Job ID: 38323
Job Category: Customer Service
Division & Section: Parks, Forestry & Recreation, PFR Bus & Technology Transformation
Work Location: CITY HALL, 100 Queen St. West
Job Type & Duration: Full-time, 1 Temporary Vacancy (24 months)
Salary: $122,000.00-$158,105.00, TM7078 and wage grade 8.0
Shift Information: June 15, 2023 to June 30, 2025 Monday to Friday, 35 hours per week
Number of Positions Open: 1
Posting Period: 29-MAY 2023 to 12-JUN-2023
The City of Toronto is seeking a cloud system implementation expert and motivated people leader to join our team as a Manager, Client Services (Implementation Manager). In this role, you will be responsible for developing and implementing detailed plans and schedules relating to system and technology requirements for our Registration and Booking Transformation Project. The role requires effective communication skills to manage a team of technical City staff, vendor interactions, and relationships with key stakeholders.
- Coordinates and organizes technical implementation, vendor management, and communication relating to the Registration and Booking Transformation Project. Provides oversight by ensuring procedures are in compliance with City Policies and in alignment across teams. Recommends automation, organizational and operational changes to increase the quality of service delivery.
- Interacts with all levels of the City and Members of Council, responding to questions/escalations on specific programs, policy and procedural questions relating to the Registration and Booking Transformation Project’s implementation.
- Develops and implements detailed plans and recommends policies relating to system and technology requirements for the Registration and Booking System.
- Responds to escalations/issues and monitors operational progress outside of the regular business hours (evenings and weekends).
- Manages and motivates the unit’s staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Develops, recommends and administers the annual budget for the unit, and ensures that the unit’s expenditures are controlled and maintained within approved budget limitations.
- Manages, develops and streamlines all training components/modules related to operational business processes, customer service skills, divisional and technical assistance for all operational staff.
- Manages staff in all aspects of their duties by providing advice, support and guidance relating to project management, technology implementation, customer service, and vendor management.
- Develops performance measurement standards and best practices and tracks performance by using established project management controls; works closely with Project Manager, ensuring project tracking and performance is up to date.
- Analyzes statistics and data to identify trends and staffing requirements in order to provide sound strategic planning and to forecast future trends, ensuring that the Registration and Booking System meets the needs of the community, division, and council.
- Works with Technology Services Division staff and consultants to provide subject matter expertise to ensure optimum system efficiency.
- Ensures the establishment and achievement of operational goals and objectives to align with the City of Toronto’s strategic directions, initiatives and growth plans.
- Provides strategic direction on the future of the service as it pertains to the division and across the corporation.
- Leads meetings with project stakeholders, including divisional staff, council, and partnering agencies; provides resolution to issues and updates to project status.
- Represents the division in cross-divisional initiatives and collaborates effectively with external service partners as required.
- Develops and refines emergency policies and procedures to support timely implementations of the Registration and Booking System; coordinates program activities in partnership with other divisions also executing emergency measures and supports ongoing business continuity activities.
- Ensures compliance with all provisions of collective agreements and divisional regulations.
- Develops and maintains industry specific knowledge of best practices, technologies and emerging issues and trends.
- Post-secondary education in a relevant discipline (Computer Sciences, Business Administration, Project Management, etc) or the approved equivalent combination of education and relevant management experience.
- Extensive experience in the delivery of large-scale systems in a cloud-based environment.
- Considerable experience managing complex, highly visible, IT projects including software development, infrastructure, and system integration,
- Proficient in both Agile and Waterfall methodologies; PMP is an asset.
- Considerable experience managing budgets and allocating resources.
- Ability to analyze and identify appropriate business solutions to meet operational needs.
- Exceptional stakeholder management and relationship building skills, with the ability to form positive working relationships with all levels of the organization and to forge solid internal and external relationships.
- Political Acuity and the ability to work effectively with City Council.
- Excellent verbal and written communication including report writing skills, experience writing reports for council is an asset.
- Ability to manage complex projects with minimal direction, while balancing divisional, corporate, client and other stakeholder interests.
- Knowledge of relevant government legislation and regulation in the areas of statutory compliance in the City Clerk’s Office, municipal governance, budgeting, financial reporting, service delivery, employee and labour relations and occupational health and safety.
This is an exciting opportunity to have a deep and profound impact on a City wide, public facing, and process transforming initiative. While this role may not be the conventional next step based on your current position, we invite you to explore the extraordinary possibilities it holds. We believe in the transformative impact of diverse perspectives and backgrounds, and understand that a variety of different types of experience can lead to success in this role. If you think your experience would be an asset to the project, and have a desire to make a significant impact for the residents of the City of Toronto, then we encourage you to apply to have an opportunity to contribute to the success of our Registration and Booking Transformation Project.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.