Director, IT Operations
About The Position
Medavie is seeking an enterprise-minded IT operations leader to shape the next generation of technology operations within IT Enterprise Services. As Director, IT Operations, you will lead the operating model, governance, and service performance disciplines that enable IT Enterprise Services to support all Medavie divisions and partnerships through reliable, resilient, and scalable technology services. This is a senior leadership role within IT, accountable for operational performance, service reliability, and consistency across a complex, multi-domain environment including infrastructure, service delivery, applications, platforms, and vendor ecosystems. You will act as the IT Enterprise Services operations authority bringing structure, discipline, and clarity to how IT operates across teams and enabling dependable services aligned to business and partner needs.
Requirements
- Extensive experience in IT Operations or IT Service Delivery within complex environments
- Leadership across multiple IT domains (infrastructure, applications, platforms, service delivery)
- Proven experience leading major incidents and improving service reliability
- Ability to influence across teams without direct authority
- Strong knowledge of ITSM and operational governance frameworks
- Financial and resource management expertise (budgeting, forecasting, capacity planning)
- Strong stakeholder management and communication skills
- Experience managing vendors and service-level performance
- Ability to translate operational data into business insights
- Bachelor’s degree in Computer Science, Business, Finance, or related field (or equivalent experience)
- Reliability Status Clearance (Enhanced Level B)
- Candidates must have resided in Canada for at least 5 years and hold Canadian citizenship or permanent residency.
Nice To Haves
- Experience in healthcare, insurance, or regulated environments
- Bilingualism (English/French)
Responsibilities
- Own IT operational performance across IT Enterprise Services, including reliability, uptime, resilience, and service consistency
- Establish operational governance (service health reviews, scorecards, escalation paths, and decision frameworks)
- Define and manage operational performance metrics (availability, incident trends, change success, service levels, customer experience)
- Lead IT Service Management (incident, problem, change, release, configuration, and continual improvement)
- Lead major incident response as the IT command authority, ensuring effective communication, recovery, and root-cause resolution
- Ensure operational readiness for new and evolving services, including support models, monitoring, and transition-to-operations practices
- Strengthen operational resilience and reduce risk across infrastructure, cybersecurity, and application teams
- Partner with vendors and managed service providers to ensure performance, accountability, and service-level commitments are met
- Bring structure and consistency to a federated IT environment through defined practices, ownership, and accountability
- Support financial and capacity planning aligned to IT and business priorities
- Build and develop high-performing teams, fostering a culture of accountability and continuous improvement
Benefits
- 100% employer-paid health, dental, and vision benefits
- Defined Contribution Pension Plan with employer
- Annual incentive bonus
- Vacation and wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Director
