The Workers Compensation Board of Manitoba (WCB) invites firms to submit a Proposal for the following: The supply of one (1) full-time resource to act as the IT Director, Business Relationship Management & Service Delivery for an initial period of twelve (12) months with an irrevocable option to extend up to two (2) additional periods of six (6) months each.
Description of Services
The WCB requires the Contractor to supply a resource (the "IT Director, Business Relationship Management & Service Delivery") on a full-time basis [thirty-six and a quarter (36.25) hours per week] to provide overall leadership and direction in the management and delivery of WCB programs, projects, and services. Key duties and responsibilities for this role include, but are not limited to:
a) Collaborate with the WCB business stakeholders for the purpose of identifying, rationalizing, and prioritizing business investments in IT capabilities, in concert with enterprise architecture;
b) Define, manage, and track the portfolio of projects that require IT capabilities, and ensure the WCB business has visibility into the delivery of IT solutions;
c) Influence business strategy from a technological standpoint, act as a translator between the business and IT, and provide sound advice to WCB business stakeholders to support business decisions;
d) Support key WCB projects and initiatives including IT risk mitigation, ensuring that IT staff have the necessary skills to collaborate and lead in their perspective capabilities, identifying emerging issues and trends, as well as researching products and vendors to the benefit of the WCB;
e) Contribute to the development and execution of the IT strategy, and ensure its alignment with the WCB's business strategy, including the delivery of capabilities required to achieve business success;
f) Develop the strategic goals for the Business Relationship Management & Service Delivery branch and translate them into tactical plans, and provide hands on leadership to ensure attainment of IT goals;
g) Maintain day-to-day oversight and responsibility for the Business Relationship Management & Service Delivery branch functions and operational performance, compliance with applicable laws, corporate policies, and financial controls;
h) Lead the development and articulation of operational plans, goals, and performance objectives for the Business Relationship Management & Service Delivery branch in support of the IT strategic plan, and corporate initiatives;
i) Manage financial, physical, and human assets in a fiscally responsible manner including developing and forecasting annual operating and capital budgets, monitoring and reporting on variances based on projections, and evaluating overall expenditures;
j) Ensure efficiency and effectiveness of day-to-day operations for WCB applications in cooperation with internal stakeholders and external vendors;
k) Recommend and execute capability improvements to address known gaps in IT maturity, increase efficiency, and set a foundation for future modernization;
l) Support the target state IT Operating Model (ITOM) by planning and implementing foundational IT processes based on prioritized IT maturity gaps to better fulfil business expectations and ensure a higher level of IT efficiency within the branch and aligned across the IT division;
m) Enable and support the transition to the target state ITOM, new role definitions, organizational structure changes, communications strategy, and execution within the Business Relationship Management & Service Delivery branch, aligned across the IT division;
n) Monitor and manage the Business Relationship Management & Service Delivery branch capacity utilization and execute resource optimization opportunities to balance "run" vs "grow" needs of the business;
o) Support the design and build of new interaction models between IT and all WCB business units including a formal intake channel to prioritize and align business expectations;
p) Consult and collaborate with the WCB business areas to shape and manage the pipeline of opportunities to assess and anticipate current and future business needs;
q) Implement a robust client engagement practice as part of the transition to the new IT operating model including coaching and facilitating interactions with key stakeholders across IT and the business;
r) Support internal IT capability improvements through coaching, developing, and attracting talent, in alignment with short-term, mid-term, and long-term needs of the WCB;
s) Foster a business-oriented culture and mindset driven by continual service improvement techniques, and support continuous improvement programs and processes to achieve and improve upon desired outcomes;
t) Perform the role of project director/sponsor as required throughout the engagement;
u) Coach and mentor internal IT staff and project delivery teams to execute at expected levels of competency as well as effectively monitor IT performance metrics against value to the enterprise; and
v) Support the Chief Technology Officer on IT operational initiatives in a senior leadership capacity as required throughout the engagement.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
The IT Director, Business Relationship Management & Service Delivery resource must have experience and knowledge with the following:
a) Senior level IT executive (director or above) experience in workers compensation or insurance industry responsible for business relationship management/client engagement, application development, quality assurance, or IT service delivery;
b) Experience in establishing a business relationship management practice with the ability to collaborate with key stakeholders (i.e. business suppliers across core business services, HR, Finance, etc.);
c) Extensive leadership experience in the delivery of complex IT projects/programs including IT risk mitigation, legacy remediation, modernization of core systems, and managing diverse teams in multiple technology disciplines;
d) Experience with setting, measuring, and reporting on IT project delivery success metrics; and
e) Experience in applying an agile, growth mindset and continuous improvement methodology to effectively solve complex business problems and effectively mitigate operational risk.
The IT Director, Business Relationship Management & Service Delivery resource should have experience and knowledge with the following (which may be considered an asset when evaluating):
a) Strategic vendor management experience with managed service providers including governance, delivery, and relationship management; and
b) Experience with PMI methodology and best practices (PMP certification is an asset).
The IT Director, Business Relationship Management & Service Delivery resource should possess the following skills, characteristics, and competencies:
a) Ability to manage competing demands, multiple priorities, and changes in direction seamlessly;
b) Excellent judgment and emotional awareness to lead with calmness and confidence, through complex issues and interactions;
c) Proven ability to coach and develop internal staff for improved performance and career progression; and
d) Excellent communication, consultation, and mediation skills to address complex and sensitive issues.
The Proposal should include an overview of the proposed resource(s) being offered, including profiles of work, which highlight their experience performing similar projects.
The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
It is expected the Services will be required for an initial period of twelve (12) months with a preferred start date of April 22, 2025. The WCB shall have an irrevocable option to further extend the Services on the same terms and conditions and fees for an additional two (2) periods of six (6) months each.
The Proposal should include an overview of the proposed resource(s) being offered, including profiles of work, which highlight their experience performing similar projects. Vendors are also expected to provide the following information for each proposed resource (in additional to the information requested in Schedule "A" section 8.2):
a) Resource's name and identify any subcontractor relationship (i.e. if individual resource is not an employee of the Vendor);
b) Completed skills matrix identifying resource's skills and knowledge;
c) Ability to start on WCB's preferred start date or later date of availability; and
d) Resume of resource.
Final selection of a resource may be subject to an in-person, telephone, or video conference interview by the WCB.
The Services can be provided remotely with a minimum of twenty-five percent (25%) up to fifty percent (50%) of the time required onsite at the WCB's facilities located at 333/363 Broadway in Winnipeg, Manitoba, unless otherwise agreed in writing.
Vendors are strongly encouraged to provide a skills matrix for each resource that is being offered for the IT Director, Business Relationship Management & Service Delivery position. The WCB may use the skills matrix, in addition to the Vendor's general information, and resume of the proposed resource(s), as an additional tool to evaluate the suitability of a resource for the IT Director, Business Relationship Management & Service Delivery position.
Vendors are not permitted to contact any employees, officers, or agents of the WCB for matters regarding this RFP, except in writing to the Agreement Administrator. Failure to adhere to this rule may result in the disqualification of a Vendor and rejection of its Proposal.
