Job Order Detail

Description

The Manager, Service Assurance will oversee the day-to-day management, operations, and performance of the eHealth Service Desk. The individual manages the single point of contact and customer support for critical clinical applications for the Saskatchewan health sector and for the MySaskHealthRecord services for Saskatchewan citizens. The individual will facilitate communication amongst health sector stakeholders and interdisciplinary end users while working collaboratively and directly with the technical experts and/or vendors. With patients and the public at the forefront, you will be responsible for providing a great customer experience for healthcare partners and ensure that eHealths programs, technology and tools are accessible and functional for those who need them.  

Responsibilities
Accountable for leading strategic planning, development, implementation, monitoring and evaluation of the eHealth Service Desk;
Establishes strong working relationships and facilitates on-going collaboration with stakeholders across the province;
Develops an annual work plan, including objectives, timelines and outcomes in consultation and collaboration with external and internal stakeholders;
Develops, implements, monitors and evaluates quality assurance and quality improvement initiatives by continually evaluating Service Desk goals, objectives and procedures;
Establishes and facilitates committees and working groups as required to support Service Desk planning, development, evaluation, and quality improvement;
Responsible for data analysis and report development for utilization management, quality assurance, demand and capacity analysis, and program evaluation;
Effectively prepares, controls, and evaluates the annual staffing and operating budgets, and is responsible for the completion of budget forecasts and variance reporting for the services/programs they oversee;