Director, Service and Performance Management, West

8 months ago

Burnaby, Canada PHSA Full time

**Director, Service and Performance Management, WEST Alliance Office**

AO Program Relationship Lead

Burnaby, BC

**PHSA Alliance Office Background and Overview**

The purpose of the PHSA Alliance Office (AO) is to provide overall management and accountability for delivery of the Workplace Evolving Services and Technology (WEST) Agreement, focused on driving transformation of the Services and achieving Desired Outcomes.

PHSA and NTT have committed to work together through joint development and mutual agreement of a Shared Vision (shared intention), six Guiding Principles and Intended Behaviours (behavioural statements), meant to guide the nature of the business relationship and document the mutual primary objectives and aspirations. This commitment assists in establishing a collaborative relationship where all parties have a stake (are Vested®) in the mutual outcomes and work together to achieve same.

The WEST relationship management structure enacts and supports joint policies, practices and governance structures that emphasize the importance of maintaining and enhancing collaborative working relationships, attitudes and behaviours. The governance structure has horizontal or peer-to-peer alignment, ‘two in a box’, because PHSA and NTT are accountable for success, together.

**Role Summary**

In accordance with the Mission, Vision and Values, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Director, is accountable for ensuring the WEST Outcomes Architecture which sets out the Desired Outcomes, Objectives, and associated Performance Standards used to guide, measure, and inform the overall performance of the Services is managed effectively and, if agreement by all parties, supports the evolution and transformation of these over the course of the Term to align with and meet the needs and responsibilities of all parties. This position manages multiple, concurrent deliverables within tight timelines and exercises professional judgement involving complex and diverse issues, as well as the need to lead, negotiate, consult and collaborate with a wide variety of Executive Stakeholders and Vendor Representatives. Errors in judgement, decision-making, service timeliness and design have the potential to impact a broad base of HA End Users in the clinical environment.

**What you’ll do**
- Oversees budget & resources for area of responsibility, including approving budget recommendations, allocating resources, monitoring budget performance, planning & adjusting operations. Represents WEST as a member of various PHSA service and/or performance management forums and initiatives.
- Leads, facilitates and reviews with all parties (i.e. AO, NTT, HAs) Performance Standards, including performance against such Performance Standards, as well as related management and operational issues relating to the Performance Standards
- Manages and oversees process development, reporting, monitoring and integration between the HAs and NTT required to support the Service Performance Standards, Management, Outcomes Architecture and Requirements Roadmap.
- Oversee the development, implementation and ongoing monitoring of a Quality Management (QM) and Assurance (QA) Plan by which performance against the Performance Standards is measured, calculated and analyzed; as well as aligns with and support reporting and Monitoring Requirements.
- Adds, deletes or modifies the Performance Standards with the aim of establishing Performance Standard metrics that reflect targets based on historical performance against the Performance Standards, with reference to the Statement of Intent.
- Leads and/or participates in advisory groups, special task groups, and strategic planning teams, providing independent strategic business and service / performance management advice
- Co-Chair and voting member of the WEST Operational Management Committee (OMC).
- Member of the WEST Executive Management Committee, whose accountabilities include the following:

- Developing and implementing the WEST strategy;
- Ensuring alignment to the Statement of Intent;
- Managing the Innovation and Transformation, and Service Delivery programs;
- Championing the achievement of the Desired Outcomes; and
- Other responsibilities, as defined in the Terms of Reference.
- Ensures achievement of the Performance Standards per the terms of the contract, business requirements and strategy for in scope devices. Responsible for service and performance management related process design; and planning & enactment.
- Provides leadership on, and ensures completion of, incident resolution, root cause analysis for major incidents..
- Oversees staff, establishes clear definitions of responsibility, evaluates performance in collaboration with appropriate stakeholders, fosters a posi

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