Manager IT Service Delivery (HYBRID, 3 positions)

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You’ll also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan.

We are establishing our new head office in London and looking to grow our team in this region! Candidates located in this region will be given preference.

Our people have different ways of working and lifestyles. We’re committed to a mix of working in the office, in the field and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

3 permanent positions are available.

Salary Grade:  N10        From:  $120,682.00  To:  $150,853.00

Job Summary:

Three (3) Permanent positions are available across these teams:

Content Services Product Team: Experience with managing implementation and delivery of content management solutions (e.g. OpenText Content Server on prem, Content Server on cloud), in alignment with business objectives and project management frameworks, and experience managing and partnering with IT vendors to deliver on large-scale, complex IT projects with a focus on cloud modernization are strong assets for this role

Corporate Service & Finance Team: Proficiency with project implementation framework and managing the end to end solution delivery for our HR/Finance business functions in collaboration with vendor partners (i.e. SABA platform, RBC, ADP, Manulife, etc.) and experience with existing (On-Prem) and emerging tools and technologies (i.e. cloud computing, reporting, analytics, SaaS, AI, etc.) are strong assets for this role.

Client Engagement and Service Delivery Team: the incumbent will work with clients within the Specialized Claims and Recovery Services (SCRS) division. The SCRS division is focused on injured and ill people who need specialized claim support and recovery services, as well as has oversight of the design and delivery of health care and other clinical services. Products and applications include those that are leveraged by internal staff as well as by external health providers. Experience with digital health and healthcare technology, especially within Ontario would be an asset for this role.

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.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca.  If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.  

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.