Manager, Implementation and Support Services
Manager, Implementation and Support Services
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Job Description
Pour obtenir une traduction en franais de loffre demploi suivante veuillez envoyer un courriel . Les demandes seront traites dans un dlai de trois jours ouvrables et la priode de dpt des demandes sera prolonge de trois jours.
To obtain a French translation of the following job posting please email . Requests will be addressed within three business days and the application window will be extended by three business days.
At Ontario Health we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes experiences and value. How we work together is reflected through our five values: integrity inspiration tenacity humility and care.
What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:
Fully paid medical dental and vision coverage from your first day
a health care spending or wellness spending account
a premium defined benefit pension plan
three personal days and two float days annually
three weeks vacation to start (for individual contributors) increasing to four weeks after two years
career development opportunities
a collaborative valuesbased team culture
a wellness program
a hybrid working model
participation in Communities of Inclusion
Want to make a difference in your career Consider this opportunity.
Here is what you will be doing:
The Information Management Decision Support and Analytics (IMDA) division at Ontario Health is responsible for overseeing information management and information technology initiatives (IM/IT) with a strategic focus on improving access quality and efficiency of patient care.
IMDA is responsible for several initiatives and applications including the Wait Times Information System the Emergency Room/Alternate Level of Care (ER/ALC) Information Strategy the Electronic Canadian Triage Acuity Scale (eCTAS) application and the Ontario Renal Reporting System (ORRS). The Implementation and Support unit within IMDA is responsible for supporting change management with our external partners as it pertains to the deployment and maintenance of healthcare information management systems additionally we are responsible for maintaining excellent client relationships throughout the operational support lifecycle.
The Manager Implementation Support Services will be accountable for the Training and Implementation Teams as well as the Senior Service Specialists with a focus on coordination of services/support and operational process management.
Here is what you will need to be successful:
Manages a team of individuals responsible for the following areas:
1. ImplementationServices
Maintain and refine the common projectmanagement frameworktemplates stagegates and checklistsfor use by Implementation&Support (I&S) project teams.
Coordinate portfolioreview sessions to help teams balance capacity risk and value when assigning resources.
Guide endtoend delivery for moderatetolarge projects by proactively clearing roadblocks and ensuring scope timeline budget and quality targets are met.
Provide practical projectsupport services (tools reporting packs coaching) that promote consistency and accelerate timetovalue.
Prepare concise performance dashboards tracking schedule cost effort and customer feedback; share insights with I&S leadership for continual improvement.
2. Risk & Issue Management
Embed a consistent riskmanagement approach across I&S projects and operational work covering identification assessment response planning and ongoing monitoring.
Maintain the central Risk and Issue Logs; verify ownership action plans and escalation paths are clear and up to date.
Facilitate periodic risk reviews with clinical technical and vendor partners; drive mitigation strategies that safeguard patient outcomes and project objectives.
3. Knowledge & Process Management
Curate the I&S Knowledge Repository (process maps SOPs lessons learned) and promote its use through onboarding guides and lunchandlearn sessions.
Lead focused processimprovement efforts using Lean or similar tools to reduce cycle time and standardize work practices.
Report on process health and maturity via agreed KPIs; recommend incremental enhancements.
4. Communications & Change Enablement
Develop and execute practical communication plans for project releases service updates and operational changesclearly defining audiences messages and channels.
Produce highquality collateral (slide decks infographics newsletters release notes) that follow OntarioHealth brand and accessibility standards.
Track communication reach and feedback; refine tactics based on simple analytics and stakeholder input.
5. Training Services Coordination
Oversee trainingneeds assessments to pinpoint knowledge gaps for internal staff and external users.
Coordinate the design and delivery of blended learning (virtual sessions selfpaced modules bitesized videos) aligned with project rollouts and process changes.
Evaluate training effectiveness through postsession surveys onthejob checks and simple ROI
Education and Experience
An Undergraduate Degree in Information Management Business Administration Health Sciences Health Administration or Health Informatics or related field or equivalent work experience is required
Minimum of eight years of overall working experience including four years or more in a management position
Project Management experience leading projects including risk and issues management (in a healthcare environment is an asset)
Experience in change management and continuous process improvement
Proven ability to establish positive working relationships must be teamoriented posses a positive attitude and works well with a broad variety of teams and individuals
Demonstrated people management skills to produce high quality team results and outcomes including coaching and performance evaluation
Knowledge and Skills
Track record of overseeing comprehensive risk and issue management ensuring consistent assessment mitigation planning and timely escalation through centralized logs.
Experienced in steering prioritization and resourcebalancing discussions aligning project mix with capacity risk and business value while coaching team leads on tradeoff decisions.
Proven ability to lead teams in applying structured projectmanagement frameworks (PMBOK PRINCE2 Agile/Hybrid) setting stagegate controls and guiding staff in schedule cost and benefitsrealization tracking.
Demonstrated success in directing continuousimprovement initiatives leveraging Lean or SixSigma tools to standardize processes and embed a culture of incremental enhancement across support functions.
Skilled at crafting and supervising execution of stakeholdercentric communication plans producing executivelevel briefings infographics and release notes that meet brand and accessibility standards.
Leadership in designing delivering and evaluating blended learning programs guiding instructional staff and subjectmatter experts to address identified knowledge gaps.
Exceptional facilitator and relationship builder fostering psychological safety resolving conflicts and mentoring multidisciplinary teams toward high performance.
Datainformed decision maker directing the creation and interpretation of operational dashboards to surface insights and drive corrective actions.
Highly organized and adaptable able to delegate effectively reprioritize swiftly and maintain accountability for scope timeline and quality in a dynamic environment.
Advanced proficiency with Microsoft365 and SharePoint administration; ability to mentor staff on collaboration document management and workflow automation tools.
Committed to cultivating a healthy valuesbased culture modeling professionalism adaptability and forwardthinking to inspire continuous service excellence.
Location: Ontario (currently hybrid; subject to change)
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Employment Type:
Permanent Full timeContract Length:
N/ASalary Band:
Band 7External Application Deadline Date:
May 30 2025All applicants must be a resident of Ontario to be considered for roles at Ontario Health.
Ontario Health encourages applications from candidates who are First Nations Mtis Inuit and urban Indigenous; Francophone; members ofBlack and racializedgroups; 2SLGBTQIA communities; trans and nonbinary individuals;and people living with disabilities.
Ontario Health is an accessible employer and we offer accommodation in all aspects of employment including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process please email and a member of the team will connect with you within 48 hours.
Required Experience:
Manager
Employment Type
Full-Time
