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 three (3) months each to provide interim senior leadership of all branch functions.
Description of Services
The WCB requires the Contractor to supply a resource (the "IT Director, Business Relationship Management & Delivery Services") on a full-time basis [thirty-six and a quarter (36.25) hours per week] to act in an interim leadership role reporting to the VP & Chief Technology Officer until a permanent position is in place. Key responsibilities will include, but not be limited to, the following:
a) Provide overall leadership and direction in the management and delivery of WCB programs, projects, and services;
b) Collaborate with the business as a partner for the purpose of identifying, rationalizing, and prioritizing business investments in IT capabilities, in concert with enterprise architecture;
c) Define and manage the portfolio of projects that require IT capabilities; and to ensure the business has visibility into the delivery of IT solutions;
d) Influence strategy from a technological standpoint, to act as a translator for the business to IT, and to provide sound advice to WCB business partners to support business decisions;
e) Support key WCB programs including the Digital Modernization Project, ensuring that IT staff have the necessary skills to partner and lead in their perspective capabilities, identifying emerging issues and trends, researching products and vendors to the benefit of the WCB;
f) 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;
g) Develop the strategic goals for business relationship management and service delivery branch and translate them into tactical plans, and provide hands on leadership to ensure attainment of IT goals;
h) Maintain day to day oversight and responsibility for business relationship management and service delivery functions and operational performance, compliance with legislative requirements, corporate policy, and financial controls;
i) Lead the development and articulation of operational plans, goals and objectives for business relationship management and service delivery branch in support of the IT strategic plan, and corporate initiatives;
j) 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;
k) Ensure efficiency and effectiveness of day-to-day operations for WCB applications in cooperation with internal stakeholders and external vendor partners;
l) Recommend and execute capability improvements to address known gaps in IT maturity, increase efficiency, and set a foundation for the WCB's Digital Modernization Project;
m) Support the IT operating model 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;
n) Collaborate and support the transition to the target state IT operating model, new role definitions, organizational structure changes, communications strategy and execution;
o) Monitor branch capacity utilization and execute resource optimization opportunities to balance "run" vs "grow" needs of the business;
p) Support the design and build of new interaction models between IT, business units, and corporate services, including a formal intake channel to prioritize and align business expectations;
q) Consult and collaborate with the business to shape and manage the pipeline of opportunities and assess and anticipate current and future business needs;
r) 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;
s) 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;
t) Develop options and recommend improvement opportunities to increase elasticity of the IT workforce through an ecosystem of partners/external service providers;
u) Foster a business-oriented culture and mind-set driven by continual service improvement techniques, and support continuous improvement programs and processes to achieve and improve upon desired outcomes;
v) Perform the role of program director/sponsor as required throughout the engagement;
w) 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
x) Support the VP & Chief Technology Officer on IT operational initiatives in a senior leadership capacity, as required throughout the engagement.
The WCB requires the Contractor to supply the IT Director, Business Relationship Management & Service Delivery on a full-time basis [thirty-six and a quarter (36.25) hours per week].
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 must have excellent judgment and emotional awareness to lead with calmness and confidence, through complex issues and interactions, and 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 & maintenance, quality assurance and IT service delivery;
b) Experience in client relationship management and guiding customers in setting and meeting goals;
c) Ability to partner with key stakeholders i.e. business partners across core business services, HR, finance, etc.;
d) Senior IT leadership experience in the delivery of complex projects/programs including digital modernization of core systems of record and managing diverse teams in multiple technology disciplines;
e) Experience with setting, measuring, and reporting on program success metrics;
f) Experience in applying a process improvement mind-set and methodology to effectively solve complex business problems and effectively mitigate operational risk; and
g) Proven ability to coach and develop internal staff for improved performance and career progression;
The Contractor 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, RFx processes, and supplier negotiations;
b) Experience with PMI methodology and best practices (Project Management Professional (PMP®) certification is an asset);
c) Ability to manage competing demands, multiple priorities, and changes in direction seamlessly; and
d) Excellent communication, consultation, and mediation skills to address complex and sensitive issues.
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 Proposal should include an overview of the proposed resource(s) being offered, including profiles of work which highlight their experience performing similar engagements, roles and projects. Vendors are expected to provide the following for each proposed resource:
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 shall be provided onsite at the WCB's facilities located at 333/363 Broadway in Winnipeg, Manitoba at least fifty percent (50%) of the time, unless otherwise agreed in writing. Working remotely for more than fifty percent (50%) of the time may be permitted, but only as pre-approved in writing by the WCB.
It is expected the Services will be required for an initial period of twelve (12) months with a preferred start date of October 10, 2023. The WCB shall have an irrevocable option to further extend the Services on the same terms and conditions and fees for two (2) additional periods of up to three (3) months each.
