Director, IT Operations

Position Type:

Permanent

If 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.

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

#VS-LI1

#CBM1

This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

Pay Range:

120,335 - 154,717 CAD

The 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.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.