Providence Healthcare N16-84 - INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) OPERATIONS MANAGER - Permanent Full Time in Toronto, Ontario

Competition #: N16-84

Job Type: Permanent Full Time (1.0FTE) - Days

Department: Information and Communication Technology (ICT)

Closing Date: Position remains open until filled


Reporting to the Chief Information Offer (CIO) and Director, Information and, Communication Technology (ICT), the Information and Communication Technology (ICT) Operations Manager is responsible for the planning and operations of ICT at Providence Healthcare.

This role will provide leadership to ensure the dependability, availability and security of Providence Healthcare’s information technology infrastructure while providing exceptional leadership in managing ICT resources and ensuring stability of day-to-day operations to meet the needs of Providence. The ICT Operations Manager is responsible for leading, motivating, and empowering staff in the successful performance of their tasks and responsibilities while encouraging innovation. This position is also responsible for fostering the development of highly professional and customer focused standards for staff. All duties are performed in accordance with the Mission and Values of Providence Healthcare.


Strategic and Tactical Planning:

  • With the CIO and Director, ICT, develop, review, update and facilitate strategic plans for Information and Communication Technology (ICT) on an ongoing basis in consultation with the organization;

  • Prioritize, organize and meet the ICT support needs of clients within the enterprise;

  • Remain informed of technological changes and trends and their possible impact on the organization;

  • Support the organization in its use of ICT, and in the planning, selection, and implementation of information systems and other technologies to support its strategic goals;

  • Establish, promote and enforce adherence to appropriate ICT standards, policies and procedures to support enterprise goals;

  • Establish and maintain an appropriate ICT infrastructure to support the organization’s operations;

  • In collaboration with the CIO and Director, ICT prepare and manage ICT operating and capital budgets;

  • In collaboration with the CIO and Director, ICT, identify and justify ICT staffing requirements, and maintain proper compliments, based on current and projected enterprise requirements;

  • Develop project plans, implementation schedules, and project budgets;

  • Develop and ongoing evaluation of disaster recovery plans.

ICT Operations:

  • Manage staff, ensuring that tasks are assigned and carried out in a timely, professional manner;

  • In collaboration with the CIO and Director ICT, communicate and promote the enterprises ICT achievements, both internally and externally;

  • Manages the Service Desk functions including tracking, monitoring and reporting of all service desk request categories, priorities and response times;

  • Monitor progress on projects and ensure priorities and projects are supporting ICT strategic priorities;

  • Conduct periodic reviews of application, system, and network performance, recommending and implementing measures to ensure their continuous improvement;

  • Responsible for ensuring proper documentation standards are adhered to as it relates to defining: user requirements, functional and non-functional specifications, change management, operations and Service Level Agreements (SLAs);

  • Performs lead role in the execution and control of infrastructure operating plans;

  • Manages the day-to-day operations of key service areas, assigning, coordinating and reviewing the work of technical analysts and assisting and collaborating with other ICT staff, to deliver the technology framework for day-to-day organizational operations;

  • Participates in the evaluation of new applications – particularly those applications which support and further strategic organizational objectives;

  • Develops and enforces strong security, privacy and configuration and change controls for all operational systems in areas of responsibility;

  • Oversees and ensures integrity of IT infrastructure asset management, ensuring all systems are appropriately documented and recoverable.


  • Bachelor degree in Computer Science or related discipline, or equivalent experience;

  • Minimum five years’ leadership experience in an ICT environment;

  • Minimum ten years’ experience working in large organizations;

  • Healthcare experience, particularly in Ontario hospitals or Long Term Care (LTC) facilities;

  • Must possess knowledge of have extensive practical experience in healthcare and IT practices;

  • Demonstrated leadership skills and the ability to motivate and build teams;

  • Commitment to providing service delivery through a strong customer service focus;

  • Ability to evaluate and prioritize ICT projects within the context of organizational goals and strategic objectives;

  • Proven project management skills and the ability to promote a project management philosophy;

  • In-depth understanding of Information Technology and healthcare solutions;

  • Ability to prioritize and perform multiple tasks with minimal direction;

  • Ability to multi-task and prioritize among a number of process and problems;

  • Demonstrated ability to adapt to a changing environment;

  • Ability to work in a team environment;

  • Good problem solving and analytical skills;

  • Demonstrates keen interest in continuous learning and professional development;

  • Knowledge of Information Technology Infrastructure Library (ITIL) processes and the ability to promote and implement configuration and change control procedures;

  • Knowledge of applicable data privacy practices and laws;

  • Ability to conduct advanced product and solution research and provide recommendations in line with departmental and organizational objectives;

  • Ability to present and document ideas in a clear, concise and understandable manner;

  • Self-motivated and direct with keen attention to detail;

  • Proven analytical and problem-solving abilities;

  • Ability to effectively prioritize and execute tasks in a high-pressure environment;

  • Experience working in a team-oriented, collaborative environment;

  • Excellent interpersonal and communication skills, and ability to effectively act as an agent for Providence Healthcare with external contacts such as suppliers and partners;

  • Excellent presentation skills;

  • On-call availability as required;

  • Very good attendance record;

  • Good performance record.

Job Industry (Choose up to 3 industries) (EN): Healthcare and Medical Services

Career Level (EN): Management