Manager IT Service Delivery (HYBRID)

Job Summary :

Manage a team responsible for the delivery and evolution of solutions to business problems, including structural, organizational or procedural changes, requiring application of information and communication technologies, which enable the business goals of the organization.

Work with internal staff and external service providers to deliver services that meet or customer expectations. Participate as a member of the management team in all planning activities undertaken by the Branch, and proactively and collaboratively work across the Cluster to achieve business outcomes.

Plan, coordinate, and manage all activities related to solution delivery, including requirements gathering, solution design, development, implementation and continuous improvement of applications products as part of the standards services provided to the various Client business areas.

Develop and maintain effective channels communication and relationships with stakeholders.

Major Responsibilities :

Plan, manage and orchestrate the activities of IT Service Delivery for assigned portfolio which includes annual planning of projects, initiatives and priorities, managing capacity, identifying resource requirements, allocating work, recruiting, establishing performance objectives, managing performance, coaching, conducting performance reviews, and providing guidance and feedback to staff. This includes :

Manage and provide expertise to solution architect, design, development and deployment of existing or new applications, systems software, and / or enhancements to existing applications products throughout the enterprise and ensure that any new software integration into WSIB systems meets functional requirements, system compliance, and interface specifications.

Overseeing hardware / software resources required in the delivery and maintenance of business applications or solutions

Manage the implementation of business applications and products while taking into consideration Provincial and Federal legislation, Privacy Acts, WSIB Corporate Governance policies and provide solution architecture expertise for all enterprise projects

Plan, manage and orchestrate the activities of IT Service Delivery for assigned portfolio which includes annual planning of projects, initiatives and priorities, managing capacity, identifying resource requirements, allocating work, recruiting, establishing performance objectives, managing performance, coaching, conducting performance reviews, and providing guidance and feedback to staff. This includes :

Manage and provide expertise to solution architect, design, development and deployment of existing or new applications, systems software, and / or enhancements to existing applications products throughout the enterprise and ensure that any new software integration into WSIB systems meets functional requirements, system compliance, and interface specifications.

Overseeing hardware / software resources required in the delivery and maintenance of business applications or solutions

• Manage the implementation of business applications and products while taking into consideration Provincial and Federal legislation, Privacy Acts, WSIB Corporate Governance policies and provide solution architecture expertise for all enterprise projects.
• Plan, manage and control the activities of business as usual work, including application currency, minor product enhancement and fixes.
• Provide leadership to approved projects including developing and setting team strategies, mandates, mission statements and objectives in keeping with organizational methodologies and values.
• Lead the collaborative, dynamic planning process prioritizing the work that needs to be done against the capacity and capability of the team
• Provide technical leadership to solution architects, project managers / scrum teams and programmers working on development project teams.
• Continuously assess the teams approach and adapt planning tools, agile methods and communication to improve ways of working and apply learnings within the teams.
• Provide subject matter expert advice and information for RFPs and participate in RFP evaluation.
• Manage staff resources including recruiting, orienting, training and development, setting objectives, assessing and managing employee performance, coaching and counselling.
• Manage internal and external dependencies, risks, issues and blockers across teams.
• Deliver projects and products using the appropriate agile project management methodology, learning & iterating frequently
• Work with the Product Manager and Scrum Master to define the roadmap for any given product and translate this into user stories.
• Actively participating in the Delivery Manager community, sharing and applying skills and knowledge and bringing in best practice.
• Use appropriate tools and metrics including sprint plans, burn down charts, cycle times, and release plans to report on progress and delivery timelines
• Identify and address blockers, inefficiencies and other issues that impact service delivery
• Participate as a member of the Branch’s management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives

Develop and maintain effective communication linkages and relationships internally with staff and externally with service providers to discuss and resolve issues, and exchange information of mutual concern.

Proactively and collaboratively engage with other teams in the organization (e.g. Client Engagement lead, IT Shared Services, internal customers, EPMO, etc.

with suppliers and partners, to enable effective communication in support of the delivery on new features and functionalities that add business value.

Implement application development and product delivery principles, policies, standards and guidelines while adhering to industry standards and best practices by :

• Partner with the Vendor / Consultants and Service Providers to ensure successful collaboration to enhance the Operational Service delivered to the WSIB and its business partners
• Facilitate meetings with service provider in the event of issues that involve non-WSIB resources. Gather WSIB resources as needed to plan, review and brainstorm throughout the problem investigation and resolution period
• Develop and administer assigned operating budget, authorize expenditures within approved budget and report on variances from approved plan as required.

Ensure risk management, quality management and continuous improvement systems are established to analyze and evaluate the effectiveness and cost benefit of services and programs.

• Work with the Client Engagement team and Enterprise Architecture in developing longer term strategic plans, and with peers in other ITC areas to resolve conflicting priorities, to improve the level of service to clients, and to achieve business outcomes.
• Ensure risk management, quality management and continuous improvement systems are established to analyse and evaluate the effectiveness and cost benefit of services and programs.

1) Education requirements :

• Undergraduate Degree in a STEM (Science, Technology, Engineering, and Mathematics) related discipline or equivalent.
• PMP, ITIL, CSM certification preferred.

2) Experience :

Minimum Experience Required

• 8 years’ experience in software development in a people management role
• 3 years’ experience managing vendors
• 5 years IT financial management experience
• 3 years’ experience in integration and middleware
• 2 years’ experience in data and information management

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.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.