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Director, Service and Performance Management, WEST Alliance Office

Full Time
16 days ago
Director, Service and Performance Management, WEST Alliance Office

AO Program Relationship Lead

Burnaby, BC

PHSA Alliance Office Background and Overview

The purpose of the PHSA Alliance Office (AO) is to provide overall management and accountability for delivery of the Workplace Evolving Services and Technology (WEST) Agreement, focused on driving transformation of the Services and achieving Desired Outcomes.

PHSA and NTT have committed to work together through joint development and mutual agreement of a Shared Vision (shared intention), six Guiding Principles and Intended Behaviours (behavioural statements), meant to guide the nature of the business relationship and document the mutual primary objectives and aspirations. This commitment assists in establishing a collaborative relationship where all parties have a stake (are Vested®) in the mutual outcomes and work together to achieve same.

The WEST relationship management structure enacts and supports joint policies, practices and governance structures that emphasize the importance of maintaining and enhancing collaborative working relationships, attitudes and behaviours. The governance structure has horizontal or peer-to-peer alignment, 'two in a box', because PHSA and NTT are accountable for success, together.

Role Summary

In accordance with the Mission, Vision and Values, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Director, Service and Performance Management, works within a complex, province-wide multi-site environment, consulting with WEST, PHSA, and Health Authority (HA) Executives and others to ensure the WEST services and service delivery are aligned with the needs of the HA's, NTT, and PHSA. Is responsible for the development and ongoing oversight/management of the Quality Management Program, plan and process strategies to support the successful execution of the contract, along with monitoring and calculation activities required to ensure the stability, quality assurance and the application of service standards and frameworks; such as, ITIL (Information Technology Infrastructure Library) and related best practices to improve the customer/client experience.

The Director, is accountable for ensuring the WEST Outcomes Architecture which sets out the Desired Outcomes, Objectives, and associated Performance Standards used to guide, measure, and inform the overall performance of the Services is managed effectively and, if agreement by all parties, supports the evolution and transformation of these over the course of the Term to align with and meet the needs and responsibilities of all parties. This position manages multiple, concurrent deliverables within tight timelines and exercises professional judgement involving complex and diverse issues, as well as the need to lead, negotiate, consult and collaborate with a wide variety of Executive Stakeholders and Vendor Representatives. Errors in judgement, decision-making, service timeliness and design have the potential to impact a broad base of HA End Users in the clinical environment.

What you'll do
  • Oversees budget & resources for area of responsibility, including approving budget recommendations, allocating resources, monitoring budget performance, planning & adjusting operations. Represents WEST as a member of various PHSA service and/or performance management forums and initiatives.
  • Leads, facilitates and reviews with all parties (i.e. AO, NTT, HAs) Performance Standards, including performance against such Performance Standards, as well as related management and operational issues relating to the Performance Standards
  • Manages and oversees process development, reporting, monitoring and integration between the HAs and NTT required to support the Service Performance Standards, Management, Outcomes Architecture and Requirements Roadmap.
  • Oversee the development, implementation and ongoing monitoring of a Quality Management (QM) and Assurance (QA) Plan by which performance against the Performance Standards is measured, calculated and analyzed; as well as aligns with and support reporting and Monitoring Requirements.
  • Adds, deletes or modifies the Performance Standards with the aim of establishing Performance Standard metrics that reflect targets based on historical performance against the Performance Standards, with reference to the Statement of Intent.
  • Leads and/or participates in advisory groups, special task groups, and strategic planning teams, providing independent strategic business and service / performance management advice
  • Co-Chair and voting member of the WEST Operational Management Committee (OMC).
  • Member of the WEST Executive Management Committee, whose accountabilities include the following:
    • Developing and implementing the WEST strategy;
    • Ensuring alignment to the Statement of Intent;
    • Managing the Innovation and Transformation, and Service Delivery programs;
    • Championing the achievement of the Desired Outcomes; and
    • Other responsibilities, as defined in the Terms of Reference.
  • Ensures achievement of the Performance Standards per the terms of the contract, business requirements and strategy for in scope devices. Responsible for service and performance management related process design; and planning & enactment.
  • Provides leadership on, and ensures completion of, incident resolution, root cause analysis for major incidents. .
  • Oversees staff, establishes clear definitions of responsibility, evaluates performance in collaboration with appropriate stakeholders, fosters a positive working environment, listens to concerns and enables decision-making. Supervises, leads and performance manages designated staff using effective management techniques such as coaching, mentoring, and skill development.

What you bring

  • A level of education, training, and experience equivalent to a Master's degree in Computer Science, or Business Administration with a focus on ITIL Service Management and ten (10) to twelve (12) years of experience in progressively more responsible roles managing multiple large, cross-functional teams and/or projects in a large scale multi-site organization.
  • Proven experience in leading ITIL services. Demonstrated ability to function effectively in a highly dynamic fast paced, continually changing environment. Ability to work in a complex out-sourced/shared services/matrixed organization.
  • Demonstrated ability to provide strategic direction and to analyze and resolve problems resourcefully. Ability to achieve, and to recognize the need for, alignment with the strategic direction of the organization. Proven ability to foster a collaborative team approach to decision-making and to facilitate a partnership and cooperation to achieve shared goals. Ability to lead, supervise and collaborate. Proven effective fiscal and financial management skills including all aspects of budget development, management and variance analysis. Exceptional communication, inter-personal, and public relations skills. Demonstrated ability to grow and sustain mutually beneficial working relationships. Ability to negotiate and mediate resolutions. Ability to interact tactfully and effectively with staff at all organizational levels, both internally and externally. Excellent time management skills.

Skills & Knowledge
  • Understanding of various reports including Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), In Plain Sight, Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
  • Models and supports full team commitment to Indigenous Cultural Safety and anti-racism.
  • Collaborates with peers to ensure ICS lens applied holistically through department as whole
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
  • Join one of BC's largest employers with province-wide programs, services and operations - offering opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time

Salary Range: $124,561 - 179,056 /year. The starting salary for this position would be determined with consideration of the successful candidate's relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
(include postal code)
Closing date:
Applications accepted until position is filled
Hours of Work:
0830-1630 (Monday to Friday)
Requisition #

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs:

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey-one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at

Please note the internal job posting will no longer be accessible after the expiry date of April 10, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday - Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day.
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