Director, IT Operations

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 

What You’ll Do 

• 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 

Experience 

• 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 expertise (budgeting, forecasting, capacity planning) 

• Strong stakeholder management and communication skills 

• Experience managing vendors and service-level performance  

• Ability to translate operational data into business insights

Education: Bachelor’s degree in Computer Science, Business, Finance, or related field (or equivalent experience)  

Security Requirement 

This role requires Reliability Status Clearance (Enhanced Level B). Candidates must have resided in Canada for at least 5 years and hold Canadian citizenship or permanent residency.  

Assets 

• Experience in healthcare, insurance, or regulated environments  

• Bilingualism (English/French) 

 What We Offer 

• Permanent full-time position 

• Flexible work arrangements (remote/hybrid) – Must be available to travel to Moncton NB Head-Office location frequently 

• 100% employer-paid health, dental, and vision benefits  

• Defined Contribution Pension Plan with employer 

• Annual incentive bonus 

• Vacation and wellness programs 

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