Director, IT Operations

Director IT Operations

Position Overview

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 environmentincluding infrastructure service delivery applications platforms and vendor ecosystems.

You will act as the IT Enterprise Services operations authoritybringing structure discipline and clarity to how IT operates across teams and enabling dependable services aligned to business and partner needs.

Why Join Medavie

This is an opportunity to shape IT Enterprise Services operations in a purpose-driven organization. Reliable technology at Medavie enables care delivery supports strategic partnerships and enhances service experiences across all divisions.

You will:

• Influence IT operations that support the full Medavie enterprise

• Lead modernization and operational excellence initiatives

• Work across divisions through a centralized IT function

• Contribute to a mission focused on supporting the wellbeing of Canadians

What Youll Do

• 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

Success in This Role

• Leads with accountability transparency and measurable outcomes

• Actively builds and models a culture aligned toMedaviesvalues:accountable responsive innovative and community-mindedthrough leadership behaviours clear expectations and consistent follow-through

• Provides calm decisive leadership in high-pressure situations

• Builds trust across IT business partners and vendors

• Anticipates risks and responds with urgency and clarity

• Drives continuous improvement through modern data-driven operations practices

What You Bring

Experience

• 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

Capabilities

• 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

Education: Bachelors degree in Computer Science Business Finance or related field (or equivalent experience)

Security Requirement

This role requires Reliability Status Clearance (Enhanced Level B). Candidates must have resided in Canada for at least 5 years and hold Canadian citizenship or permanent residency.

Assets

• Experience in healthcare insurance or regulated environments

• Bilingualism (English/French)

What We Offer

• Permanent full-time position

• Flexible work arrangements (remote/hybrid) Must be available to travel to Moncton NB Head-Office location frequently

• 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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