Senior Manager, Client Services

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the 2021 Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our leading edge work on Communities of Inclusion, Inclusion Calendar, Health Equity Certificate Program and much more. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023 and 2024! Learn more at shn.ca

Job Description:

Position Overview:

Scarborough Health Network is seeking a Senior Manager, Client Services to lead mission-critical digital services that support patient care, clinical operations, and hospital staff across multiple sites.

This role provides strategic and operational leadership for Service Desk and Telecommunications services that run 24/7 in a complex healthcare environment. You will lead a large, unionized frontline team, oversee core digital infrastructure, and work closely with clinical, operational, and executive leaders to ensure technology is reliable, secure, and ready for the future.

Responsibilities:

Strategic and People Leadership

• Provide leadership for Service Desk and Telecommunications teams supporting three hospitals and multiple satellite sites
• Set direction, goals, and performance expectations for supervisors, and frontline staff
• Define and track service performance metrics and operational KPIs
• Lead recruitment, workforce planning, and workload optimization to support a 24/7 environment

Digital Services Delivery and Technology Oversight

• Oversee daily operations of Service Desk and Telecommunications platforms that support clinical and non-clinical systems
• Ensure compliance with organizational standards, cybersecurity policies, and healthcare regulations
• Develop and maintain policies, standards, and operating procedures for service delivery
• Assess risks, dependencies, and resource needs for enterprise initiatives and digital health projects
• Work with vendors and partners to ensure service continuity, performance, and value for money

Operations and Stakeholder Engagement

• Ensure 24/7 staffing and escalation coverage for Service Desk and hospital communications systems
• Act as a senior point of contact for operational issues affecting patient care or hospital operations
• Collaborate with clinical, operational, and executive stakeholders to prioritize support and projects
• Oversee vendor contracts, service agreements, and delivery metrics
• Manage operational and capital budgets
• Support incident response, downtime procedures, and critical infrastructure recovery when required

Requirements:

• Undergraduate Degree in Computer Science, Information Security or equivalent
• Masters Degree in Computer Science, Information Security or equivalent preferred
• Certification in CISP, ITIL Foundation, PMP preferred
• 5+ years experience in a Canadian healthcare related organization
• 5+ years experience in IT service management and service delivery
• 3+ year experience in a leadership role
• Knowledge on leading enterprise-wide technology transformation initiatives

This opportunity is posted to support the recruitment of an existing vacant position.

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.

We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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