IT Collection Support Services Manager - Ottawa, Canada - Canadian Blood Services

Canadian Blood Services

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job category:
Information technology

Job posting ID: 4673

Employment status:
Regular full-time

Position's anticipated start date:

Possible schedule/FTE:100%

Classification:
PTS/MGT/IT B

Salary/Rate of pay:
$105,000 - $121,000

Application deadline:

Together, we can make all the difference in the lives of others.
Be part of a dynamic, collaborative and caring organization committed to saving and improving lives.

Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada's Lifeline and make a meaningful difference.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play._

About the role

Canadian Blood Services is looking for a
Regular full-time
IT Collection Support Services Manager to join our dynamic
IT Infrastructure Operations & Delivery team.

The IT Collection Support Services Manager is responsible for the planning, delivery, and support of IT services used collection and production centres across Canada.

Key mandates of the IT Collection Support Services team includes acting as technical resources to receive, document, troubleshoot, resolve and escalate operational issues affecting collection centres.

Due to the time sensitive nature of requests, the IT Collection Support Services team provides high touch, prompt support so donor experience and CBS' ability to collect product (blood, plasma, platelets) is not impacted.

Key Responsibilities:

Staff Management:

Accountable for managing a team of technical specialists who provide support (7 days x 24 hours x 365 days) to CBS donor centres (whole blood, plasma) and production sites through IT service requests and incident intake processes.
Manage a team who provides support to various areas within the eProgesa and Concierge production environments and the Connected Mobile Donor Centre solution.
Conduct employee performance review and provide performance and appraisal rating.

Stakeholder Engagement/Strategy:

Work closely with internal groups and stakeholders in the planning, prioritization, and implementation of work within the approved schedule and budget.
Build and provide presentation material related to project and operational activities to stakeholders at various organizational levels.
Provide strategic and technical advice, identify issues, risks and recommendations to project teams, stakeholders, and senior management.
Identify opportunities for continuous improvement to reduce operational risks and optimize efficiency.
Gather and analyze technical and business requirements to design appropriate operational solutions.
Develop and execute operational and strategic plans to support both the required support and project delivery.
Manage the upgrade of IT Collection centre equipment and CBS IT platforms to ensure security and keep infrastructure up to date.

Compliance:

Ensure IT and Quality best practices and procedures are followed to maintain stable, secure and effective systems and infrastructure.

Incident Management:

Gather and analyze technical and business requirements to design appropriate operational solutions.
Participate in post incident review boards to overview root cause, business impact and improvement opportunities arising from incidents.

Financial:

Forecast and manage the cost structure of IT Collection Support, ensuring that an adequate budget is allocated to provide the required services. Provide suggestions for cost saving opportunities on the budget.

Qualifications:

Education, Training and Experience:

Postsecondary level education in a relevant discipline from recognized academic institution, preferably a University Degree in Computer Science, Information Systems, or equivalent.
Minimum of 5 years management experience in leading a multidisciplinary team of IT staff.
Experience in providing prompt IT Services in a time sensitive environment.
Experience with building customer/business relationships.

Required Skills:

Ability to work offhours during major outages when required.
Advanced organizational, communication and interpersonal skills.
Ability to manage team workload and track allocation of resources to projects/support to ensure high priority deliverables are completed in a timely manner.
Experience partnering with a wide variety of business and IT levels and experience backgrounds.
Ability to analyze data utilizing defined but different processes.
Ability to convey technical