IT Service Delivery Manager

3 weeks ago

Simcoe, Canada Workplace Safety and Insurance Board (WSIB) Full time
Job Summary:

As a key member of the Workplace Safety and Insurance Board (WSIB) team, the IT Service Delivery Manager will be responsible for leading the delivery of IT services that meet or exceed customer expectations. This includes managing a team responsible for the delivery and evolution of solutions to business problems, including structural, organizational, or procedural changes, requiring the application of information and communication technologies.

Key Responsibilities:
  • Manage and provide expertise to solution architects, designers, developers, and deployers of existing or new applications, systems software, and/or enhancements to existing applications/products throughout the enterprise.
  • Oversee hardware/software resources required in the delivery and maintenance of business applications or solutions.
  • Manage the implementation of business applications and products while taking into consideration Provincial and Federal legislation, Privacy Acts, WSIB Corporate Governance policies, and provide solution architecture expertise for all enterprise projects.
  • Plan, manage, and control the activities of "business as usual" work, including application currency, minor product enhancements, and fixes.
  • Provide leadership to approved projects, including developing and setting team strategies, mandates, mission statements, and objectives in keeping with organizational methodologies and values.
  • Lead the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team.
  • Provide technical leadership to solution architects, project managers/scrum teams, and programmers working on development project teams.
  • Continuously assess the team's approach and adapt planning tools, agile methods, and communication to improve ways of working and apply learnings within the teams.
  • Provide subject matter expert advice and information for RFPs and participate in RFP evaluation.
  • Manage staff resources, including recruiting, orienting, training, and development, setting objectives, assessing and managing employee performance, coaching, and counseling.
  • Manage internal and external dependencies, risks, issues, and blockers across teams.
  • Deliver projects and products using the appropriate agile project management methodology, learning, and iterating frequently.
  • Work with the Product Manager and Scrum Master to define the roadmap for any given product and translate this into user stories.
  • Actively participate in the Delivery Manager community, sharing and applying skills and knowledge and bringing in best practice.
  • Use appropriate tools and metrics, including sprint plans, burn-down charts, cycle times, and release plans, to report on progress and delivery timelines.
  • Identify and address blockers, inefficiencies, and other issues that impact service delivery.
  • Participate as a member of the Branch's management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives.
Requirements:
  • Undergraduate degree in a STEM-related discipline or equivalent.
  • PMP, ITIL, CSM certification preferred.
  • Minimum 8 years' experience in software development in a people management role.
  • 3 years' experience managing vendors.
  • 5 years IT financial management experience.
  • 3 years' experience in integration and middleware.
  • 2 years' experience in data and information management.
Our Commitment to Equity, Diversity, and Inclusion:

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We respect and value the diversity of our people and strive to create an environment where employees can be themselves and where our differences are celebrated.

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