Job Description

Employment Type

:

Permanent Full-time

Location(s)

:

SK

Salary Range

:

$48.255 - $61.691 Hourly

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.



We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.



Our vision is "Connected healthcare, accessible to everyone, everywhere" with a mission to "Collaborate to transform healthcare through the use of information and innovative technology". It is a complex environment, constantly evolving and quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

About the Role:

Reporting to the Director, Operational Support Services, the Manager, IT Service Management (ITSM) will oversee day-to-day service management, operational support, quality and standards, and recruitment for Operational Support Services. This includes leading the development of an ITIL Centre of Excellence and maintaining and communicating ITIL processes and standards. This role is responsible for ensuring high-quality IT service management across multiple teams, with a focus on service excellence, ITIL standards, and customer experience.



The individual is part of a management team who collaboratively manages the first point of contact and customer support for critical applications within the Saskatchewan health sector and for MySaskHealthRecord services for Saskatchewan citizens. This position will facilitate communication among health sector stakeholders, including executive management, end users and the public as required, while working collaboratively with technical experts and vendors. With patients and the public at the forefront, the Manager will ensure that eHealth's programs, technology, and tools remain a top priority and functional for those who need them most.

Key Responsibilities

Manage the requirements, tracking, maintenance, and continual improvement of ITSM tools, ensuring alignment with organizational objectives.

Lead decommissioning tasks of legacy ITSM applications, and work with technical teams to ensuring smooth transition to modern solutions.

Oversee Service Desk standards, ensuring the highest level of customer experience and service delivery.

Develop and lead an ITIL Centre of Excellence, establishing and ensuring ITIL best practices and continuous service improvement.

Lead ITIL process adoption and improvement initiatives in alignment with the organization's ITSM transformation strategy.

Establish, implement, and communicate quality assurance frameworks, ITIL processes, and governance structures across all teams.

Drive the standardization and optimization of ITSM processes across Service Desk, Knowledge Management, and the IT Operations Centre (ITOC).

Work collaboratively with healthcare stakeholders, end users, and technical experts to ensure seamless IT service management and manage escalations, confidential IT requests, audits and reviews. Enhance ServiceNow capabilities, leveraging its full potential for automation, reporting, and service improvement.

Establish and monitor service quality metrics, SLAs, and KPIs to ensure performance targets are met.

Advocate and work collaboratively on ITSM process improvements by partnering with IT leadership and business stakeholders.

The ideal candidate will be a resilient leader who demonstrates:

Progressive experience in linking strategy and operations, IT polices, framework and practices;

Superior communication, problem-solving, accountability, systems management skills, and a solid track record in initiating and supporting collaborative work and innovation solutions; Knowledge of public sector budgeting, forecasting, accountability, and decision-making processes;

Understanding how to advance the strategic and corporate work of the organization and the goals of government overall;

Change agent with a proven track record in leading dynamic and diverse teams through provincial wide changes and times of uncertainty;

Ability to navigate and build strong relationships in a large, complex multi-enterprise environment;

Extensive leadership experience that enables you to lead, direct and manage a team of professionals;

Ability to think critically and view issues and challenges from multiple perspectives; and,

Reputation for integrity and a focus on service excellence.

Experience & Qualifications:

Demonstrated experience managing ITSM tool requirements, tracking, maintenance, development, and continuous improvement tasks and initiatives.

Proven ability to manage decommissioning tasks for legacy ITSM applications. At least five (5) years of experience in IT services field. Knowledge of ITIL principles, processes, and frameworks.

Advanced computer skills and knowledge of systems and applications, such as ServiceNow administrator functions, Active Directory and account management systems, and interdependencies of accounts. Advanced computer skills in Microsoft Office Suite (Word, Excel, PowerPoint, etc.)

Strong leadership skills, writing and presentational skills.


The successful applicant will have a mix of a strategic mindset, relatable educational and/or experienced background in IT Services and knowledge of service level agreements, queue management, and continuous improvement. They will need to be able to paint the strategic picture for those around them, while understanding the operational nuances that drive the business. Curiosity, innovation, and the ability to learn new subjects and apply them into practice, will also be critical.

We offer:

Dynamic work environment with opportunities to create and build;

A competitive salary;

A physical wellness flex benefit program;

A comprehensive benefits package, including pension; and

Paid vacation, scheduled days off and other types of leaves. (maternity/paternity/adoption/family/personal leave, sick leave)


If this role sounds like the opportunity you have been looking for to challenge yourself, make a difference in people's lives, and display your abilities - we would love to hear from you.


We are committed to workplace diversity.

Number of Openings

:

1

Closing Date

: Mar 19, 2025, 12:59:00 AMContact Us

recruitment@eHealthSask.ca