Title: Manager IT Services Delivery - - Vancouver BC
Posted: 30/09/2008 21:50:00
Contact:
Manager, IT Services Delivery- Health Services Line BC
E-Comm 9-1-1

Helping to save lives and protect property, E-Comm 9-1-1 is the regional emergency communications centre for southwest British Columbia. E-Comm’s customers are emergency responders and the more than two million residents they serve throughout Metro Vancouver, Sunshine Coast Regional District and Whistler/Howe Sound areas. E-Comm provides 9-1-1, radio and technical support systems for all emergency services (police, fire, ambulance), and dispatch communications services for 23 police and fire departments.

A recognized leader in emergency communications, E-Comm is an organization where people are passionate about their work and public safety. E-Comm is committed to creating a healthy work environment for their employees. We thrive on making a difference and embrace challenge, variety and diversity. Respect, integrity, collaboration, accountability and service are the values of E-Comm employees.

Are you ready for a rewarding and exciting career? Join us in helping to create safer communities.

Posting Details:

Reporting to the Director of Information Technology, you will be responsible for managing the operational delivery and support of IT and telephony services for the Health Line Services BC (HLSBC) call centres located in Burnaby and Langley. This includes the management and administration of the IT and telephony services contract with E-Comm (including asset management and service level reporting and review), and the management and prioritization of all operational support and service changes for the call centres.

Main responsibilities will include:

• Providing direction and expertise in technology strategic and operational planning and implementation for the HLSBC call centres, and is accountable for the planning and delivery of effective, integrated and highly reliable service delivery of all the business critical information technology needs of the call centres.
• Assisting the Director in negotiations for major contractual agreements with national and international private sector partners, and MOU’s for technology/service sharing initiatives with other government and non-government agencies.
• Managing operational IT & telephony budgets, recommends the acquisition and servicing of all IT and telephony equipment.
• Ensuring that service outages are minimized and that support services and change services meet HLSBC service needs.
• Performing service reviews with E-Comm and HLSBC, to monitor and improve all aspect of the IT services delivery.
• Contributing expertise to strategic and business planning processes and ensures that current and future information technology needs of the organization are identified and met.
• Managing the vendor implementation services of workstation, network and operating systems components and provides advice on design and implementation of technology solutions to meet business needs.
• Performing other related duties as required.

Qualifications:

• Post secondary degree in Business, Information Management & Technology, or an equivalent certificate, or completion of a related degree with five to seven years experience.
• Three to five years of recent related progressive experience successfully managing the delivery and support of IT and telephony systems, managing service contracts, budgets and expenditures.
• Management knowledge and understanding of organizational design, ITIL best practices, service level management, call centre management, inter-related support services and resources allocation in a complex and mission critical health care delivery service.
• Leadership, interpersonal and communication skills proven through experience managing the coordination, support and delivery of technology; participating at a management level in the introduction of new approaches in call centre management, particularly in a health care setting, and success in supporting the implementation of systems and telephony applications.
• Ability to maintain effective working relationships with employees at all levels of the organization.
• Committed to excellence in customer service.
• Must obtain and maintain an RCMP Reliability Status.
• Valid BC drivers license with a clean driving record.
• Must successfully complete management testing requirements.

Competition Number: E-55-08

Job Status: Regular Full-Time

Hours of Work: 40 Hour Work Week
Closing Date: Oct 30, 2008


How to Apply: Please apply online at www.ecomm911.ca and click on “Join our Team”.

E-Comm Offers a competitive salary, and a fair, enthusiastic workplace. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.