PHSA WEST ALLIANCE OFFICE BACKGROUND AND OVERVIEW       

The Workplace Evolving Services and Technologies (WEST) agreement is an outcomes-based partnership between the BC Health Authorities and NTT DATA who are jointly committed to delivering, supporting, and enabling the tools and infrastructure that are foundational for clinicians and providers, in delivering health care for people in British Columbia. The objective of the WEST Agreement is to enhance the capability of the Health Authorities (HAs) to leverage technology (desktop and managed support services) to systemically improve the delivery of health services across the province of BC.

The PHSA WEST-Alliance Office (AO) was created to manage the relationship and the WEST Agreement with NTT DATA on behalf of PHSA and the HAs in BC. The AO monitors and supports the relationships, processes and services, with a focus on service excellence, continual service improvement and innovation. The AO is accountable for contract management and supports the provincial delivery of the WEST Strategy and its expected outcomes.

Role Summary

In accordance with the Mission, Vision, Values and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Lead, Technology Services is responsible for program, service and quality management within the Service and Performance Management Team. Reports to the Manager, Performance Quality Management and is accountable for customer and service provider/vendor management, including obtaining and reporting on feedback on the quality and delivery of services delivery and quality of services with respect to established service level agreements. Works in collaboration with other stakeholders to identify and report program/process enhancements and risks relative to delivered service. Performs gap analysis and business process mapping to ensure processes and systems are working efficiently and to identify areas for improvement. Adheres to industry best-practice based on Information Technology Infrastructure Library (ITIL) framework process standardization across the team. Participates in and contributes to strategic initiatives and support planning activities.

Key Accountabilities

• Liaises with clients and service partner to determine business requirements for services and reviews service level and/or performance levels; ensures required services are delivered and are modified as team requirements change. Acts as the point of escalation for Service Performance Management staff and provides support and guidance in unclear situations.
• Assists and provides advice (if/when required) to the Director, Service and Performance Management, Managers and Alliance Office team members with service quality and performance audits, manages the implementation of approved recommendations related to the area of responsibility.
• Provides assistance to other areas within the Alliance Office such as planning and delivery, performance, risk and quality management, client relationship management and other projects/initiatives related to the WEST agreement/contract.
• Participates in the development of performance and service management program(s), including service definition to meet stakeholders’ service requirements. Complete analysis, tracks and reports on program status and outcomes.
• Reviews and evaluates quality of services as required. Contributes to business process improvement activities, recommends solutions and identifies/documents business/client requirements. Maintain team Risk Register and contribute to business cases as, project charter or other project management artifacts as required.

Qualifications

A level of education, training, and experience equivalent to a Bachelor’s degree in Information Technology, or other related field plus a minimum of five years’ recent related leadership experience in an enterprise IT environment. ITIL Foundation certification. Advanced ITIL certification(s), experience with IT Service Management software suites such as HP Service Manager or IBM Tivoli, experience with report generation utilizing Crystal Reports, Business Objects, or similar and prior experience with Release or Change management processes, concepts and tools preferred.

Outstanding written and verbal communication skills (technical and non-technical communication). Extensive experience with problem and incident management processes, concepts and tools. Experience in an enterprise IT environment in the role of problem manager, incident manager, process analyst, or similar. Working knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications.   Strong interpersonal and client interfacing skills. Ability to work within a team environment.

Strong attention to detail, troubleshooting, problem-solving, and analysis skill sets.   Ability to organize resources across different teams to drive resolution of system critical issues.   Ability to direct and manage SLA oversight, adherence and reporting. Ability to manage communications and maintain team focus on service restoration during critical outages. Ability to manage multiple priorities and work independently to achieve team goals. Ability to develop, implement, measure, and improve repeatable IT processes.