Director, Shared Technology Services

For over 50 years, LifeLabs has been Canada's leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratorytests come through LifeLabs' laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians' lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada's Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

Reports To: Vice President, IT Technology Services

Purpose of the Role:

We are a dynamic and forward-thinking organization committed to leveraging technology to drive business success. Our IT department is at the forefront of our digital transformation journey, ensuring robust, reliable, and innovative technology services that empower our teams and delight our customers. We are seeking a highly skilled and experienced Director of Shared Technology Services to lead our technology infrastructure and support services teams to new heights.

The Director of Shared Technology Services will be responsible for overseeing and optimizing our IT infrastructure and supporting services, ensuring they are secure, efficient, scalable, and aligned with our business goals. This leadership role encompasses managing Datacenter Services (Server and Network Services, Service Reliability Engineering, and FinOps) as well as End User Services (Service Desk, Telecommunications, and Deskside Support). The ideal candidate will have a strong blend of technical expertise, financial acumen, strategic vision, and leadership skills to drive service excellence and continuous improvement.

LifeLabs operates under a Hybrid workforce model. Further details will be provided during the interview stage.

Accountabilities:

Leadership

• Lead, mentor, and develop a high-performing team of IT professionals, fostering a culture of innovation, collaboration, transparency, trust, credibility, and accountability
• Promote a culture of continuous learning and professional development, ensuring the team stays current with industry trends and emerging technologies
• Collaborate with cross-functional teams to understand business needs, provide technical leadership, and deliver effective solutions

Strategic Planning and Execution

• Develop and execute a comprehensive technology services strategy that aligns with the organization's goals and objectives
• Partner with stakeholders to drive digital transformation initiatives and ensure alignment between technology services and business needs
• Anticipates future technology needs and identify proactive solutions to satisfy business requirements
• Assessment and evaluation of new technologies, including hardware, software, and processes
• Establish and maintain strong vendor relationships to ensure the best technology solutions, services, and support

End User Services Management

• Direct the Service Desk, Telecommunications, and Deskside Support teams to provide excellent customer support and seamless technology experience for all employees
• Develop and implement end-user support strategies that are proactive, customer-focused, and aligned with ITIL best practices
• Drive continuous improvement initiatives, leveraging metrics, feedback, and technology to enhance service delivery and user satisfaction
• Establish and measure IT performance relative to cost, value creation and customer satisfaction in the key areas of operating systems, telecommunications, and desktop support

Datacenter Services Management

• Lead the strategy, planning, and execution for Datacenter Services, including server and network services, ensuring high availability, scalability, and security
• Oversee Service Reliability Engineering (SRE) teams to ensure optimal performance, resilience, and reliability of critical systems through automation
• Oversee and evolve FinOps practices to optimize cloud and infrastructure costs, ensuring transparency, accountability, and value realization
• Oversee lifecycle management of all services and assets
• Ensure that operational services are completed on schedule and at the highest levels of quality

Risk Management, Process, Compliance & Financials

• Ensure all technology services comply with security policies, regulatory requirements, and industry standards
• Develop and maintain robust disaster recovery and business continuity plans to safeguard critical IT services
• Implement standards such as ITIL while instilling and managing a culture of proper ITIL effectiveness and hygiene
• Establish and enforce processes to operate Technology Services
• Monitor and measure KPI's for your domains
• Maintain and plan multiyear budgets for your responsible areas - GAAP rules.
• Manage / optimize operations and maintenance costs
• Creating and monitoring fiscal resources as related to specific projects, aiding in operational and strategic planning

Minimum Hiring Requirements:

• 10+ years of experience in IT infrastructure and support services, with at least 5 years of experience in a senior leadership role
• University undergraduate degree, ITIL Background or certification, MBA an asset
• Strong technical background in Datacenter Services, including server and network management, SRE, and FinOps
• Proven experience in managing End User Services, including Service Desk, Telecommunications, and Deskside Support
• Demonstrated ability to develop and execute IT strategies that drive business value and operational excellence
• Strong financial acumen with experience in IT budgeting, cost management, and FinOps practices
• Excellent leadership, communication, and interpersonal skills with a track record of building and leading high-performing teams
• Familiarity with ITIL, DevOps, Agile, and other IT service management frameworks
• Experience in a fast-paced, dynamic environment with a strong focus on customer experience and continuous improvement
• Proven experience in vendor relationship management, financial and budget planning, resource management, and project management
• Proven management experience in technology, infrastructure, storage and network implementation and support
• Proven experience in developing and maintaining effective relationships with internal and external customers

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LifeLabs' compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs' Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs'. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!