Director, IT Operations

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
• Success in This Role
• Leads with accountability, transparency, and measurable outcomes
• Actively builds and models a culture aligned to Medavie's values: accountable, responsive, innovative, and community-minded through 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

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
• Capabilities
• Strong knowledge of ITSM and operational governance frameworks
• Financial and resource management exp

Benefits

Additional Information

Position Type: Permanent If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place. As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year. Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today. 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 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. 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

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