The Manager IT Operations is responsible for managing an internal team responsible for the successful delivery of information technology services to end users. This position is accountable for formulating policies, analyzing workflow, establishing priorities, developing standards and setting deadlines within the framework of VON policies, procedures and standards.
Key Responsibilities: Manages System Administrators including: hiring, determining workload and delegating assignments, training, coaching and monitoring and evaluating performance. Ensures new or revised IT Ops initiatives are effectively interpreted and implemented. Plans and evaluates workforce and resource needs of assigned staff for the high-availability operational systems Maintains relationships with other IT personnel within VON Canada, external agencies, and with industry representatives in developing new or improved management procedures (i.e. SLA and Change Control). Oversees, monitors, and evaluates operations and procedures, programs, processes and/or practices for quality and effectiveness, and recommends changes to improve methods, procedures, service levels, and operational efficiency. Manages the provision of customer or technical support for internal and/or external computer information technology systems and network infrastructures. Confers with management relative to VON strategic goals, directs feasibility studies, recommends computer information technology solutions, and manages project implementation. Communicates with vendors on hardware and software developments and directs or conducts the research, review, recommendation and preparation of requests for proposals and/or bid specifications for hardware, network infrastructure, security software, and business application purchases. Provides technical assistance on issues, services, program(s), and/or computer hardware and software, etc. Interprets, clarifies, explains and applies VON policy and procedures, business practices, laws and regulations, etc. Determines work requirements, priorities, and best use of resources for scheduled operations as well as during unplanned incidents (system outages). Instructs employees in the use of new internal procedures and operating instructions and evaluates employees. Ensures security of assigned operational center and assumes delegated management responsibility during emergencies. Notifies appropriate personnel of problems or changes to operational schedules or service levels. Prepares statistical and narrative reports regarding operational, vendor, team, or user activities. Monitors service desk operations and escalates incidents to ensure client's issues are handled as expeditiously as possible and VON’s SLAs are met. Supports and maintains VON Canada’s Corporate Servers, Network, and Business Applications. Ensures integrity and security of VON Canada’s network and corporate data. Follows-up on support issues with dissatisfied customers to ensure that problems are resolved and customer service is improved. Researches and implements industry standards and IT Best Practices for incident, problem, and change management processes based on ITIL accepted standards. Creates and maintains documentation as it relates to system configuration, mapping, processes, and service records. Serves on and/or chairs policy, technical, personnel and user group committees. Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations. Provides input into budget forecasting along with monitoring and maintaining assigned fiscal budget responsibilities. Performs basic project management functions.
Common Leadership Responsibilities Promotes the strategy of VON and their role as an integrated community care provider to all stakeholders and staff. Prioritizes and ensures alignment of emerging opportunities in the community with VON strategic plan. Provides leadership in navigating the requirements and complexities of unionized and non-unionized environments. Coaches, advises, motivates, and provides leadership to staff. Creates a positive workplace for staff. Promotes the Lean team management approach to ensure a common paradigm of management and discipline of management practices. Ensures there are mechanisms for all staff to come together to hear of organizational news and to provide feedback on what is working and what is not working. Ensures all Districts have a plan to complete performance development and learning plans with all staff. Promotes common approaches to orientation, learning, motivating, recognizing and supporting staff when achieving organizational goals such as meeting or exceeding KPIs, meeting or exceeding milestones. Provides leadership in the promotion of a safe and healthy workplace ensuring workplace conduct and activities are in accordance with the provincial Occupational Health and Safety Act and Regulations, that KPIs related to safety are regularly reviewed by management, that appropriate investigations occur when needed, and plans to address issues are created and acted upon. Promotes the use of technology-based systems for the capture, transformation and distribution of knowledge. Abides by all confidentiality and protection of personal information policies, regulations and practices and ensures appropriate safeguards are in place in the Region.
External and Internal Relationships Establishes and maintains working relationships with departmental staff, including senior management, Executive Directors. Builds relationships with various external vendors and industry representatives to ensure effective support of Operations area and the implementation of new initiatives.
Education, Designations and Experience: Completion of post secondary education in a computer network related discipline. 7 years of progressive responsibility in an IT environment, including a minimum of 2 years at a supervisory level of responsibility and including experience in technical computer information technology systems, network infrastructure and security systems, with primary responsibility for the configuration of high-availability load balanced servers and network administration. Proven experience in managing and directing multiple projects in a complex environment. Strong knowledge of LAN administration in a Windows environment, including security issues. Hands-on software and hardware troubleshooting experience.
Skill Requirements: Ability to manage change, provide team management and achieve results. Ability to develop short and long-range plans that meet established objectives and contribute to the overall goals and mission of VON Canada. Ability to develop, implement and administer assigned computer information technology functions. Ability to communicate effectively with executives and staff at various levels within VON. Proven ability to lead a team in a challenging and time critical environment. Strong analytical, problem solving, communications, and customer service skills. Strong interpersonal and oral communication skills. Adept at reading, writing, and interpreting technical documentation and procedure manuals. Ability to conduct research into software issues and products as required.
Others: Work evenings and weekends as required, meeting deadlines and/or resolving unexpected problems. A current and original copy of a satisfactory Criminal Records Check. A Vulnerable Sector Search and/or Child Abuse Registry Check may be required. Ability to speak French is an asset in French Designated areas. The use of Personal Protective Equipment (PPE) may be required
Work Conditions and Physical Capabilities: Attention to detail; Lift and carry using appropriate lifting techniques; Bend, push, pull, grip, reach, kneel, crouch using good body mechanics; Walk, sit, stand, climb stairs; Hand movements.