Service Delivery Lead

Full Time
  • Full Time
  • Toronto


Service Delivery Lead

Permanent Full-Time

Job Band: 4

At OntarioMD, we are on a mission to accelerate digital health for clinicians and patients. With over 14,000 Physicians using our products and services we continue to do our part in empowering practices and enhancing patient care. We value the uniqueness and diversity of our employees and recognize that nurturing the diverse perspectives and strengths of our people translates into innovative breakthroughs which ultimately impacts thousands of clinicians in Ontario within the digital health space.

The Service Delivery Lead is responsible for advancing OntarioMD suite of products and services through the software development lifecycle, providing product leadership for operational support and contributing to service management and improvement activities. This role will work closely with product/service business owners and internal technical teams to enhance product and service delivery, acting as the bridge between key teams to ensure business objectives are achieved.

Reporting to the Manager, Product & Service Management, this role:

1) Advances and prioritizes business objectives through the software development life cycle (SDLC) for OMD’s existing products & services:

  • Ensures product release cadence is established and maintained for assigned products and services.
  • Defines scope and duration of each release and creates/executes an aligned release plan in collaboration with internal and external stakeholders and partners.
  • Manages releases from initiation (scoping) through to delivery/operations, including risk management, as well as stakeholder and vendor engagement.
  • Responsible for product backlog management, including intake, assessment and prioritization.

2) Provides product leadership for operational support & problem management for OMD products & services:

  • Optimizes and aligns operational support processes/frameworks for OMD products & services in support of a common operating model.
  • Develops and maintains documentation for service delivery management for OMD products & services.
  • Acts as business escalation contact supporting engagement of external stakeholders/vendors as required to resolve identified issues in alignment with established service standards.
  • Acts as problem manager for high impact/severity issues, to coordinate with internal teams and external partners/vendors to ensure issue is adequately resolved, lessons learned conducted and future proofing recommendations established to ensure continual service improvement.
  • Leads the transition of products/services from pilot implementations to general availability, in partnership with various stakeholders.

3) Supports service delivery reporting & management activities:

  • Contributes to product road mapping.
  • Identifies and advances service delivery improvement initiatives.
  • Develops and reports on service delivery metrics.

Requirements that are important to us:

  • University degree / College diploma in Information Technology, Business Administration and/or Health Administration or equivalent;
  • In depth understanding of software development lifecycle;
  • Five (5) of experience in an IT service management role, or equivalent;
  • Five (5) years of experience with development life cycle, with experience in both waterfall and agile software development methodologies an asset;
  • Three (3) years experience with healthcare information technology initiatives;
  • Well-developed analytical and communication skills to effectively gather information, achieve consensus and deliver quality solutions;
  • Able to build and maintain productive working relationships with internal and external stakeholders and partners;
  • Excellent written communication and oral presentation skills, and able to present technical topics to non-technical audiences;
  • Experience collaborating with cross-functional teams in complex, multi-stakeholder environments;
  • In depth working knowledge of DevOps tools including Azure DevOps, an asset; and
  • In-depth working knowledge of a variety of computer software including Microsoft Office suite (Word, Outlook, Excel, Power Point, and Project).

Benefits we think you’ll like:

  • Fantastic opportunity to grow within the team and throughout the organization
  • Professional development and continuous in-house learning opportunities
  • Fun, friendly and dynamic work environment with a passion for digital health
  • Competitive salary and bonus program
  • Exceptional group benefits package paid by the organization

How to Apply:

Interested candidates are invited to apply online through our careers page. Applications will be considered up until March 22, 2024 at 3:00 pm.

For further information, visit our website at We regret that only those selected for an interview will be contacted.

OntarioMD is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.

We continue to encourage staff to follow the Public Health recommendations and stay up to date with their vaccinations.

OntarioMD has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office. All recruiting activities including interview and new hire onboarding will be conducted remotely. While we are doing our best to ensure reasonable response times, please expect potential delays.

OntarioMD does not solicit personal information such as banking information or passport information over social media sites for employment purposes.


To apply, please visit the following URL: