Associate Director, Service Platforms
5 days ago
**Requisition ID**:43019
**Organization**
Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.
Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.
The Digital Service Delivery team enables great service experiences for City of Vancouver’s customers and staff, helping them achieve their desired outcomes effectively and efficiently. We leverage human-centred, data-driven, service-oriented tools, methods & mindsets to make sure we solve the right problem and solve it the right way.
**Main Purpose and Function**
The Associate Director provides senior level technical and strategic leadership and guidance in the planning and development of 311 call center, service desk, PMO and related departments’ technology and solutions. They are responsible for managing technical projects of significant size from planning, design, execution, implementation, and evolution, including managing project budgets, managing stakeholder and departmental interactions, liaising with vendors, and managing project timelines across multiple years.
The role contributes to departmental planning activities, making recommendations for changes in methods, technologies, processes and procedures that may impact financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels.
**Specific Duties & Responsibilities**
- Provides leadership and guidance to staff, contractors, and vendors to ensure successful delivery of the Annual Technology Plan as well as operational targets. Guides people and product managers and team supervisors in the analysis and resolution of complex problems including analyzing the risk and impact of technology solutions and changes on individual business units and customers/users.
- Finds opportunities to enable business units around the organization to improve their outcomes and customer/employee experience by leveraging and extending enterprise technology and platforms.
- Identifies and measures key customer service KPIs and metrics to develop strategic objectives to improve service delivery and create effectiveness and efficiency.
- Provides guidance, structure, and strategic thought leadership to support successful implementation of strategic and operational initiatives and actively partners with City Departments and other internal stakeholder groups to understand their vision, business direction and assess opportunities and risks.
- Leads platform and capability delivery, defining platform and product roadmaps, risks, resources, roles and responsibilities, work breakdown structure, milestones, and deliverables, working collaboratively with Technology Program Managers as required.
- Establishes and fosters positive departmental relationships between partner departments and Technology Services and supports the management of Service Level Agreements and Operating Agreements with departmental contacts.
- Represents Technology Services Dept. at senior management levels across organization to ensure cohesion as the Technology Services team evolves its processes and procedures.
- Actively collaborates with business leaders to better understand business drivers, user needs, challenges and strategy and how to positively influence these to improve outcomes for end users through the execution of business and user requirement reviews, process reengineering, solutions implementation, validation, and change management activities.
- Provides leadership to staff including hiring, assigning responsibilities, evaluating performance, coaching, career development, succession planning, mentoring, training and development, providing feedback and discipline up to and including termination.
- Responsible for digital and technology platforms and/or products that support critical business service delivery (e.g. 311 call centre and Service Desk operations and process enhancements, enabling digital service delivery for business units across the organization). Ensures secure and effective design implementation and maintenance of platforms / products to support business continuity.
- Oversees software support contractual relationships with vendors, and manages related procurement processes such as licence management, annual maintenance, renewal, demise, and expansions.
- Accesses highly sensitive, strategic, and business information (e.g., business strategy, vendor pricing, etc.) and uses
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