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Waterloo Wellington Local Health Integration Network

We connect you with care, at home and in the community, and better connect your health system together to improve your care experience.

We listen to you and your care team and invest $1.1 billion annually in the local health services you need. This includes hospital care, long-term care, mental health & addictions, home & community care, community support services, and primary care (your family doctor or nurse practitioner). We then hold these providers accountable to ensure quality care and value for your money.

We also work closely with public health to prevent illness and improve the health of all residents, helping more people to have equitable care experiences regardless of gender, location, socioeconomic status, and more. This especially includes our local Francophone, Indigenous, and newcomer residents.

We are a community leader - working together with police services, municipalities, school boards, businesses, associations, and others to improve the overall health and wellbeing of residents across Waterloo Wellington.

We are a team of nurses, doctors, and other health and business professionals, passionately committed to delivering exceptional care and improving the patient experience. 

Position:  Organizational Development Consultant

Region:  Cambridge & Area, Kitchener-Waterloo & Area, Guelph & Wellington


The Manager, Information Technology is responsible for leading the WWLHIN’s Information Technology operations with a focus on technical support and projects (hardware and software). The overall goal of the position is making it easy for LHIN staff to access the high quality support they need, so they can effectively serve our residents and make it easy for them to be healthy.

This is accomplished by:

  • Always doing what is in the best interest of our residents,
  • Ensuring staff have up-to-date technical resources, 
  • Maintaining service level commitments in line with the needs of the organization,
  • Continuously striving to improve the support delivered to staff,
  • Providing technical expertise on organizational initiatives,
  • Leading technical deployments,
  • Mentoring IT staff to ensure they remain motivated and constantly strive to improve themselves,
  • Mitigating the risk of local outages and downtime,
  • Keeping security front-of-mind, while also striving to make information sharing easier amongst health service partners.

Key Responsibilities:


Functional Strategy 

  • Core responsibility: overseeing the day-to-day operations of the WWLHIN’s IT Helpdesk including (but not limited to): maintaining service quality and SLA standards, balancing team workload, ensuring adequate coverage, providing advice, and personally taking on or directly assisting in resolving complex or high priority requests.
  • Develops an annual work plan and supports the Director in the development of the strategic and operational IT roadmap.
  • Provides input and advice on departmental policy, procedures and systems.
  • Supports the selection of new hardware and software.
  • Maintains a good understanding of ministry directives and ensures they are followed.
  • Keeps abreast of new developments / technologies / processes in the IT industry.
  • Makes recommendations to implement innovations to yield improvements/efficiencies.
  • Locally manages any IT-related provincial issues that may impact WW operations.
  • Regularly collaborates and communicates with the HSSO, other LHINs, and external stakeholders (e.g. hospitals, eHealth, etc.) on technical projects and deployments.

Program and Operational Leadership

  • Provides both technical knowledge/expertise as well as core project management services (scope, budget, reporting) for both internal and system-wide projects.
  • Manages external contractors to ensure contract is respected and quality is achieved.
  • Provides input to working groups / business leaders / project teams as to how to leverage technology to improve business process.
  • Works with internal customers to ensure technical support is meeting business needs.
  • Develops policy and procedures in conjunction with the Director, IT & Facilities.

People Leadership

  • Manages helpdesk staff (6 FTEs).
  • Prioritizes and delegates work.
  • Undertakes annual and on-going performance management including development/assessment of an annual individualized plans (AIPs), identification of learning opportunities, career coaching and on-going mentoring.

Safe Working Environment

  • Through own work, and the management of others, ensures that the WWLHIN consistently operates a safe working environment, wherever work is undertaken.
  • Follows all safe work practices and procedures and immediately communicates and mitigates any activity or action which may constitute a risk to resident or staff safety.
  • Participates in related training and education.

Preferred Experience and Skills

  • Education and experience typically includes a university degree / college diploma with specialization in computer science / technology, and 5 – 7 years of experience.
  • Expertise in technical systems analysis and management, including hands-on experience with computer networks, hardware, and software.
  • Experience with supervising others in a customer service-focused environment.
  • Knowledge of the Ontario health sector and including current IT strategies and initiatives.
  • Knowledge of IT specific privacy and security regulatory environment.
  • Knowledge of project management, particularly in the context of information technology design and implementation.
  • Knowledge of the WWLHIN’s programs and services in order to support information technology needs.
  • Knowledge in technology and information management (hardware, software).

Communicating and Influencing Others

  • Communicate internally working with the business to provide customer service in the resolution of technical issues, and project management leadership / expertise.
  • Communicate externally with health partners, vendors, contractors, and other LHINs to gather information, provide technical expertise, and consult on projects and initiatives.
  • Consults with the business to collect information related to on-going and future information technology needs.

Problem Solving, Decision Making and Accountability

  • The Manager of Information Technology is responsible for responding to issues with IT operations at the organization level; determining an action plan and deploying staff for resolution.
  • Proactively planning IT solutions that mitigate future risks (capacity, integration) including disaster response and recovery planning.
  • He/she is accountable for the day-to-day operations of the IT function focused on technical support.


  • Through the combination of proactive and reactive problem solving and planning, this role may have a significant impact on the business such as managing/preventing system downtime or minimizing delays in project implementation. 

Management of Human Resources

  • The Manager, Information Technology is responsible for the oversight of 6 full time staff, and will act as backup coverage for the Director of IT and Facilities. Numbers may fluctuate as the department / role evolves.
  • Responsibilities include hiring, performance management as well as day to day delegation and quality review.
  • May also serve as a project / working group lead for both internal and external initiatives (sector, LHIN).

Salary:  TBD

Terms of Employment:  TBD

Deadline for Application:  Friday, December 15, 2017

How to Apply:  

WWLHIN strives to create a respectful, accessible and inclusive work environment.  Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities.  Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at for assistance.  

If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting posting #17-A-27 before 4:30 p.m. on December 15, 2017 to Human Resources (e-mail: We thank all applicants in advance; however, we will be communicating only with those selected for an interview. 


Profession Type:  Support Services/Operations (Food Service, IT)

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