Job Description

This role will work with internal clients primarily within the Specialized Claims and Recovery Services (SCRS) division. The SCRS division is focused on injured and ill people who need specialized claim support and recovery services, as well as has oversight of the design and delivery of health care and other clinical services. IT products and applications include those that are leveraged by internal staff as well as by external health providers. Relationship management, account management and other relevant IT client engagement management experience will be an asset to this position.T


he IT Client Engagement Manager serves as the "face of IT" to the rest of WSIB, working to stimulate, surface, and shape opportunities for capabilities and assets within and across functions and in the development of new streams of value. The IT Client Engagement Manager ensures that the benefits and business value from those capabilities and assets are defined, optimized, and recognized. This role works with leaders across the WSIB clusters and is responsible for guiding IT enabled business strategy. This role shares ownership for business value results.


Supports the Manager, IT Service Delivery and the CESD division to assess, plan, manage, and monitor the overall delivery of IT solutions and services to support the strategic and operational goals of WSIB. This role is accountable for the front end of the delivery framework and works closely with the Service Delivery Manager and team. The IT Client Engagement Manager works in partnership with senior business leaders to identify the technology, processes, structures and people to delivery on strategies. The IT Client Engagement Manager defines future opportunities that may have an impact to staffing and future delivery models.


The IT Client Engagement Manager is also responsible for developing customer service excellence and building positive working relationships with business clients, other ITC groups within WSIB, as well as vendors and service providers.

Major Responsibilities:

Client Engagement & Planning Activities


Partner with WSIB business clients to contribute to effective strategic and annual planning with a focus on business value to develop ideas, including digital awareness, risk assessments, business continuity, and business capability requirements. Correlate business value and priorities to planning activities and goal-setting. Partner with the IT Service Delivery Manager and other ITC groups to ensure a healthy and well-managed initiative and service portfolio. Identify business function opportunities and direct/influence approaches for adoption within the business partner organization. Assess impacts and work with business leadership to develop future roadmap and opportunities. Contribute to the identification of business partners' long-range plans and integrate into business capability roadmaps and priorities, as appropriate. Brief stakeholders on business partner plans and collaborate on the development of delivery strategies. Point of contact to work with the business, build relationships and be the strategic partner to the business Advocate for an awareness and focus on business partner strategic plans. Ensure that project/program managers of business partner projects are knowledgeable about the business partner and their objectives; engage as a project/program stakeholder, including evaluating project efforts and progress against joint strategic plans and objectives. Knowledge and awareness of industry trends and digital advances as they relate to new opportunities and business needs. Evaluate joint initiatives as they relate to corporate strategy to ensure convergence and opportunities for measurable success.

Partnership & Relationship Management


Interface between the ITC function and business partner to stimulate, surface, and shape opportunities and ensure that the potential business value from those assets and capabilities are captured, realized, optimized, and recognized. Develop a deep knowledge of the business partner's business area and build positive relationships, both horizontally and vertically. Ensure business value realization and optimization, from value plans through consultancy, business case development, financial awareness, managing expectations, and identifying opportunities to add value. Develop strong collaborative relationships with Delivery Leads and ITC Product Teams, engaging others in the co-creation development of opportunities and proposed solutions for clients. Ensure understanding of relevant ITC strategies and plans (e.g. IT Strategy, Architectural Roadmaps, Technology Roadmaps, approaches to managing risk) in order to bring a fulsome view of ITC perspectives to the development of portfolio plans and priorities with clients Remain informed of project and initiative progress, supporting consistent and effective communication. Support escalation and issue resolution efforts and the management of risk. Educate business partners about processes, roles, and capabilities. Establish communication processes and channels across business functions. Communicate ITC's performance in the business partner's portfolio on a regular basis. Measure and communicate business value realized with the business partner.

Quality Assurance & Continuous Improvement


Partner with other areas of WSIB to ensure end-to-end solutions and delivery are efficient and effective. Partners with external vendors/consultants and service providers to ensure business needs associated with projects/initiatives (planned or in progress) are being done in a manner that enhances the overall delivery of IT solutions and services delivered, including pre and post implementation work Review and analyze existing application effectiveness and efficiency, and then collaborate with Delivery Leads, Product teams and Enterprise Architecture to develop strategies for improving, leveraging or transitioning these systems.

1) Education requirements:


Post-Secondary education in a technology related field (Computer Science, Mathematics, Information Systems, and Engineering) or equivalent minimum. Post-Secondary education in both: + a technology related field such as Computer Science, Mathematics, Information Systems, Engineering AND a business related field such as Marketing, Human Resources, Business Management preferred

2) Experience:


10 years' experience in the delivery of IT/business system services in a medium to large organization 5 years management experience minimum, 10 years management experience preferred (account management, relationship management, customer success management experience is an asset).

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.


We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.


Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB's Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.


As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.