Job Description
The Director, IT Operations, is an experienced information technology leader who brings deep IT operations management expertise, as well as strong leader strong leadership and team building experience to the role.
Extendicare is focused on optimizing our infrastructure, systems, and processes to drive growth and operational efficiency across the company and enable more time for care across over 100 long term care facilities and 17 ParaMed home care districts located across Canada. We have implemented the Workday ERP and ServiceNow IT service management (ITSM) solutions.
The Director, IT Operations is responsible for all aspects of IT operations, including IT Service Desk management, end point management, ITSM processes (incident management, problem management, release/change management), and IT asset procurement and management. The Director manages a large team, as well as a number of service provider relationships with key vendors that support the team. The role will report to the Vice President, Information Technology.
The successful candidate will bring critical thinking, intellectual curiosity, a strong attention to detail and a desire to “dig in” to learn the business while being mindful of the strong culture and commitment of the Company to provide care and services to our residents and support our team members across Canada as we “help people live better”.

As the Director, IT Operations you will:

• Develop and execute on the IT roadmap with a focus on strengthening IT operations and customer service, enabling operational growth and efficiency, and building a modern, reliable and secure foundation;
• Lead the IT Service Desk, including level 1 and 2 support by phone and online ticket, with a focus on identifying ticket drivers and working internally with the IT team to proactively reduce ticket volume through processes and automation;
• Manage and continuously enhance ITSM processes to improve IT service delivery;
• Manage vendor relationships, including IT asset procurement and professional service vendors, to ensure alignment with contract requirements, ensuring SLAs are achieved and product roadmaps meet the organization’s needs;
• Collaborate with Extendicare’s legal team to negotiate vendor contracts;
• Manage the IT budget for operating and capital expenses related to software licensing, IT asset procurement, infrastructure maintenance, capital costs, and strategic growth investments;
• Create, implement and manage standards and practices to ensure the utmost quality in execution.

What You Bring

• 10+ years of progressive information technology leadership experience
• University degree in a relevant field; preference will be given to candidates possessing a Masters degree in Business Administration or Computer Science, Technology Management or a related field;
• Prior responsibility for large, decentralized multi-location information technology operations in organization of similar scale and complexity
• Experience with large ERP platforms and SaaS solutions (e.g., Workday, ServiceNow, Point Click Care, Alayacare/Procura) and utilizing KPI and financial data tools to interpret results (e.g., Power BI, visualization tools) to drive action-oriented objectives to improve operational performance
• Experience with implementation of large-scale technology solutions
• Ability to deliver results and proactively add value across the organization while thriving in a matrix structure
• Demonstrated track record of building high performing information technology teams
• Experience in health sector is beneficial
• Significant delivery management experience, including managing teams at all project phases, exemplary track record in successful stakeholder relationship management and multi-project oversight
• Ability to manage multiple large complex projects
• Committed to getting the job done with outstanding work ethic, in a fast paced, dynamic environment
• Expert executive-level presentation, verbal, and written communication skills with the ability to articulate complex ideas and financial information/concepts in simple business terms to all levels of management including senior leaders

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program.
• Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of more than 100 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of more than 20,000 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.

ExtendicareIT

hybrid

Time Type:
Full time
When you choose to build your career with Extendicare, you’re joining a team dedicated to making a difference. By focusing our energy on enriching the lives of our residents every day, we transform both the quality of their lives and the quality of our own work experiences.
If you have a passion for caring, turn it into a rewarding career with Extendicare!
Extendicare and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes upon request

Please refer the Job description for details