Manager, Infrastructure Services

Want to make a difference in your career? Consider this opportunity.

Digital Health Delivery Platform (DHDP) Program is responsible for the services, assigned resources and technical infrastructure within Digital/Public Health Infrastructure Services and provides a lead role with internal Ontario Health and external Ministry stakeholders that depend on the ongoing operation and expansion of the platform. Services that use the DHDP platform include COVID 19 Portal Applications (COVID 19 Results Viewer, Client Patient Portal), DHIR (Panorama), iPHIS (Public Health) and DHDR (Drug Repository).

The Manager, Infrastructure Services (DHDP) is responsible for managing the effective and efficient delivery of designated Ontario Health services in support of the DHDP. The Manager will work with key representative, to plan, coordinate across IT service providers and direct operational activities, as well as providing administrative direction and support to team members. The manger will also manage costs associated with such delivery of service, including planning for, forecasting and recovering costs.

Here is what you will be doing:
- Accountable for ensuring that Ontario Health and its service providers deliver project and operational services to expected service levels and delivery dates to meet commitments made for DHDP.- Manage a team of initiative leads, technical resources and deployment resources in coordinating and delivering services.- Interact with the Ontario Health IT Operational Managers and Service Managers on a regular basis to ensure that DHDP dedicated resources on Ontario Health matrixed teams deliver seamlessly to meet the MOH’s service levels and expectations- Engage with IT Operational Management team on a regular basis to ensure that DHDP dedicated on Ontario Health matrixed teams are resourced and skilled to meet to meet demand for DHDP.- Work with Project Managers and Service Managers on a regular basis by supplying technical resources and deployment managers to support deliverables.- Support DHDP project planning, complex changes and expansion to their assets.- Ensure clients of DHDP are kept fully informed on the progress of any unplanned service disruption.- Ensure that team members work in an efficient and effective manner to meet DHDP project and operational commitments.- Respond to DHDP service requests in a timely manner with a detailed response that meets customer requirements.- Develop business cases in support of DHDP requirements.- Manage costs associated with contracts, Memorandum of Understanding (MOU), projects and changes related to the services delivered, including cost-recovery aspects.- Interact with the MInistry on a regular basis to ensure there is alignment between planned charge-backs to the Ministry and their financial forecast; responding promptly to all related queries (e.g. with regards to any variance).- Responsible for the development of Ministry invoices and works with internal financial teams to ensure accuracy and alignment with DHDP forecasts; ensures detailed supporting information is supplied to the Ministry for prompt payment.- Support DHDP annual and multi-year business planning.- Participate in the annual operating budget and business planning, and manage operating budgets throughout the year ensuring that key financial targets are met.- Identify opportunities for improvements to processes; implement and track progress for approved initiatives.- Provide leadership, coaching and guidance to team members and support a culture of continuous improvement.- Keep current with trends and issues in technology and healthcare industries.- Comply with and adhere to Ontario Health standards and protocols with respect to privacy and security.

Here is what you will need to be successful:
Education and Experience- The typical minimum level of education to perform this job competently is equivalent to completion of a university (bachelor) program involving acquisition of an advanced understanding of complex concepts and procedures in an area of work related to assigned duties. This specialized training is often recognized by a degree.- Directly/indirectly related work experience representing continuous learning and required for someone to perform this job competently is ten to fifteen years.

Knowledge and Skills- Results oriented, demonstrated commitment to and achievement of client satisfaction within a 7x24 IT operations environment.- Strong stakeholder management skills including negotiation and liaising with external Ministry and internal project teams, ensuring scope, costs, requirements, resources are well defined and understood.- Ability to effectively build trust, make connections and establish relationships with stakeholders at various levels.- Demonstrated leadership skills in a variety of large and complex technology projects and programs in multiple sectors including healthcare.- Strong verbal, written and presentation skills, including experience in facil