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Lead, Technology Services

Burnaby, BC
Full Time
19 days ago
Lead, Technology Services

AO Program Relationship Lead

Burnaby, BC


The Workplace Evolving Services and Technologies (WEST) agreement is an outcomes-based partnership between the BC Health Authorities and NTT DATA who are jointly committed to delivering, supporting, and enabling the tools and infrastructure that are foundational for clinicians and providers, in delivering health care for people in British Columbia. The objective of the WEST Agreement is to enhance the capability of the Health Authorities (HAs) to leverage technology (desktop and managed support services) to systemically improve the delivery of health services across the province of BC.

The PHSA WEST-Alliance Office (AO) was created to manage the relationship and the WEST Agreement with NTT DATA on behalf of PHSA and the HAs in BC. The AO monitors and supports the relationships, processes and services, with a focus on service excellence, continual service improvement and innovation. The AO is accountable for contract management and supports the provincial delivery of the WEST Strategy and its expected outcomes.

Role Summary

In accordance with the Mission, Vision, Values and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Senior Service and Performance Management Specialist is responsible for program, service and quality management within the Service and Performance Management Team. Reports to the Manager, Performance Quality Management and is accountable for customer and service provider/vendor management, including obtaining and reporting on feedback on the quality and delivery of services delivery and quality of services with respect to established service level agreements. Works in collaboration with other stakeholders to identify and report program/process enhancements and risks relative to delivered service. Performs gap analysis and business process mapping to ensure processes and systems are working efficiently and to identify areas for improvement. Adheres to industry best-practice based on Information Technology Infrastructure Library (ITIL) framework process standardization across the team. Participates in and contributes to strategic initiatives and support planning activities.

What you'll do
  • Liaises with clients and service partner to determine business requirements for services and reviews service level and/or performance levels; ensures required services are delivered and are modified as team requirements change. Acts as the point of escalation for Service Performance Management staff and provides support and guidance in unclear situations.
  • Assists and provides advice (if/when required) to the Director, Service and Performance Management, Managers and Alliance Office team members with service quality and performance audits, manages the implementation of approved recommendations related to the area of responsibility.
  • Provides assistance to other areas within the Alliance Office such as planning and delivery, performance, risk and quality management, client relationship management and other projects/initiatives related to the WEST agreement/contract.
  • Participates in the development of performance and service management program(s), including service definition to meet stakeholders' service requirements. Complete analysis, tracks and reports on program status and outcomes.
  • Reviews and evaluates quality of services as required. Contributes to business process improvement activities, recommends solutions and identifies/documents business/client requirements. Maintain team Risk Register and contribute to business cases as, project charter or other project management artifacts as required.

What you bring

  • A level of education, training, and experience equivalent to a Bachelor's degree in Information Technology, or other related field plus a minimum of five years' recent related leadership experience in an enterprise IT environment. ITIL Foundation certification. Advanced ITIL certification(s), experience with IT Service Management software suites such as HP Service Manager or IBM Tivoli, experience with report generation utilizing Crystal Reports, Business Objects, or similar and prior experience with Release or Change management processes, concepts and tools preferred.
  • Outstanding written and verbal communication skills (technical and non-technical communication). Extensive experience with problem and incident management processes, concepts and tools. Experience in an enterprise IT environment in the role of problem manager, incident manager, process analyst, or similar. Working knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications. Strong interpersonal and client interfacing skills. Ability to work within a team environment.
  • Strong attention to detail, troubleshooting, problem-solving, and analysis skill sets. Ability to organize resources across different teams to drive resolution of system critical issues. Ability to direct and manage SLA oversight, adherence and reporting. Ability to manage communications and maintain team focus on service restoration during critical outages. Ability to manage multiple priorities and work independently to achieve team goals. Ability to develop, implement, measure, and improve repeatable IT processes.

Skills & Knowledge
  • Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
  • Supports team members on their learning journey, ensuring education strategy for team/department to implement Indigenous Cultural Safety at a practical level.
  • Works collaboratively with appropriate Indigenous teams/departments to ensure ICS lens applied holistically.
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
  • Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-time

Salary Range: $86,398 - 124,197 /year. The starting salary for this position would be determined with consideration of the successful candidate's relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date:
Applications accepted until position is filled
Hours of Work:
0830-1630 (Monday to Friday)
Requisition #

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs:

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey-one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at

Please note the internal job posting will no longer be accessible after the expiry date of April 10, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday - Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day.
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About PHSA

Canada's first provincial health services authority. Provincial Health Services Authority (PHSA) is one of six health authorities – the other five health authorities serve geographic regions o...

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Health Care
10,000+ employees