Job Title: Privacy Operations Manager

Location: Toronto, Ontario, Canada — Remote

Client Preferrances to someone who are local to Ontario

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We're seeking a Privacy Operations Manager to run day-to-day privacy operations for a healthcare-sector client engagement — managing the privacy service desk, PHI access/correction request handling, consent operations, and incident intake/containment, while supervising a distributed team of privacy analysts.

Day-to-Day Responsibilities:

- Run day-to-day privacy operations, managing the service desk intake queue, triage, prioritization, and SLA turnaround
- Manage end-to-end handling of PHI access and correction requests — identity verification, record retrieval, redaction review, response letters, statutory PHIPA timeline tracking
- Administer consent operations, including consent directives, withdrawal/reinstatement, override handling, and escalation/documentation to the accountable privacy executive
- Operate privacy incident and breach process at intake/containment stage, maintaining the incident register and escalating notifiable events within contractual timeframes
- Own privacy logging operations — configuration, integrity, retention, and proactive/reactive review of access and audit logs
- Deliver scheduled and ad hoc privacy audit/compliance reporting covering request volumes, aging, incident trends, override rates, and remediation status
- Maintain privacy operational runbooks, SOPs, and templates, keeping them aligned to PHIPA, FIPPA, and client policy updates
- Supervise, coach, and quality-assure a distributed team of privacy analysts and service desk agents — workload allocation, capacity planning, performance management
- Partner with security operations, service management, and application support to resolve cross-functional privacy issues and embed privacy controls into ITSM workflows
- Support internal audits, client assurance reviews, and regulator requests by assembling evidence packages and case files




- Advise stakeholders on operational privacy risk, process gaps, and control improvements
- Drive continuous improvement — automation, tooling enhancements, metric definition, backlog reduction

Required Qualifications:

- 5+ years in privacy operations, information governance, or compliance, with strong focus on regulated environments (healthcare, public sector, consulting)
- 4+ years hands-on service desk/privacy operations experience at scale
- 4+ years processing access and correction requests, including identity verification, redaction, statutory response timelines
- 3+ years administering consent management, including override handling and documentation
- 3+ years in privacy incident and breach handling — intake, containment, case documentation, escalation
- 3+ years with access/audit logging — log review, anomaly investigation, evidence preservation
- 3+ years producing audit, compliance, and operational reporting for internal and client stakeholders
- 3+ years working knowledge of PHIPA, FIPPA, and PIPEDA in an operational setting
- 2+ years supervising/mentoring analysts or service desk agents
- 2+ years in consulting or client-facing roles
- Working knowledge of ITSM platforms (ServiceNow, Jira Service Management) and case management/log analysis tooling
- Privacy certification: CIPP/C, CIPM, or equivalent (or active progress toward)
- Eligibility for background screening and security clearance for client setting access
- Bachelor's degree in Health Informatics, Information Management, Business, Engineering, Technology, Information Systems, or related field

Nice to Have:

- Consulting/client-facing experience within Canadian public healthcare sector
- Experience supporting health information custodians, prescribed entities, or HINPs
- Familiarity with provincial digital health assets, consent directive models, ONE ID
- Exposure to privacy audit tooling or automated access-monitoring solutions
- Additional certifications: CIPT, CISM, CISA, CHPC, ITIL, Lean Six Sigma
- Bilingual proficiency in English and French

📌 Privacy Operations Manager (Toronto)
🏢 Vivid soft Global
📍 Toronto