Manager IT Operations

6 months ago

London, Canada VON Canada Full time

**Requisition Details**:
Employment Status: Regular, Full Time (1.0 FTE)
Program Name: IT/IS
Number of Hours Bi-Weekly: 75
Work Schedule: Days
On Call: Yes
Travel: Yes
- This position can be based out of any of our offices in Ontario and Nova Scotia. The position is currently remote but does require on-site attendance periodically when required._

**Job Summary**:
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.
- 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

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