Director, Enterprise Cloud Infrastructure & Operations

Heart & Stroke

15h•$115,000 - $140,000•Hybrid

About The Position

At Heart & Stroke, our mission is to promote health, save lives, and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow, and be heartfelt. We believe in equity, diversity, and inclusion, and are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds are encouraged to apply. This role offers hybrid work options and candidates can work from anywhere in Canada. The Director, Enterprise Cloud Infrastructure & Operations role offers the opportunity to shape and mature a critical cloud infrastructure and end-user support function at a pivotal stage of growth. As we are continuing to advance its digital and technology capabilities in support of its mission, with cloud infrastructure and operations serving as a critical foundation. The Director has a central leadership role at an important point in this evolution, where a solid cloud and operational foundation is in place, focusing on increasing rigor, scalability, and overall performance. Reporting to the SVP, Digital and Information Technology, the Director leads a broad enterprise function spanning cloud infrastructure, technology operations, end-user services, vendor management, and budgeting and cost management. The role is accountable for the stability, reliability, and performance of the organization’s technology environment, ensuring services are secure, resilient, and aligned with business needs. This is a critical leadership role responsible for translating a solid technical foundation into a more disciplined, scalable, and enterprise-ready operating environment. A significant component of the role is operational leadership. The Director oversees service delivery, incident and problem management, end-user support, and day-to-day infrastructure operations. The expectation is to strengthen service management practices, improve visibility into performance and risk, and ensure consistent, high-quality service delivery across the organization. In parallel, the role carries accountability for vendor management and cost discipline, including budgeting, planning, and optimization across Azure and Microsoft 365. This includes understanding and leveraging Microsoft commercial constructs, licensing models, and cost drivers to ensure the environment is both effective and financially well managed. From a platform perspective, there is a clear opportunity to incrementally improve standards, reliability, and platform discipline, enhancing how infrastructure is designed, managed, and operated over time without disrupting ongoing operations. The role also includes regular interaction with executive stakeholders, including support for high-touch or sensitive requests. This requires strong judgment, discretion, and the ability to operate with credibility in situations that may involve confidentiality or organizational sensitivity. This role is skilled at building trust quickly, tailoring their leadership approach across different levels of experience, and introducing change in a measured and thoughtful way. This is an opportunity to take ownership of a critical enterprise function and elevate it, building on a strong foundation to create a more disciplined, scalable, and high-performing cloud and operations environment that supports Heart & Stroke’s mission and long-term impact. This role offers the opportunity to shape and mature a critical cloud infrastructure and end user support function at a pivotal stage of growth.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline, or an equivalent combination of education and progressive professional experience.
10+ years demonstrating experience in enterprise technology operations, infrastructure, or platform services within a mid-sized or complex organization.
5+ years demonstrated leadership experience leading enterprise-scale infrastructure and operations functions, including cloud infrastructure, core platforms, and end-user services.
Including 3+ years leading leaders of teams.
Experience operating in regulated or risk-sensitive environments, with exposure to privacy, security, and compliance requirements.
Proven accountability for service reliability, availability, and operational performance across multiple technology domains.
Experience leading enterprise incident management, including high-impact incidents affecting staff productivity, customer or constituent engagement, and revenue-generating activities.
Hands-on experience overseeing cloud infrastructure (ideally Azure) and SaaS-based operating models, including third-party and vendor-managed services.
Experience managing technology operations budgets, including forecasting, cost control, and optimization.
Demonstrated experience partnering closely with cyber security, vendor management, data, and application teams to deliver stable and secure services.
Experience building, leading, and scaling operations and support teams, including succession planning and leadership development.
Strong understanding of enterprise infrastructure and operations, including cloud platforms, networks, packaged applications, and end-user computing.
Excellent budget management skills focused on a portfolio of technology operations functions (budget >$10MM annually).
Good working knowledge of cloud financial management (FinOps) practices and cost optimization techniques.
Practical experience with service management frameworks, including incident, problem, and request management.
Demonstrated ability to lead enterprise-level incident response, coordinating communication across technical teams, executives, and external stakeholders.
Solid understanding of security-by-design principles and operational vulnerability remediation.
Experience supporting disaster recovery and business continuity planning and execution from an operations perspective.
Ability to translate complex operational issues into clear, actionable communication for executive and non-technical audiences.
Exemplary communication (written, oral and presentation skills) and problem-solving skills.
Strong stakeholder management skills, with the ability to influence across functions without direct authority.
Experience managing vendor performance, contracts, and service-level expectations.
Proven ability to balance service quality, risk, and cost in resource-constrained environments.
Strong leadership skills, including coaching, performance management, and team development.
Sound judgment and decision-making under pressure, particularly during service disruptions or incidents.

Nice To Haves

Postgraduate education (e.g., MBA, Master’s in Information Systems) is an asset but not required.
Relevant professional certifications are considered an asset, particularly in areas such as: Cloud platforms (e.g., Azure, AWS, GCP), IT Service Management (e.g., ITIL or equivalent), Information Security or Risk (e.g., CISSP, CISM – operational focus), Project or delivery management (e.g., PMP, Prince2).
M365, CMS, HRIS and CRM platform experience an asset.

Responsibilities

Develop the Technology Infrastructure & Operations strategy and cloud infrastructure roadmap, ensuring they interlock with and support the Applications, Platforms and Data Technology portfolio of solutions.
Drive the execution and continuous improvement of the Technology Infrastructure & Operations strategy and cloud infrastructure roadmap.
Collaborate with enterprise risk/privacy leadership, business leadership and Technology Leadership team to operationalize technology security and risk management strategies.
Provide guidance and recommendations as to the pragmatic adoption of proven technologies within infrastructure and operations to support reliability, security, scalability, and cost efficiency.
Establish and maintain Technology operating policies, procedures, governance processes, and performance metrics that ensure alignment with strategic roadmaps and business goals.
Manage, and control the Technology Infrastructure & Operations budget (infrastructure, in-service solutions and Technology Infrastructure & Operations resources), within the approved envelope, ensuring financial discipline and alignment with approved objectives.
Escalate and seek enterprise-level arbitration from the SVP, Digital & IT where portfolio trade-offs cannot be resolved within approved investment boundaries or where decisions materially impact organizational risk, reputation, or mission outcomes.
Provide leadership responsibility for the stability, availability, and performance of enterprise technology operations.
Ensure infrastructure, platforms, and services are secure, resilient, and fit for purpose, operating within defined risk tolerances.
Establish and oversee measurement, reporting, and review of operational performance.
Drive standardization, efficiency, and cost optimization across infrastructure, platforms, and services.
Identify and recommend incremental operational improvements that strengthen service reliability and cost control.
Oversee enterprise technology operations across: Infrastructure & Network Services – ensuring reliable, cost-efficient environments, standardized platforms, lifecycle management, and optimized performance.
Oversee enterprise technology operations across: Core Applications & Platforms – ensuring required business functionality, effective integrations, and disciplined vendor and license management.
Oversee enterprise technology operations across: Information & Data Services – ensuring availability and protection of enterprise data and supporting analytics capabilities.
Own the operational lifecycle, configuration, and reliability of Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, and employee endpoints.
Ensure Microsoft 365 environments are secure, compliant, and cost-optimized, operating within privacy, security, and data governance standards defined in partnership with Cybersecurity, Privacy, and Legal.
Lead configuration management, including identity, access controls, retention, discovery, and data loss prevention from an operational perspective.
Establish and enforce operational standards for collaboration, content management, and information lifecycle within Microsoft 365.
Oversee the operational turn-up and scaling of AI capabilities, ensuring AI-enabled tools and services are deployed responsibly, monitored effectively, and supported with appropriate reliability, observability, and controls across technology teams.
Safeguard enterprise technology systems by partnering with Vendor Management, the Vice President APDE, and Cybersecurity leadership to operationalize privacy, security, disaster recovery, and risk controls.
Ensure effective incident and problem management capabilities are in place and documented, including detection, response, escalation, post incident reviews and reporting.
Support effective threat and vulnerability management, timely remediation, and communication of residual operational risk.
Ensure operational security controls are effectively implemented and monitored within Microsoft 365, including logging, alerting, incident response, and compliance reporting.
Drive secure adoption of AI-enabled M365 capabilities (e.g., Copilot) by ensuring readiness, monitoring, and operational controls are in place prior to enablement.
Elevate material operational risk, including availability, resilience, or recovery objectives that materially impact the organization, to the SVP, Digital & IT for decision making.
Lead Technology Support and End User Services, ensuring responsive, reliable support across the organization.
Establish and enforce documented standards and procedures for incident, request, and problem management.
Implement monitoring frameworks and reporting that provide visibility into infrastructure health, application performance, and user experience.
Specify requirements and provide feedback on new technology training working closely with the authors of this training - the Learning and Development team.
Partner with VP, Application, Platform & Data Engineering (VP) and the engineering directors to define operational readiness criteria and validate supportability, resilience and monitoring requirements are met prior to supporting the transition of engineered platforms into in-service operation.
Provide operational readiness, resilience, and cost considerations to the engineering directors for platform changes.
Provide operational impact, cost, and risk input into new engineering intake requests and engineering roadmap and prioritization decisions owned by VP APDE.
Assume operational ownership of platforms following formal in-service handoff from engineering teams led by VP APDE.
Executes operational decommissioning of legacy platforms after decommissioning decisions are approved by VP APDE.
Lead analysis and execution of operational efficiencies to reduce cost, improve availability, and strengthen service quality.
Promote standardization, automation, and disciplined operational practices.
Work closely with Technology and business leaders to understand and help clarify business goals, gather feedback and drive continuous improvement in support and services.
Lead talent development, ensuring high standards, competence and that staff is well supported in fulfilling their accountabilities, developing their skills and achieving their career potential.
Develop and maintain solid succession planning and leadership development plans.
Providing clear direction on business goals and priorities; ensure optimal deployment of resources to achieve business goals.
Build and develop cohesive lateral relationships cross functionally.
Establish performance plan and objectives and review on an ongoing basis; provide coaching and feedback as per the performance management process.
As required, recruit skilled talent in support of current and future Foundation needs, following Foundation policies, interviewing methodology and assessment guidelines.
Familiarize and comply with all Heart & Stroke policies while ensuring accurate administration of employee related information: absence records, vacation, title, etc.

Benefits

Hybrid work options
Competitive health, medical, dental and vision benefits
Life insurance
Disability benefits
Employee assistance program (EAP)
Defined contribution pension plan with employer matching
Flexible hybrid working model
Reimbursement for mobile phones and home office setup
Opportunities for professional development
Generous paid time-off package including vacation days, personal days, wellness days, and paid company-wide closure between December 25 and January 1.