Director, Service Delivery Implementation

We are seeking a dynamic and forward-thinking Director, Service Delivery Implementation - Major Hospital Development/Redevelopment to lead and advance project and operational change management strategies toward ensuring an effective and seamless transition to new facilities.

With expertise and knowledge of patient care delivery systems in primary, acute, and community settings, the Director will have an exciting opportunity to identify, address and champion the integration of clinical program needs into each phase of the Royal Columbian Hospital Redevelopment project.

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families:
The Director, Clinical Service Delivery and Change Management is accountable to lead and direct service delivery implementation and operations change management for all phases of capital facility development related to Major Hospital Development / Redevelopment Expansion Projects. The main focus is to ensure clinical program needs are met and the staff resources and prerequisite technology applications are in place for delivering service in the new facility to provide safe, effective services in the new facility.

Provides strategic leadership, guidance and oversight of designated projects throughout all phases including the integration and coordination of activities related to or impacting service delivery implementation and operations change management. Provides direction to and management of senior leaders, consultants and staff. Develops and implements capital and operating budgets including authorization, control and reporting of expenditures to ensure efficient utilization of financial resources. Ensures appropriate monitoring and reporting systems and measurements are developed and implemented, including risk management.

Collaborates with department leaders to provide advice and problem resolution on a variety of service delivery implementation and operations issues, human resource requirements, and areas related to the direction and development of the department, management/executive and partners within the site.

1. Responsible for service delivery implementation and operations change management consistent with the strategic and long-range plans of major hospital development /redevelopment and expansion projects.
2. Ensures clinical program needs are met and the staff resources and prerequisite technology applications are in place for delivering service in the new facility (service planning, implementation of technology projects, hiring, training, change management, coordination of activation and move activities and implementation, facility go live support and stabilization) to provide safe, effective services in the new facility.
3. Provides strategic leadership, guidance and oversight of designated projects and operational initiatives for implementation ensuring integration, alignment and coordination.
4. Oversees service delivery implementation planning and execution for major redevelopment and expansion projects by working with the internal and external stakeholders, consultants and leaders regarding plans, budgets, scope, schedule, risk, progress, status, and deliverables; provides assistance to assigned staff to ensure that project goals and deliverables are met; implements corrective actions, as required.
5. Develops and implements service delivery implementation strategy including, engagement planning, change management, and communications; establishes processes, protocols, tools and templates for coordination and management; develops a clinical operations governance structure to ensure engagement, input, decisions, and approvals related to service delivery are achieved to meet overall project delivery needs; develops site engagement strategies and plans for partnering with external stakeholders, such as RCH Foundation.
6. Reviews and approves capital and operating budgets including authorization, control and reporting of expenditures to ensure efficient utilization of financial resources. Prepares requires for budget adjustments and implements remedial and/or mitigation strategies.
7. Develops effective and integrated processes to assess project risks, identifies risk mitigation strategies and monitors risk; oversees risk management initiatives to ensure proper risk control of assigned areas of responsibility; ensures that contracts are developed and maintained according to Fraser Health and provincial standards for all procurements.
8. Ensures appropriate engagement, review and sign-off of service delivery implementation plans and deliverables; provides clinical operations support to the project to ensure coordination and alignment of service delivery initiatives with project delivery; establishes ongoing support for initiatives from project steering committees/leadership and user groups; keeps stakeholder aware of service delivery implementation status and ensures effective communication channels are in place; represents clinical operations at project working groups and committees, as appropriate.
9. Liaises amongst service delivery projects and initiatives teams, site leadership teams, and major project/redevelopment teams to coordinate and ensure overall site readiness and activations.
10. Provides overall leadership and managerial direction for direct reports and other assigned resources, including leaders, to plan and implement service delivery and operations change management initiatives to achieve target scope, schedule, budget and deliverables.
11. Manages and oversees the management of human resources including recruitment, professional development, performance assessment and discipline of employees and contracted resources within assigned areas of responsibility.
12. Oversees and/or manages contract scope of services documentation and ensures contracts are awarded in compliance with established governmental relations and Fraser Health policies.
13. Manages contacts awarded to consultants, contractor and other vendors to ensure compliance and intent.

Masters Degree in Business, Health Care Administration, Engineering, Health Sciences, Project Management or other relevant discipline, supplemented by ten (10) years recent related experience in progressively more complex management/leadership roles within a large multi-site environment with responsibilities for managing the planning and implementation of complex facilities operational readiness projects; or an equivalent combination of education, training and experience.

COMPETENCIES:

Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional/Technical Capabilities

• Demonstrated knowledge of financial and risk management.
• Demonstrated ability to negotiate and to facilitate consensus amongst various stakeholder groups with potentially conflicting requirements.
• Demonstrated ability to utilize creativity and innovation in problem solving and strategic planning.
• Demonstrated ability to direct external consultants, and contractors.
• Demonstrated ability to develop reports and presentations, and to conduct presentations to individuals or groups, to communicate information or obtain a decision.
• Ability to work under pressure with deadlines and changing priorities in dynamic, political environment.
• Broad knowledge of patient care delivery systems in primary, acute and community settings.
• Ability to operate related equipment including related software applications.
• Physical ability to perform the duties of the position.

Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations and is home to 32 First Nations within the Fraser Salish region.

People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 48,000+ staff, medical staff and volunteers.

We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner.

Together, we are the heart of health care.

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