Manager – Information Services
Sunnybrook Health Sciences Centre
Toronto, ON, CA.
14h ago

Summary of Duties :

Reporting to the Director Client Services, the Information Services Manager is responsible for the management of a wide variety of Customer Support services, Operational activities and initiatives, as well as initiating and recommending work flow efficiency improvements that support our various clients and stakeholders across the organization.

This experienced IT professional has practical knowledge and experience in Service Desk and Field Operations management, management of service level agreements, service quality improvements, training and development, project management and focuses on continuous improvements of daily operations.

The IS Manager has experience with IT Service Model operations and governance structures, including management of Change Advisory Board and Architectural Standards Review Board.

The IS Manager works with cross-functional teams, multi-project team resources to ensure that projects are delivered on time, on budget and in accordance to defined requirements, scope, timeline and cost parameters.

Specific Responsibilities include the following :

Management :

  • Manage operations of key IS governance operations including Change Advisory Board and Architectural Standards Review Board
  • Develop and maintain formal procedures to ensure compliance and increased productivity
  • Develop policies and procedures to standardize department operations to ensure quality and SLA objectives are maintained.
  • Work closely with teams to ensure seamless handoff of new services to the operations environment Provide project management oversight to moderately complex initiatives across information services as required
  • Manage and deliver IT Master Service Level Agreement as required
  • Management of multi-campus (24x7x365) call centres and field operations as required
  • Provide on-call coverage of Service Desk operations as required
  • Assist with call centre operations during peak call times, as required
  • Provide application support for the call centre ticketing system
  • Analyze workload metrics to maximize resources and identify productivity trends
  • Identify risks that affect departmental effectiveness and relevant mitigation plans
  • Prepare operational reports and statistical analysis for Director Client Services
  • Vendor management
  • Maintain asset inventory and generate positive client / vendor relationships
  • Human Resource management of Service Desk, SLA team, Field Operations teams, as required
  • Monitor staff performance and established call centre standards
  • Conduct performance reviews and recommend / implement / monitor departmental objectives
  • Financial :

  • Support budget planning and monthly reconciliation and reporting as required
  • Participate with contract management / renewals
  • Qualifications / Skills :

  • Bachelor’s degree in computer science, engineering or a related study, or an equivalent combination of education, training and experience.
  • At least seven (7) years’ recent related career experience in a large, complex organization including experience with at least two IT disciplines from a client / server environment such as project management, systems analysis, network management, and operations
  • Excellent written and oral communication skills
  • Excellent problem solving and negotiation skills
  • Self-starter with strong interpersonal skills
  • Excellent time management and organizational skills
  • Strong project management and leadership skills
  • Experience in work flow efficiency and operations improvement
  • Technical Competencies Preferred :

  • Microsoft Exchange, Windows operating systems
  • ITIL foundation
  • Various PDA platforms
  • Clientless VPN
  • Enterprise antivirus, antispam, antispyware
  • Microsoft Office and other common PC applications
  • Qualified candidates are invited to submit their cover letter and resume (in one document) quoting 200523 to :

    Human Resources

    Sunnybrook Health Sciences Centre

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