Director, IT Service Support & Business Applications

We are currently recruiting for a full-time Director, IT Service Support & Business Applications to support our Information Technology Services team.

This role can be based out of either our Toronto or Burlington office and operates under a hybrid work model, with three days in the office and two days working remotely each week.

Position Overview

The Director, IT Service Support & Business Applications provides strategic and operational leadership for service desk and enterprise application support across multiple technology platforms.

The role builds a high-performing, customer-focused support organization that delivers responsive, reliable, and business-oriented services. The successful candidate will bring strong ITSM expertise, practical knowledge of ERP, Finance, and Procure-to-Pay (P2P) processes, and a disciplined approach to continuous improvement.

Working closely with Business Solution Directors, business stakeholders, vendors, and support teams, this leader improves service performance, strengthens application and process knowledge, and drives root-cause resolution of recurring issues.

Key Responsibilities

• Lead service desk and application support teams across multiple technology platforms.
• Establish accountability, service discipline, and a customer-first culture.
• Drive SLA performance, ticket responsiveness, escalation management, and service quality.
• Identify recurring incidents and systemic issues and lead root-cause analysis efforts.
• Develop and implement SOPs, support processes, knowledge articles, and operational standards.
• Build strong ERP, Finance, and Procure-to-Pay process knowledge across the support team.
• Partner with Business Solution Directors to improve application support effectiveness.
• Manage third-party vendors and ensure contractual service commitments are met.
• Develop service metrics, dashboards, and reporting to drive continuous improvement.
• Coach, develop, and mentor support staff while fostering a culture of accountability and excellence.

Qualifications and Skills

Education, Training, and Experience

• Strategic and operational leadership with the initiative and discipline to translate service gaps into measurable, sustainable improvements.
• Strong knowledge of ITIL/ITSM practices, including Incident, Problem, Change, Request, Escalation, and Knowledge Management.
• Practical understanding of enterprise applications and end-to-end ERP, Finance, and Procure-to-Pay processes.
• Proven ability to improve SLA performance, ticket responsiveness, escalation outcomes, service quality, and customer satisfaction.
• Strong root-cause analysis, problem-solving, data interpretation, prioritization, and operational decision-making skills.
• Firm, fair, and customer-oriented leadership style with the ability to build accountability while maintaining trusted relationships.
• Excellent written and verbal communication, stakeholder management, vendor management, coaching, and team-development capabilities.

Mandatory

• Post-secondary degree in Information Technology, Computer Science, Business Administration, or a related discipline, or an equivalent combination of education and experience.
• Minimum of eight (8) years of progressive leadership experience in IT Service Management, service desk operations, or enterprise application support.
• Minimum of five (5) years of people leadership experience.
• Demonstrated experience supporting ERP platforms and Finance and Procure-to-Pay business processes.
• Demonstrated experience managing third-party vendors, service commitments, and executive-level escalations.

Preferred

• ITIL certification and experience applying ITSM practices in a complex, multi-platform enterprise environment.
• Experience with service management platforms such as Service Now, operational dashboards, knowledge management, and service-improvement programs.
• Experience supporting shared-service, or other highly collaborative environments.
• Experience working in Microsoft Dynamic/Business Central and SAP environments

Travel

• Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

MMC is a Healthcare of Ontario Pension Plan (HOOPP) employer offering a comprehensive benefits package and flexible remote work options. The targeted hiring range of this role is $147,863 -$173,299 dependent on experience. This job posting is for an existing vacancy.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

About MMC: Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital logistics, warehousing, technology, procure-to-pay and accounts payable.

With an emerging focus on sustainability and reconciliation with Indigenous Peoples, MMC is actively supporting the creation of a resilient value chain that incorporates environmental, social and governance best practices. Based in Burlington, ON, the organization also has offices in Toronto, Oakville, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. Learn more: