Manager, SDMB Operations

Are you interested in an exciting opportunity to support critical ambulance services using voice technologies in Ontario?

The Technology Management and Solutions Integration Branch of the Health Services I&IT Cluster is looking for a manager to plan, manage and evaluate all aspects of I&IT voice operations for the Ministry.

What can I expect to do in this role?

In this role, you will:

• plan, manage and evaluate all aspects of I&IT operations for the Ministry's pre-hospital, ambulance system such as 911 phone systems, paramedic notifications, radio services, and voice recording and retrieval.
• prioritize major technical support activities and manage major tracking, analysis and corrections to address root causes of problems and persistent incidents
• lead and co-ordinate need identification, operational analysis and subsequent development, testing, implementation and maintenance of hardware and software installations
• participate as a member of the management team, providing functional input into strategic and operational plans and operational policy and procedural development
• lead, conduct and/or participate in comprehensive operations performance reviews
• plan and manage operational change and the change process to support the introduction of new hardware and software and related processes
• manages delivery of infrastructure services, including the delivery of services by external service providers
• develop project terms of reference in conjunction with clients, project plans, determine resource requirements and ensure technical support and ongoing advice
• develop and implement innovative and creative approaches, opportunities and initiatives for the delivery of high quality, value added and efficient services and products
• assess client needs, provide client advice and identify the development and operation of service delivery activities
• provide planning input for clients planning processes
• identify and recommend innovative new technology infrastructure services and alternative service delivery approaches
• assist with client budgeting, provide I&IT staff, products and services from third party vendors

How do I qualify?

Technical Skills:

• You have demonstrated knowledge and understanding of I&IT technologies (i.e. voice), industry trends and emerging developments.
• You have demonstrated experience managing technology operations for mission critical services.
• You have proven knowledge of networks such as radio, 911 phone systems, voice recording/retrieval systems, notification systems, server and database optimization, virtualization strategies, mobile and cloud technologies, business systems development, productivity software, facilities, inventory and asset management.
• You have the ability to interpret and accurately apply policy and legislation.
• You have demonstrated knowledge of related service delivery processes and performance analysis to provide cost-effective and efficient operations support such as infrastructure performance and change management; technology selection, installation and maintenance; user access techniques; capacity planning and storage management; security and contingency planning and implementation; helpdesk and problem management; user training; user configuration management; facilities and resource management; forms design and control; tendering, vendor and product selection, contract management and service level monitoring.

Management and Leadership Skills:

• You have the ability to foster an inclusive work environment with employees and stakeholders.
• You have experience managing technical staff, staff assigned on a project basis and external consultants delivering results.
• You have expertise in structuring, organizing and managing multiple projects, with a proven track record of successful project completion.
• You have demonstrated experience and knowledge in ITIL and IT service management framework and best practices.
• You have demonstrated skills in managing financial budgets and human resources, including labour relations issues.

Relationship Management and Political Acuity:

• You have experience building and maintaining relationship across the organization as well as external partners in order to gather input and build consensus and deliver on priorities.
• You have good judgement and political acuity to deal with highly visible, complex and politically sensitive issues.

Communication and Interpersonal Skills:

• You have demonstrated written, oral and interpersonal communication skills.
• You have experience preparing vendor agreements, project terms of reference and a variety of correspondence.

Analytical and Problem-Solving Skills:

• You have proven research, analytical, issues management, and problem-solving skills to apply risk management theories to support decision making.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Friday, September 29, 2017 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.