Program Lead, Service Experience

3 months ago

Edmonton, Canada City of Edmonton Full time

**Job Number**:50823**

The Department Strategy and Project Management Center of Excellence play a vital role in contributing to the City of Edmonton's strategic vision for the Integrated Infrastructure Services department. We are a dynamic team of innovators and collaborators, dedicated to aligning departmental and corporate goals, optimizing business processes, and using data-driven insights to fuel continuous improvement. Our work directly impacts the Department’s execution of capital construction projects, ensuring it consistently meets the highest standards of excellence. By joining our team, you will play a pivotal role in shaping the future of our city and delivering exceptional results that benefit our community.

Reporting to the Supervisor, Project Management Centre of Excellence, as the Service Experience and Improvement Program Lead, you will assist the Department to anticipate and plan for the future of the City of Edmonton, in collaboration with the Corporate Service Innovation and Performance (SIP) Branch, while balancing the needs of stakeholders and the public with the realities of our fiscal situation and timelines. You will plan, organize, lead, control and implement the work of the following primary functions in the Department.

**What will you do?**

**Strategy Alignment and Implementation**:

- Lead project discovery, detailed scoping, analysis, improvements and implementation within the department to advance service design initiatives in the department and achieve the City’s goals
- Oversee the development of project plans, negotiate resources, and plan project activities and timelines

**Service Improvement Activities**:

- Lead the design, implementation and continuous improvement of unit level processes and practices related to customer experience and continuous improvement
- Evaluate and report on effectiveness of improvements

**Leadership**:

- Lead and supervise a diverse team of internal and external resources in delivering improvement projects
- Maintain, develop and promote effective relationships and communication with internal and external stakeholders to support the goals of the Department

**Qualifications**:

- Bachelor's Degree or Diploma in Business Administration, Economics, Public Administration, Information Systems, Computing Science or a related discipline
- A minimum of seven(7) years progressively responsible experience in a leadership role within a large, complex organization
- Demonstrated experience creating environments that provide and enable data driven leadership
- Demonstrated experience leading and managing change, building organizational talent, and empowering resources to achieve outcomes
- Experience managing multi-disciplinary teams accountable for large, politically sensitive and complex projects and processes, in a fully integrated system

**Skills required for success**:

- Demonstrated leadership and team building skills
- Expert knowledge and skills in managing complex information and processes
- Ability to stay abreast of emerging technologies and best practices
- Project management skills with demonstrated ability to establish, direct and motivate staff to deliver work in a timely manner
- Experience developing and implementing complex plans and processes across diverse line of business
- Strong verbal communication and interpersonal skills, with an ability to interact well with a diverse group of leaders, colleagues, staff and citizens
- Strong written communication, presentation, and report writing skills
- Demonstrated ability and willingness to develop strong relationships and work in a collaborative, integrated manner
- Human Resources including recruitment, coaching, performance development and management, and conflict resolution
- Experience managing and working with external contractors
- Ability and willingness to delegate and empower others
- Embracing a culture of equity, diversity, reconciliation and inclusion

**Work Environment**:

- This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
- The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

**_ Up to 1 permanent full-time position_**

**Hours of Work**: 33.75 hours per week

**Salary Range**:$47.896 - $ 68.423 Hourly $84,380 - $120,544 Annually

**Talent Acquisition Consultant**:AO / MM

**Classification Title**: General Professional 3

**Posting Date**: Oct 15, 2024

**Closing Date**: Oct 29, 2024 11:59:00 PM (MST)

**Number of Openings (up to)**: 1 - Permanent Full-time

**Union**: CSU 52

**Department**: DCMO - Integrated Infrastructure Services

**Work Location(s)**: 12th Floor Edmonton Tower, 10111 104 Avenue E

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