o Direct activities to understand business needs to recommend potential technology solutions in support of new initiatives, opportunities and procurement opportunities

QUALIFICATIONS:
o University degree (Master's degree preferred) in Computer Science, Information Technology, Information Management or a related field
o 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
o 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.)
o Demonstrated management in a complex environment with effective interpersonal and negotiations skills including outstanding written and verbal communications skills is required
o Certification in ITIL or demonstrated knowledge of ITIL v4 and The Open Group Architecture Framework (TOGAF) is preferred
o Experience designing and delivering large programs and projects such as large-scale capital projects
o Knowledge of business theory, business processes, management, budgeting and business office operations
o Strong understanding of human resource management principles and practices
o Proven experience in IT infrastructure strategic planning and development, project management and policy development
o Solid understanding and technical knowledge of current network, operating systems, hardware, protocols and standards
o Experience with the full SDLC from requirements analysis through to operations and support
o Superior understanding and the ability to translate corporate priorities into operational objectives
o 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
o In depth knowledge of applicable laws and regulatory requirements as they relate to IT in health care in Canada
o Experience in leading Hybrid Data Center Implementations and managing infrastructure services and cloud-based services
o Proven ability to build strong interpersonal relationships throughout all levels of the organization, with demonstrated political acumen
o Ability to succinctly relay information to the organization in business language with a clear understanding of business impacts
o Proven ability to work effectively within a multi-disciplinary team while demonstrating solid leadership skills
o Results-oriented and client-focused with a commitment to excellence
o Experience developing staff and fostering a highly effective team in a collaborative environment
o Excellent written, verbal and interpersonal communication skills and emotional intelligence

Questions, quoting the job posting number, may be directed to hrrecruit@niagarahealth.on.ca

At Niagara Health, we value diversity, equity and inclusion, and welcome applications from all people. We are especially interested in hearing from you if you are excited about being part of a respectful and hard-working team in the beautiful Niagara Region, have a passion for service and excellence in healthcare, have a background or related expertise in the healthcare environment, supporting patient care and providing extraordinary customer-service.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

At Niagara Health, we are committed to advancing diversity, equity and inclusion. As a part of this work, we collect information on Ontario Human Rights Code grounds and non-Code grounds in order to: hire and retain diverse talent, prevent and/or address systemic barriers to access and opportunity, improve service delivery and programs and advance diversity and inclusion overall. All identification questions are optional and include a "prefer not to answer" option.

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