Manager, IT Operations & Services

Status: Regular, Full-Time
Work Location:  Hybrid, Vancouver B.C. (a minimum of 2 days in office)

Who we are

The British Columbia College of Nurses & Midwives (“BCCNM”) is the college empowered under the Health Professions Act to regulate the practice of all licensed practical nurses, nurse practitioners, registered midwives, registered nurses, and registered psychiatric nurses in British Columbia. Regulation helps to protect the public by ensuring that professional care or service received by the public is competent, ethical, and meets the standards that society views as acceptable.

As western Canada’s largest health profession regulator, we believe a diverse and inclusive team enriches our efforts to protect the public. We welcome applications from all who reflect of the communities we serve and especially encourage Indigenous Peoples and members of equity-seeking groups to apply. We believe diverse perspectives and experiences bring both innovation and better outcomes to the work we do and the decisions we make.

 

BCCNM’s commitment to Indigenous Specific Anti-Racism

BCCNM is committed to working with Indigenous Peoples and health system partners to support Indigenous-specific anti-racist practices in the health system. As the largest health regulator in Western Canada, BCCNM has the opportunity to influence the health professionals we regulate, as well as the broader health-care system, to break the cycle of racism, and improve health outcomes for Indigenous Peoples. BCCNM has pledged to become culturally safe and anti-racist, and to support the health professionals we regulate to do the same.

 

What we offer you​​

We are delighted to be recognized as one of BC’s Top Employers. It is more than a badge of honor – it’s a reflection of our people and the purpose that drives us every day. At BCCNM, we’re creating a workplace where flexibility, equity, growth, and connection are not just values – they’re part of how we work. Whether it’s through hybrid work options, meaningful employee engagement, or our commitment to reconciliation, we’re building something that matters. This honor reflects our unwavering commitment to creating a workplace where people truly thrive. 

We promise to provide you with rewarding work that challenges you. You will be part of a passionate team contributing to our important mandate of protecting the public. As a member of the team, you can expect to be working in a collaborative, team-based environment, and treated in a respectful and professional manner.

The expected starting base salary for this position is $125,417– $131,689 annually, depending on a variety of factors including qualifications and experience. Once hired, you will progress through a wider salary range over time as you continue to develop job knowledge, skills and competencies for the role.

In addition to base salary, the college offers a generous vacation and extended benefits package. As an employee, you receive 100% employer-paid health and dental benefits. And we contribute to B.C.'s Municipal Pension Plan to help you secure your retirement income. Throughout your career with us, you will engage in a variety of learning and development. We will support your professional development and cover your professional membership costs. To support you in work and life, we provide an employee assistance program and fitness allowance perk. Working with us allows you to enjoy flexible hybrid work. This position is located in Vancouver, but you’ll be able to work remotely up to 3 days a week. Our office is closed for the 11 statutory holidays in B.C. as well as Easter Monday and Boxing Day.

 

What you will be doing

Reporting to the Director, Information Technology (IT), the Manager, IT Operations & Services (ITOS) provides people leadership and functional leadership across IT infrastructure and end-user support services, ensuring technology platforms and services are reliable, secure, scalable, and aligned with organizational needs.

The Manager, ITOS oversees the operation of enterprise technology platforms and user-facing IT services. The role applies strong service management practices, and leads teams responsible for delivering stable, high-quality IT services that support day-to-day operations and critical business cycles.

The Manager, ITOS partners closely with Application Development & Support (ADS), Quality Engineering & Testing (QET), Architecture, Security, Information Management, business teams and works with vendors, service providers and partners to drive delivery and continuous improvement of IT operational services across BCCNM.

 

​Key responsibilities include:

1. Leads, develops, and coaches IT Operations & Services staff, setting clear expectations and fostering a high‑performing, service‑oriented culture.
2. Builds cohesion between User Support and Infrastructure teams by strengthening collaboration, trust, communication, and shared ownership of service outcomes.
3. Oversees workforce planning, performance management, staff development, and change leadership to support operational resilience.
4. Owns the full user support lifecycle across Tier 1–3, ensuring consistent intake, triage, escalation, and resolution processes.
5. Strengthens knowledge management, self‑service capabilities, and user experience across IT user support functions.
6. Improves onboarding, offboarding, access management, and service request fulfillment through service metrics, trends, and user feedback.
7. Leads ITSM practices aligned with ITIL principles, ensuring incident, request, problem, and change processes are clearly defined, adopted, and effective.
8. Oversees ITSM tools, workflows, reporting, and KPIs, using operational data to drive capacity planning and continuous service improvements.
9. Leads the delivery and operation of secure, resilient, and scalable IT infrastructure and cloud‑based platforms.
10. Provides technical leadership across Azure services, networking, identity and access management, endpoint management, backup/restore, and platform monitoring.
11. Oversees advanced technical escalations for infrastructure and platform services, ensuring timely issue resolution and effective root‑cause analysis.
12. Monitors and manage infrastructure risks and ensure readiness for critical business cycles.
13. Stay current with evolving Azure capabilities and guide responsible adoption of new features.
14. Partners with Architecture, Security, and Information Management to ensure operational alignment with security, privacy, and compliance requirements.
15. Oversees identity and access management processes, including provisioning, de‑provisioning, and role‑based access controls.
16. Maintains operational documentation, SOPs, runbooks, and audit‑readiness materials.
17. Manages relationships with vendors and service providers supporting infrastructure and end‑user services.
18. Oversees licensing and subscription management to ensure cost‑effective, compliant use of technology services.
19. Ensures vendor performance meets contractual obligations and operational service levels.
20. Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and supporting organizational actions towards addressing indigenous-specific racism in BC’s health care system.
21. Fosters and maintains an organizational culture that promotes equity, diversity and inclusion, mutual respect, teamwork, and service excellence.

 

Your education & skills ​

• ​Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• Minimum 7 to 10 years of progressive experience in IT operations, infrastructure, or service delivery roles.
• Minimum 3 to 5 years of experience in a people leadership or management role. Experience leading both enterprise infrastructure platforms and end-user support services teams is required.
• Strong knowledge of enterprise IT infrastructure, modern infrastructure and cloud platforms, particularly Microsoft Azure and Microsoft 365, and end-user computing environments.
• Experience with identity and access management, user lifecycle processes, and role-based access controls.
• Experience managing software licensing, subscriptions, and technology costs, with a focus on optimization and value realization.
• Proficiency in IT service management frameworks, particularly ITIL, and their practical application.
• Experience managing IT service desk operations and multi-tier support models.
• Experience with ITSM tools for incident, request, change, and problem management.
• Strong analytical, troubleshooting, and service improvement skills.
• Excellent interpersonal and communication skills, with the ability to engage both technical and non-technical stakeholders and to build strong collaborative relationships.
• Strong organizational and prioritization skills in dynamic operational environments.
• Experience providing IT operations support in a regulated or complex organizational environment is an asset.
• Customer-focused mindset with a strong emphasis on service quality and user experience.
• Demonstrated ability to lead teams through operational challenges and change.
• Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including social, economic, political, and historical realities impacting Indigenous communities and