Infrastructure Services provides the leadership, delivery and support of information technology (IT) solutions that provide a hosting infrastructure for the BC Government and Broader Public Sector. Other key clients include the BC Ministry of Finance and the BC Pension Corporation as well as ESIT Advanced Solutions internal IT infrastructure. Infrastructure Services clients include those whose business is broad, highly diversified and involve functions critical to public safety, in fulfilling mission critical mandates and service quality commitments.
Infrastructure Services provides delivery and support for Data Centers, Networks, Mainframe Computing, Midrange Computing, Storage & Backup, and Database and Middleware using state of the art tools and following industry best practices through Service Management.
Infrastructure Services also provides internal IT support for Advanced Solutions including back office support in areas such as Exchange and SharePoint, as well as IT Helpdesk services among others.
Infrastructure Services is organized into 10 Departments comprised of:
- Mainframe Services – Provide Mainframe infrastructure, interactive (e.g. CICS, IMS, DB2) and system software, operations, scheduling, security, and database services.
- Network & Security Operations - Provides network, load balancing, and intrusion prevention and firewall services.
- Managed Compute - Provides server provisioning and operational support for the Windows, Linux, Solaris and AIX Server platforms for over 3,500 physical and virtual servers.
- Shared Services – Manages Province-wide Shared File services supporting over 40,000 users. Responsible for the delivery of the Managed Print Service in support of over 3,000 print devices across the Province. Deploys and manages web services hosting for BC Government web sites and CITRIX infrastructure services.
- Cloud Services - Provides service delivery and infrastructure support for Cloud Services, Citrix, Managed Container Services, VMware Virtualization, Automation & Monitoring.
- Storage and Backup Services - Provides the support for the Enterprise Storage Area Network infrastructure, which involves the configuration and management of storage arrays, fibre channel switches and the storage network topology and connectivity. Provides offline data protection for the purpose of recoverability through support of the application and infrastructure required for delivery of this service. This includes configuration and management of Virtual Disk Libraries, robotic tape libraries, backup and restores applications, and management of physical media.
- Database and Middleware Services - Provides database and middleware services including installation, configuration and maintenance. Support is also provided for other technologies including OpenVMS.
- Service Management - Supports core service support processes and organizes the information necessary for delivery of technical services, focusing on increasing efficiency through sustainable, continuous improvement. Support services include Incident & problem management, change management, request (order) management and asset management as well as Help Desk and IMAC support.
- Common Infrastructure Support – Provides all internal Infrastructure Technology needs for Advanced Solutions such as workstations, LAN, Voice, Email, Mobility, etc.
- Data Centre Management - Handles Data Centre facilities while providing support of remote sites, including receiving, racking, relocating, and decommissioning equipment. Common Infrastructure support.
The Director of Cloud Operations, within Infrastructure Services, is responsible for managing the operational delivery of the Cloud Services, Managed Container Services, VMware Virtualization, Automation & Monitoring as contemplated under a contracted agreement with the Province of British Columbia, as represented by the Ministry of Citizen’s Services to provide Strategic Technology and Mainframe Services (STMS).
Cloud Services provides the software and infrastructure required to support the Managed Services within the STMS Data Centres. The role of Cloud Operations is to ensure that the supported enterprise information systems (web sites, applications, databases, data centres and servers, networks, desktops and other endpoints) are monitored, assessed, and defended.
In this key central role, the Director defines outcomes and service levels and is accountable for providing the full range of IT operations management and support across all government programs, consistent with legislation and government policy. This includes financial and administrative management of government-wide procurement of technology to meet the evolving demands of government programs and priorities. The Director also provides strategic advice on IT operations, including security and privacy, to the Service Delivery Executive or the Managing Director of IT Operations Deliver and the Government OCIO.
The Director participates in Ministry projects, and assists Ministries in evaluation of proposals for major new government business applications. The position assesses industry trends and government plans, and refines business development strategy and related budgets, staffing and sourcing strategies to address evolving client service needs.
The Director is responsible for the overall function of the unit including strategic planning, goal setting, program design, organization design, resource allocation, program monitoring, and evaluation, and effective liaison with many external stakeholders.
As Director, Cloud Operations, you are responsible for managing the supporting technical operations teams ensuring timely completion and accuracy of service deliverables according to the Data Centre Services Statement of Work and associated Service Levels.
Cloud Operations features include:
- Hardware & Software – acquisition, installation, management and support of all associated hardware and software components including As-A-Service solutions offered within the STMS supported locations.
- Automation & Virtualization – support and enhance the ongoing development of automation and virtualization within the enterprise.
- Troubleshooting – Assist the Province and its clients with troubleshooting associated performance issues.
- Interoperability – Ensure that all associated hardware and software solutions function seamlessly together.
- Availability – Ensure that contractual Service Levels are maintained.
- Security – Support the Province and the Advanced Solutions Information Security Services team and Internal Audit with any security investigations.
- Monitoring – Provide monitoring & alerting services across the enterprise for all services.
- Directs a business unit and establishes service level agreements consistent with ministry program requirements, and industry capabilities and guidelines. Establishes customer service policies and procedures, and fulfils a senior role in the escalation of serious operational incidents. Leads the development and implementation of incident management communications.
- Oversees ministry projects and assists ministries in the evaluation of proposals for major new government business applications. Collaborates with Customer Relationship Managers and Customer Business Analyst Account Directors to evaluate opportunities and resolve service issues. Ensures that customers/clients receive clearly defined, current and relevant IT services (e.g. update/create service descriptions for services provided). Initiates and manages procurement of IT goods and services, leads contract negotiations, and oversees the management, administration and delivery of a variety of complex contracts.
- Designs and implements services and appropriate business models. Develops long-term plans that lead to improved methods for government to perform its internal and external business in alignment with an e-government framework. Evaluates new technologies, sets operational standards and develops best practices for systems management and risk management, and manages operational service levels. Ensures systems are in place to secure database servers and infrastructure from unauthorized access. Implements data and systems management practices that protect the privacy of individuals and government information.
- Directs operations to respond effectively to dynamic client demand and changing government structure. Designs and operates a client- centered “shared services” delivery model that ensures clients receive quality services. Develops and maintains effective liaison with clients, customers, government specialists, internal service providers, and private sector suppliers to ensure clients are provided with cost-effective service alternatives, and new and innovative solutions to improve service offerings. Negotiates and leads the establishment of maintenance routines and other Enterprise agreements with major hardware vendors to meet established service levels.
- Directs operations to ensure clients clearly understand their service relationship (e.g. service level expectations, business processes, roles and responsibilities, and financial obligations).
- Leads the streamlining of internal business processes to drive efficiency and quality of delivery. Ensures business decisions that impact corporate interests of government regarding IT infrastructure and sector or individual ministry needs can be rationalized to clients.
- Participates in committees (e.g. Joint Technology Standards Working Group) to develop new standards. Recommends the integration of services and financial models to provide common IT infrastructure.
- Leads Business Continuity and Disaster Recovery Processes as required. Ensures that the business unit’s needs are articulated within the overall Business Continuity and Disaster Recovery Plan.
- Provides authoritative advice and recommendations to the Service Delivery Executive and other senior officials regarding the business unit direction, preparation, administration, monitoring, and reallocation of budgets and resources, and on a range of issues and strategies relating to the business needs, problems, solutions, and critical success factors for clients and the technology dependent portions of their mandates.
- Assists with the examination of alternate service delivery approaches within the branch in order to optimize use of internal resources and make more effective use of private sector resources while reducing risk.
- Collaborates with the Purchasing Services Branch to develop and execute RFPs, ITQs and service contracts.
- Acts as a member of the branch management team and contributes to the annual branch business plan.
- Leads strategic planning, goal setting, program development and implementation for the unit.
- Sets goals for staff and effectively manages their performance. Provides a strong focus on team building and staff development.
- Manages a team of Team Leaders with 15+ staff and provides overall leadership and direction to a team of skilled systems professionals, and advances the principles of quality client service by promoting a team approach and creating and maintaining an environment that encourages and motivates staff and offers opportunity for career development.
- Responsible for hiring, performance management, training and succession plans for the group; and
- Oversees operational Cloud Services provided by the external provider delivery organizations located in Canada.
Education and Experience
- Degree preferred in computer science, information management, public administration, business administration or related discipline, and extensive experience in the management of information technology, or
- Five years’ experience working in a demanding results-oriented environment at management level.
- Five years supervisory experience over 10 or more staff.
- Equivalent combination of education and experience.
- Preference to those with Cloud, Virtualization, and Automation experience or certification
- Demonstrated experience providing strategic direction and advice to executives.
- Extensive experience in strategic planning and complex problem and issues resolution.
- Experience developing policy, managing projects, and managing budgets.
- Considerable experience developing a range of internal and external stakeholder relationships and engagement in the implementation of change strategies.
Knowledge, Skills, and Abilities
- Knowledge of business and program planning and development;
- Knowledge of ITIL;
- Knowledge of program performance measurement;
- Knowledge of standards development, implementation and evaluation;
- Knowledge of project and contract management, processes and best practices;
- Customer service;
- Business processes including those related to human resources, budgeting, financial management, procurement and contract management;
- Demonstrated leadership skills;
- Superior negotiation and influence management skills;
- Ability to develop key contacts and maintain effective working relationships and strategic partnerships with a variety of groups and individuals;
- Ability to establish program goals, priorities and standards;
- Excellent written and verbal communication skills;
- Capable of implementing and managing service platforms in compliance with a cost model and contract Statement of Work;
- Competent in upholding contract commitments and identifying and documenting service improvement opportunities;
- Ability to present solutions to clients based on their needs;
- Ability to lead, develop, motivate, engage and align teams;
- Ability to work collaboratively with people in all levels outside and inside the organization;
- Demonstrated ability in public speaking and presentation;
- Conflict management, problem determination and resolution skills;
- Proven interpersonal, verbal and written communication skills; and
- Demonstrated organizational skills that have been proven in an environment of high demands
LEADERSHIP ATTRIBUTES AND BEHAVIOURS
All Advanced Solutions leaders display the following attributes and behaviors:
- Always accountable
- Will to win
- Passion for customers
- Highly capable and innovative
- People and team developer