Position: Manager, Information Technology (IT) Reports to: Director, Finance & Enterprise Services Location: National Office - Ottawa, ON Direct Reports: 3 (Analysts) Status: Full-time, permanent position
About St. John Ambulance
St. John Ambulance (SJA) is a charitable organization with deep roots in Canada and a proud global heritage. Operating in Canada since 1883, SJA forms part of an international federation of charitable organizations affiliated with the Order of St. John, one of the world’s oldest humanitarian institutions. The Order conducts charitable work in over 40 countries worldwide, united by a shared commitment to serving humanity and improving the health, safety, and quality of life of individuals and communities.
In Canada, the Order of St. John is formally recognized as a national Order within the Canadian Honours System and is administered through the Priory of Canada. The Priory of Canada is a federated organization, bringing together the National Office and independent, incorporated Councils representing St. John Ambulance in each province and territory.
These Councils are the heart of SJA’s operations, responsible for delivering on-the-ground community programs, first aid and CPR training, and volunteer-based health and safety initiatives. While each Council operates independently as a registered charitable entity, all work collaboratively further to shared values, standards, and strategic leadership. Together, this federation embodies a unified mission, to serve communities across Canada with compassion, skill, and integrity.
Across Canada, St. John Ambulance is powered by a passionate network of over 10,000 volunteers, thousands of members of the Order, and approximately 400 employees. Together, they deliver essential training, provide first aid at community events, support disaster response efforts, and contribute countless hours to improving public safety.
The Role
The Manager, IT is the technical lead responsible for the day-to-day reliability, security, and performance of St. John Ambulance’s national technology ecosystem. Reporting to the Director, Finance & Enterprise Services, you will move beyond mere maintenance to ensure our systems - including management systems and data platforms - function as a high-value shared service for our Councils across Canada.
This role is accountable for the execution and operational delivery of national IT services, working under the strategic direction, enterprise standards, and risk framework established by the Director, Finance & Enterprise Services. You will be a "hands-on" leader, managing external vendors and internal infrastructure to ensure that technology is an enabler to our mission. Your goal is to provide a stable, secure, united and modern IT environment that supports both our 400 employees and our national network of 10,000 volunteers.
Key Responsibilities
1. IT Operations & Service Excellence • Manage the National Office’s IT and telecommunications infrastructure, ensuring 24/7 reliability and high performance. • Oversee the delivery of IT support services, ensuring staff and Council stakeholders receive timely, professional, and effective technical assistance. • Monitor the effectiveness of current technologies and recommend upgrades or changes to maximize organizational benefit. • Manage the internal Service Desk, ensuring strong response and resolution times and a strong focus on customer service excellence.
2. Systems Management & National Platforms • Lead the technical administration and maintenance of enterprise-level systems, including the CRM (D365), Volunteer Management System (VMS), Learning Management Systems (LMS), and financial systems (Sparkrock365). • Manage relationships with IT vendors and managed service providers, ensuring they meet contractual obligations and deliver value for the federation. • Coordinate technical projects from planning through to implementation, ensuring delivery on time and within budget.
3. Security, Risk & Data Governance • Implement and maintain national cybersecurity and data privacy controls in alignment with enterprise policies and risk tolerance set by the Director, Finance & Enterprise Services. • Operationalize disaster recovery and business continuity plans, including regular testing and documentation. • Ensure day-to-day IT practices comply with regulatory, legal, and ethical standards, escalating material risks or incidents to the Director, Finance & Enterprise Services as required.
4. Collaborative Shared Services • Work closely with provincial Councils to understand technical needs and ensure national platforms are delivering tangible value. • Support the Director, Finance & Enterprise Services in developing the annual IT operating and capital budgets. • Standardize IT processes across the federation where it reduces duplication or lowers costs for Councils. • Deliver national IT platforms as value-driven shared services, supporting Councils through reliability, service quality, and practical guidance rather than directive control.
Success Markers (12–18 Months) • Achieve measurable improvements in the functionality and capabilities of our core national platforms (D365, VMS, SR365, etc.) • Be viewed by Council leadership as a responsive, helpful, and technically competent partner. • Successfully implement refreshed cybersecurity protocols and staff training. • Reduce technical friction by way of continuous improvement
The Ideal Candidate Credentials & Experience • University or college degree in Information Technology, Computer Science, or a related field. • 5–7+ years of progressive experience in IT management or managing software development, preferably within a multi-entity or non-profit environment. • Relevant certifications (e.g., ITIL, PMP, or cybersecurity designations) are considered strong assets.
Mindset & Capability • Technically deep enough to troubleshoot complex issues but strategic enough to see how systems fit the broader mission. • A natural problem-solver who enjoys helping others and can explain technical concepts to non-technical users. • Comfortable navigating a federated environment where influence and collaboration are more effective and valued than formal authority Leadership Style • Responsive, patient, and highly organized. • Strong vendor management skills with a focus on accountability and partnership. • Motivated by the opportunity to build a modern, resilient IT backbone • Focus on building trust, collaboration, and communication
Assets: • Bilingualism (French/English)
Salary range is commensurate with experience plus comprehensive health benefits, company pension and four weeks of vacation. Overtime and schedule flexibility may be required depending on the work schedule.
SJA welcomes diversity in our organization and qualified applicants of all backgrounds are encouraged to apply.
Our organization follows a hybrid work structure where employees can work remotely or from the office, as needed, based on demands of specific tasks or personal work preferences. This posting is for an existing vacancy. We are actively seeking to fill this permanent, full-time position and an appointment will be made as soon as possible. Applications will be reviewed upon receipt.
Please send applications to info@sja.ca. We thank all candidates for their interest, however, only those selected for an interview will be contacted.
