Manager, IT Services

Position Type:

If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.

As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

The Opportunity

Reporting to the Director, IT Services, the Manager, IT Services is responsible for aligning assigned technology services, processes, vendors, and staff with the strategic and operational priorities of Medavie Health Services and its operating companies. The role provides leadership for reliable, secure, and responsive IT services that support geographically dispersed, 24/7 healthcare and emergency operations.

The Manager leads day-to-day service delivery and operational improvement across assigned teams and services. This includes establishing clear priorities, strengthening incident, problem, change, and service management practices, managing operating plans and budgets, and maintaining effective relationships with business leaders, technology partners, government stakeholders, vendors, and consultants.  The Manager is accountable for assigned service portfolios and ensures service performance, operational governance, risk management, and continual improvement objectives are achieved.

The Manager is accountable to patients and coworkers by participating in and supporting safety-related initiatives and by acting in a manner that fosters patient safety and a safe workplace.

What You Will Do

• Lead assigned IT Services teams, including staff management, coaching, performance management, workforce planning, on-call coverage, and professional development.

• Translate business and technology priorities into operating plans, team objectives, measurable service outcomes, and accountable delivery commitments.

• Oversee the reliable and secure operation of assigned infrastructure, enterprise applications, and technology services that support 24/7 clinical and operational environments.

• Establish and improve incident, problem, change, request, knowledge, and service-level management practices; define service level objectives (SLOs), monitor performance metrics, and drive continual service improvement to strengthen service stability, responsiveness, and customer experience.

• Act as a management escalation point for major incidents, recurring service issues, operational risks, and vendor performance concerns, including after-hours escalation when required.

• Accountable for assigned service portfolios, including service health, service ownership, service level attainment, lifecycle management, operational documentation, risk management, and continual service improvement.

• Work with Cybersecurity, Privacy, Enterprise Risk, and technology teams to identify, assess, communicate, and address operational and technology risks.

• Ensure appropriate controls are maintained for assigned services, including access management, system documentation, backup, recovery, continuity, and disaster recovery readiness.

• Develop annual operating and capital budget requirements for assigned services; monitor forecasts, commitments, contracts, licensing, and expenditures within approved plans.

• Plan and oversee technology initiatives, establishing scope, milestones, resource requirements, dependencies, risks, and status reporting in partnership with project and business teams.

• Support mergers and acquisitions, procurement activities, and proposal responses by coordinating technical assessment, planning, estimates, resource assignments, and implementation input.

• Build strong working relationships with operating company leaders, internal technology teams, government and health-sector partners, vendors, consultants, and other stakeholders.

• Negotiate, manage, and review vendor and consultant engagements and contracts, and hold service providers accountable for performance, cost, risk, and delivery commitments.

• Communicate service issues, planned changes, risks, priorities, and progress clearly to staff, customers, and senior stakeholders.

• Maintain awareness of relevant technology and healthcare sector developments; recommend improvements that provide operational value, reduce risk, or improve service outcomes. Develop and implement operational policies, standards, procedures, and governance frameworks. Establish clear ownership and accountability for assigned services, processes, controls, and technology decisions, escalating policy or resourcing matters to the Director, IT Services as required

• Contribute to service roadmaps, technology lifecycle planning, technical debt remediation, capacity management, and platform modernization initiatives.

• Represent Medavie Health Services on internal or external committees and working groups as assigned.

Required Qualifications

Education: A post-secondary degree or diploma in computer science, information technology, business, or a related discipline, or an equivalent combination of education, training, and experience.

• Ten (10)+ years of progressive experience supporting or managing information technology services, systems, infrastructure, or enterprise applications.

• Five (5) or more years of people leadership or IT management experience, preferably in a geographically dispersed, 24/7 operational environment. Experience with service delivery, operational planning, process improvement, budgeting, vendor management, initiative delivery, and technology risk management.

• Experience in healthcare, emergency services, government, or another regulated environment is an asset.

Knowledge and Skills

• Demonstrated leadership, sound judgment, accountability, and the ability to coach teams through operational and organizational change.

• Strong knowledge of IT service management practices and the operational disciplines required to deliver reliable, secure, and supportable technology services.

• Strong knowledge of service portfolio management, service ownership models, governance frameworks, and operational performance metrics.

• Ability to build trust and productive relationships with business leaders, technical teams, vendors, government partners, and other stakeholders.

• Strong analytical, problem-solving, prioritization, and decision-making skills, including the ability to manage competing demands in a fast-paced environment.

• Excellent written, verbal, presentation, and consultative communication skills, with the ability to explain technical, operational, financial, and risk matters clearly.

• Working knowledge of enterprise infrastructure, cloud and on-premises environments, application support, cybersecurity controls, business continuity, and disaster recovery.

Language Requirement: Bilingualism (EN/FR) is considered an asset. English is requirement, written and verbal, to provide services to our customers and communicate with internal stakeholders

Security Clearance Requirement: This position requires Reliability Status Clearance (Enhanced Level B), including fingerprinting, a criminal record check and a credit check. Candidates must have resided in Canada for at least five years and hold Canadian citizenship or permanent resident status.

Working Conditions

The role operates primarily in an office and hybrid work environment and requires regular use of standard computer and communications equipment. Periodic travel to operating locations may be required. The Manager participates in an on-call escalation structure and may be required to work outside normal business hours to support major incidents, planned changes, or urgent operational needs.

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Pay Range:

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.  

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.  We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

If you experience any technical issues throughout the application process, please email: [email protected].