Solution Manager Infrastructure Service

7 months ago

Toronto, Canada Workplace Safety and Insurance Board Full time

Leading on a day-to-day basis an assigned portfolio of branch operations, project delivery and governance responsibilities to deliver high level of quality, availability, reliability and performance for WSIB’s outsourced and managed Infrastructure Services containing Network, Cloud, and Data Center technologies.

Accountable on an ongoing basis for shaping the short-term plans and long-term strategy aligned with the broader IT roadmap for assigned service portfolio and responsible for providing input into the overall divisional strategies including further optimization opportunities including outsourcing of existing or new services.

Works with Leads, Managers and Directors to build and maintain collaborative, trusting relationships with internal and external stakeholders as well as strategic vendors/suppliers to ensure the appropriate design, installation, configuration, maintenance, support and optimization of new and existing infrastructure solutions

**Major Responsibilities**:
**Operations, Project Delivery and Governance Oversight**
- Leading an assigned portfolio of branch operations, project delivery and governance responsibilities to deliver high level of quality, availability and reliability for Infrastructure Services containing Network, Cloud, and Data Center technologies.
- Determine and execute IT staffing capabilities and sourcing strategy based on weekly reviews of assigned service portfolio based on client demand and required skills.
- Oversee the technical resolution of incidents, problems, service request, and change requests for infrastructure services, ensuring quality and compliance to policy, standards, and contractual service levels from suppliers as required.
- Lead the internal and external audit exercises for assigned portfolios, such as compliance audits to outsourced infrastructure services, which can include findings around risk and staff compliance gaps and remediation actions, which could include further optimization opportunities such as outsourcing of existing or new services.
- Track and manage the utilization of infrastructure assets internally and by clients, including hardware and software with complex licensing models, to meet client needs, while ensuring compliance and identify procurement requirements.
- Maintain the currency level of hardware and software by identifying risks and obtain buy-in from IT and Business for remediation, which require support from cross-functional teams.
- Oversee the technical and people resource capacity utilization assessments based on client needs, monitoring service consumption, and identifying opportunities for efficiencies leveraging current and/or new external service agreements.
- Oversee the creation, maintenance, and enforcement of system standard for service optimization and risk avoidance.
- Overseeing the deployment and provisioning of infrastructure solutions and being accountable for signing off the operational readiness of the new technology solution, and managing escalations due to gaps identified.
- Leading on a day-to-day basis an assigned portfolio of infrastructure delivery and governance responsibilities for multiple, highly complex, and concurrent IT and Corporate programs and projects via WSIB’s outsourced and managed infrastructure services.
- Maintain a holistic view of all IT and Corporate projects under the assigned portfolio involving infrastructure services and manage ongoing priorities, challenges, resources allocation, conflicts, and govern the supplier‘s involvement in project delivery activities.
- Providing input to project sponsor on project plans, financial estimates, resourcing estimates, business cases and high-level solution documents.
- Oversee the collection of infrastructure requirements for projects from corresponding internal clients and other IT stakeholders and make the appropriate recommendations, including scope of external supplier delivery model.
- Accountable for the negotiation and completion of supplier project delivery contracts with supplier Managers and Directors and govern the compliance, quality and timeline.
Ensure that new and updated infrastructure components are compliant with current WSIB IT standards and that internally managed and externally provided cost and resource estimation is executed and validated using a standardized approach and tooling

**Business and Strategy**
- Accountable for shaping the short-term plans and long-term strategy for assigned portfolio and responsible for providing input into the overall divisional strategies.
- Day to day governance of strategic outsourced and managed suppliers related to continuity, service improvement and risk management including budgetary, financial, contractual obligations and resourcing capacity and attrition.
- Execution of Infrastructure Services vision for assigned portfolio by creating tactical and strategic plans aligned with market conditions for outsourced and managed services, participate in business planning

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