Manager, Shared Services Operations

Key Responsibilities

• Develop project plans for the SSO implementation projects
• Provide leadership in identifying, analyzing and reviewing the community organizational requirements in response to future needs and challenges regarding information systems and business software applications and system navigation
• Ensure standardized coding allowing for standard reporting across the region
• Ensure standardized training and best practise use of client information system
• Manage business and planning support at both the agency level and for sector wide initiatives
• Interface with and coordinate communications with partner agencies to determine business and information system needs and scope of services required
• Prepare project and operational cost estimates
• Continue to develop and expand upon the Community Data Store (CDS) data warehouse
• Onboarding and continual customer support of SSO unique agency instances (+2 non-CIMS agencies to submit data to CDS)
• Supporting common and custom reporting for all agencies
• Provide recommendations for Shared Services Organization structure, staffing model, and budget
• Coordinate the activities of the project team and other sub-contractors
• Prepare regular status reports for senior management, and other stakeholders as required
• Provide leadership and supervision to staff and consultants while coordinating with external providers involved in the design, implementation and maintenance of software applications and projects
• Schedule and implement new or upgraded applications in conjunction with external stakeholders
• Design and document procedures for operational maintenance and updates of client applications and underlying systems
• Develop and maintain, in conjunction with the Information Systems team, corporate software application architectures that support current and future applications to deliver cost effective services
• Develop requirement statements, systems analysis and software design documentation
• Recommend hardware and software components for centralized and distributed use by participating Community Support Services agencies
• Assist in conducting operational reviews of work groups affected by the implementation of the common client information system
• Analyze software and hardware problems escalated by SSO staff and provide solutions
• Oversee testing, review software components, review upgrades, prepare recommendations and schedule implementation
• Oversee direct user groups and product seminars; conduct individual familiarization, tutorial sessions and formal classes as required
• Manage staff and evaluate performance through effective leadership, coaching and mentoring within the provisions of collective agreements and corporate policies and procedures
• Formulate, implement, and evaluate any operational gap requirements for staff, ensuring appropriate resources are available
• Lead special projects and performs other duties as required

Qualification & Requirements

Educational Qualifications & Experience

• Bachelor’s degree in a related discipline (e.g. computer science, engineering, management information systems, healthcare) or College diploma with extensive additional experience in a related field
• Strong project management skills including work breakdown structures, scheduling, budgeting, tracking, status reporting, risk management, etc.
• In-depth knowledge of helpdesk function and in all aspects of Microsoft Office Suite
• In-depth knowledge of clinical information system and applications
• Maintains knowledge of developments in the area of systems and technology to assure new developments, best practices and industry standards are considered/incorporated as applicable
• Knowledge of privacy legislation – Personal Health Information Protection Act (PHIPA) and incident management process for security breaches
• Functional knowledge of network configuration and structure within community sector
• In-depth knowledge of community sector systems (e.g. CIMS-HR, LHINWorks/Sharepoint, or other as implemented over time) and database structures and schemas

What would give you the edge?

Knowledge

• Working knowledge of general human resources management practices
• Working knowledge of budget planning and financial monitoring and reporting
• Excellent project management skills to handle various projects and initiatives simultaneously
• Knowledge of the health care system and the role of community support services within the system
• Knowledge of quality, risk, and performance management principles
• Knowledge of best practice policies, procedures, strategic direction and goals
• Knowledge of community sector Service Level Agreements

Skills and Abilities

• Ability to communicate complex and technical information in a clear and concise manner to staff with limited technological knowledge and experience
• Excellent facilitation/presentation skills to inform staff of information systems and related issues
• Excellent writing/technical writing skills to present reports and develop procedural manuals and memos on software implementation
• Builds and promotes application partnerships between Ontario Health atHome and community CSS agency partners

Benefits

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer

• Attractive comprehensive compensation packages and benefits
• Valuable development opportunities
• Membership in a world class defined benefit pension plan