Manager, IT Operations & Services

Status:Regular Full-Time
Work Location:Hybrid Vancouver B.C. (a minimum of 2 days in office)

Who we are

The British Columbia College of Nurses & Midwives (BCCNM) is the college empowered under the Health Professions Act to regulate the practice of all licensed practical nurses nurse practitioners registered midwives registered nurses andregistered psychiatric nurses in British Columbia. Regulation helps to protect the public by ensuring that professional care or service received by the public is competent ethical and meets the standards that society views as acceptable.

As western Canadas largest health profession regulator we believe a diverse and inclusive team enriches our efforts to protect the public. We welcome applications from all who reflect of the communities we serve and especially encourage Indigenous Peoples and members of equity-seeking groups to apply. We believe diverse perspectives and experiences bring both innovation and better outcomes to the work we do and the decisions we make.

BCCNMs commitment to Indigenous Specific Anti-Racism

BCCNM is committed to working with Indigenous Peoples and health system partners to support Indigenous-specific anti-racist practices in the health system. As the largest health regulator in Western Canada BCCNM has the opportunity to influence the health professionals we regulate as well as the broader health-care system to break the cycle of racism and improve health outcomes for Indigenous Peoples. BCCNM has pledged to become culturally safe and anti-racist and to support the health professionals we regulate to do the same.

What we offer youââ

We are delighted to be recognized as one of BCs Top Employers. It is more than a badge of honor its a reflection of our people and the purpose that drives us every day. At BCCNM were creating a workplace where flexibility equity growth and connection are not just values theyre part of how we work. Whether its through hybrid work options meaningful employee engagement or our commitment to reconciliation were building something that matters. This honor reflects our unwavering commitment to creating a workplace where people truly thrive.

We promise to provide you with rewarding work that challenges you. You will be part of a passionate team contributing to our important mandate of protecting the public. As a member of the team you can expect to be working in a collaborative team-based environment and treated in a respectful and professional manner.

The expected starting base salary for this position is $125417 $131689 annually depending on a variety of factors including qualifications and experience. Once hired you will progress through a wider salary range over time as you continue to develop job knowledge skills and competencies for the role.

In addition to base salary the college offers a generous vacation and extended benefits package. As an employee you receive 100% employer-paid health and dental benefits. And we contribute to B.C.s Municipal Pension Plan to help you secure your retirement your career with us you will engage in a variety of learning and development. We will support your professional development and cover your professional membership costs. To support you in work and life we provide an employee assistance program and fitness allowance perk. Working with us allows you to enjoy flexible hybrid work. This position is located in Vancouver but youll be able to work remotely up to 3 days a week. Our office is closed for the 11 statutory holidays in B.C. as well as Easter Monday and Boxing Day.

What you will be doing

Reporting to the Director Information Technology (IT) the Manager IT Operations & Services (ITOS) provides people leadership and functional leadership across IT infrastructure and end-user support services ensuring technology platforms and services are reliable secure scalable and aligned with organizational needs.

The Manager ITOS oversees the operation of enterprise technology platforms and user-facing IT services. The role applies strong service management practices and leads teams responsible for delivering stable high-quality IT services that support day-to-day operations and critical business cycles.

The Manager ITOS partners closely with Application Development & Support (ADS) Quality Engineering & Testing (QET) Architecture Security Information Management business teams and works with vendors service providers and partners to drive delivery and continuous improvement of IT operational services across BCCNM.

âKey responsibilities include:

1. Leads develops and coaches IT Operations & Services staff setting clear expectations and fostering a highâperforming serviceâoriented culture.
2. Builds cohesion between User Support and Infrastructure teams by strengthening collaboration trust communication and shared ownership of service outcomes.
3. Oversees workforce planning performance management staff development and change leadership to support operational resilience.
4. Owns the full user support lifecycle across Tier 13 ensuring consistent intake triage escalation and resolution processes.
5. Strengthens knowledge management selfâservice capabilities and user experience across IT user support functions.
6. Improves onboarding offboarding access management and service request fulfillment through service metrics trends and user feedback.
7. Leads ITSM practices aligned with ITIL principles ensuring incident request problem and change processes are clearly defined adopted and effective.
8. Oversees ITSM tools workflows reporting and KPIs using operational data to drive capacity planning and continuous service improvements.
9. Leads the delivery and operation of secure resilient and scalable IT infrastructure and cloudâbased platforms.
10. Provides technical leadership across Azure services networking identity and access management endpoint management backup/restore and platform monitoring.
11. Oversees advanced technical escalations for infrastructure and platform services ensuring timely issue resolution and effective rootâcause analysis.
12. Monitors and manage infrastructure risks and ensure readiness for critical business cycles.
13. Stay current with evolving Azure capabilities and guide responsible adoption of new features.
14. Partners with Architecture Security and Information Management to ensure operational alignment with security privacy and compliance requirements.
15. Oversees identity and access management processes including provisioning deâprovisioning and roleâbased access controls.
16. Maintains operational documentation SOPs runbooks and auditâreadiness materials.
17. Manages relationships with vendors and service providers supporting infrastructure and endâuser services.
18. Oversees licensing and subscription management to ensure costâeffective compliant use of technology services.
19. Ensures vendor performance meets contractual obligations and operational service levels.
20. Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and supporting organizational actions towards addressing indigenous-specific racism in BCs health care system.
21. Fosters and maintains an organizational culture that promotes equity diversity and inclusion mutual respect teamwork and service excellence.

Your education & skillsâ

• âBachelors degree in Information Technology Computer Science or a related field or an equivalent combination of education and experience.
• Minimum 7 to 10 years of progressive experience in IT operations infrastructure or service delivery roles.
• Minimum 3 to 5 years of experience in a people leadership or management role. Experience leading both enterprise infrastructure platforms and end-user support services teams is required.
• Strong knowledge of enterprise IT infrastructure modern infrastructure and cloud platforms particularly Microsoft Azure and Microsoft 365 and end-user computing environments.
• Experience with identity and access management user lifecycle processes and role-based access controls.
• Experience managing software licensing subscriptions and technology costs with a focus on optimization and value realization.
• Proficiency in IT service management frameworks particularly ITIL and their practical application.
• Experience managing IT service desk operations and multi-tier support models.
• Experience with ITSM tools for incident request change and problem management.
• Strong analytical troubleshooting and service improvement skills.
• Excellent interpersonal and communication skills with the ability to engage both technical and non-technical stakeholders and to build strong collaborative relationships.
• Strong organizational and prioritization skills in dynamic operational environments.
• Experience providing IT operations support in a regulated or complex organizational environment is an asset.
• Customer-focused mindset with a strong emphasis on service quality and user experience.
• Demonstrated ability to lead teams through operational challenges and change.
• Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts including social economic political and historical realities impacting Indigenous communities and knowledge of Indigenous-specific anti-racism and accompanying reports (e.g. The Truth & Reconciliation Commissions 94 Calls to Action (2015) the In Plain Sight Report (2020) and Reclaiming Power and Places Calls for Justice (2019)) is an asset.
• Demonstrated understanding of equity diversity inclusion and cultural humility as they apply to health care is an asset.

How to Apply

If you are interested in this position please apply online by 11:59pm on March 27 2026. This opportunity will remain posted until filled; however priority consideration will be given to those who apply by the deadline. To apply and see a full list of our current opportunities or to learn more about working at the BC College of Nurses & Midwives please visit our website atCareers at BCCNM.

Collection Notice

To apply to a job posting you need to create an online account with BCCNM. To create an online account as well as apply for a job posting youll be asked to provide personal information.

The BC College of Nurses and Midwives (BCCNM) collects your personal information for the purposes of creating your online account as well as for recruiting evaluating and selecting employees. The legal authority for collecting this information is under section 26 British Columbias Freedom of Information and Protection of Privacy Act. If you have any questions about the Collection Notice please contact .

Please note:BCCNM no longer requires staff contractors board and committee members and volunteers to provide an attestation of vaccination related to the Covid-19 pandemic.

In the event of a Public Health Order being issued the College is committed to full compliance with all directives and guidelines set forth by the Provincial Health Officer (PHO) to ensure the safety and well-being of our employees and the community partners we work with consistent with the duty of the College to serve and protect the public.

Required Experience:

Manager