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Position Type:
PermanentIf 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.
The Opportunity
Reporting to the Director, IT Services, the Manager, IT Services is responsible for aligning assigned technology services, processes, vendors, and staff with the strategic and operational priorities of Medavie Health Services and its operating companies. The role provides leadership for reliable, secure, and responsive IT services that support geographically dispersed, 24/7 healthcare and emergency operations.
The Manager leads day-to-day service delivery and operational improvement across assigned teams and services. This includes establishing clear priorities, strengthening incident, problem, change, and service management practices, managing operating plans and budgets, and maintaining effective relationships with business leaders, technology partners, government stakeholders, vendors, and consultants. The Manager is accountable for assigned service portfolios and ensures service performance, operational governance, risk management, and continual improvement objectives are achieved.
The Manager is accountable to patients and coworkers by participating in and supporting safety-related initiatives and by acting in a manner that fosters patient safety and a safe workplace.
What You Will Do
Lead assigned IT Services teams, including staff management, coaching, performance management, workforce planning, on-call coverage, and professional development.
Translate business and technology priorities into operating plans, team objectives, measurable service outcomes, and accountable delivery commitments.
Oversee the reliable and secure operation of assigned infrastructure, enterprise applications, and technology services that support 24/7 clinical and operational environments.
Establish and improve incident, problem, change, request, knowledge, and service-level management practices; define service level objectives (SLOs), monitor performance metrics, and drive continual service improvement to strengthen service stability, responsiveness, and customer experience.
Act as a management escalation point for major incidents, recurring service issues, operational risks, and vendor performance concerns, including after-hours escalation when required.
Accountable for assigned service portfolios, including service health, service ownership, service level attainment, lifecycle management, operational documentation, risk management, and continual service improvement.
Work with Cybersecurity, Privacy, Enterprise Risk, and technology teams to identify, assess, communicate, and address operational and technology risks.
Ensure appropriate controls are maintained for assigned services, including access management, system documentation, backup, recovery, continuity, and disaster recovery readiness.
Develop annual operating and capital budget requirements for assigned services; monitor forecasts, commitments, contracts, licensing, and expenditures within approved plans.
Plan and oversee technology initiatives, establishing scope, milestones, resource requirements, dependencies, risks, and status reporting in partnership with project and business teams.
Support mergers and acquisitions, procurement activities, and proposal responses by coordinating technical assessment, planning, estimates, resource assignments, and implementation input.
Build strong working relationships with operating company leaders, internal technology teams, government and health-sector partners, vendors, consultants, and other stakeholders.
Negotiate, manage, and review vendor and consultant engagements and contracts, and hold service providers accountable for performance, cost, risk, and delivery commitments.
Communicate service issues, planned changes, risks, priorities, and progress clearly to staff, customers, and senior stakeholders.
Maintain awareness of relevant technology and healthcare sector developments; recommend improvements that provide operational value, reduce risk, or improve service outcomes. Develop and implement operational policies, standards, procedures, and governance frameworks. Establish clear ownership and accountability for assigned services, processes, controls, and technology decisions, escalating policy or resourcing matters to the Director, IT Services as required
Contribute to service roadmaps, technology lifecycle planning, technical debt remediation, capacity management, and platform modernization initiatives.
Represent Medavie Health Services on internal or external committees and working groups as assigned.
Required Qualifications
Education: A post-secondary degree or diploma in computer science, information technology, business, or a related discipline, or an equivalent combination of education, training, and experience.
Ten (10)+ years of progressive experience supporting or managing information technology services, systems, infrastructure, or enterprise applications.
Five (5) or more years of people leadership or IT management experience, preferably in a geographically dispersed, 24/7 operational environment. Experience with service delivery, operational planning, process improvement, budgeting, vendor management, initiative delivery, and technology risk management.
Experience in healthcare, emergency services, government, or another regulated environment is an asset.
Knowledge and Skills
Demonstrated leadership, sound judgment, accountability, and the ability to coach teams through operational and organizational change.
Strong knowledge of IT service management practices and the operational disciplines required to deliver reliable, secure, and supportable technology services.
Strong knowledge of service portfolio management, service ownership models, governance frameworks, and operational performance metrics.
Ability to build trust and productive relationships with business leaders, technical teams, vendors, government partners, and other stakeholders.
Strong analytical, problem-solving, prioritization, and decision-making skills, including the ability to manage competing demands in a fast-paced environment.
Excellent written, verbal, presentation, and consultative communication skills, with the ability to explain technical, operational, financial, and risk matters clearly.
Working knowledge of enterprise infrastructure, cloud and on-premises environments, application support, cybersecurity controls, business continuity, and disaster recovery.
Language Requirement: Bilingualism (EN/FR) is considered an asset. English is requirement, written and verbal, to provide services to our customers and communicate with internal stakeholders
Security Clearance Requirement: This position requires Reliability Status Clearance (Enhanced Level B), including fingerprinting, a criminal record check and a credit check. Candidates must have resided in Canada for at least five years and hold Canadian citizenship or permanent resident status.
Working Conditions
The role operates primarily in an office and hybrid work environment and requires regular use of standard computer and communications equipment. Periodic travel to operating locations may be required. The Manager participates in an on-call escalation structure and may be required to work outside normal business hours to support major incidents, planned changes, or urgent operational needs.
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This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.Pay Range:
99,177 - 119,013 CADThe Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.
We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.
While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.
If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.
We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.
Have questions or want to learn more about us? We would love to hear from you!
Whenever possible, reach out to a named contact rather than a general inbox - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at
Who we are
We’re a team of over 8,000 professionals serving clients from coast-to-coast with operations in most provinces. We provide health benefits to nearly 1 in 10 Canadians and manage emergency medical services for nearly 1 in 15 Canadians.
We’ve been a leading health services partner for individuals, employers and governments across Canada for 80 years and a premier all-in-one carrier that provides health, dental, travel, life and disability benefits to individuals and organizations.
We've been recognized as one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and an Imagine Caring Company.
What we value
Our values are inherent to our culture and provide the framework for each interaction we have and transaction we make, while providing a clear set of expectations to empower employees to do the right thing for everyone we serve. We are:
Caring – We show compassion in everything we do
Accountable – We follow through on our commitments
Responsive – We have the courage to act and adapt
Innovative – We encourage and value new ideas
Community-minded – We achieve more together
More than simply a poster on the wall, our mission of improving the wellbeing of Canadians represents the purpose of our organization ― and we align that with our culture.
What we give back
As a not-for-profit organization, we don’t answer to shareholders. Instead, we invest our earnings in our business, our communities and, most importantly, our employees. We use some of these earnings to support:
Programs to support causes that are close to our employees' hearts, matching the volunteer hours and donations they contribute
An annual United Way workplace campaign led by employees in each of our locations
The Medavie Foundation, which invests in community initiatives and organizations that improve the wellbeing of Canadians, focuses on some of the most pressing mental and physical health challenges facing Canadians.
We want to meet you as you are
At Medavie Blue Cross, we foster a culture of openness, understanding and a sense of belonging where everyone can bring their true selves to work. Nearly 70% of our management roles are held by women and we’re committed to creating a diverse, equitable and inclusive workplace where everyone is valued for who they are and what they contribute. We will accommodate people with disabilities during the recruitment, selection and hiring processes.
What we offer
If you live our values and deliver results, you’ll experience meaningful, rewarding work in a purpose-centred, inclusive organization that provides:
Flexible work options: We want you to work where you work best. We offer work from home, from the office, or a hybrid of the two, while ensuring you feel connected to your team and to our purpose. Our flexibility goes beyond location. We also have flexible working hours and part-time options available.
Competitive compensation: We believe in rewarding our employees for the skills they bring to their jobs and the results they deliver. This includes competitive compensation that will reflect your experience and expertise and annual performance-based incentives, a 100% employer-matched defined contribution pension plan, an employee RRSP, one-on-one financial counselling, vacation and personal days to help you rest, refuel and balance your life.
Career Growth: Internal talent mobility and growth are an integral part of our success. Employees are empowered to own their career development and have rewarding experiences in a variety of work areas. Supportive leadership will encourage and coach you to maximize your potential so you can access multiple learning pathways to develop. Our leadership development program and other programs, such as mentoring, performance-based management and education assistance, are offered to provide employees with an environment of lifelong learning.
Outstanding benefits: Wellbeing is at the centre of everything we do and this starts with our employees. To help you take a proactive approach to your health, we provide: