Manager, SDMB Operations

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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.

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About the job

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

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What you bring to the team

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.

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Additional information:

Note:

• T-HL-110874/17

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.