Manager, Service Delivery

5 days ago

Caledon, Canada The Town of Caledon Full time

**Description**:
**The Opportunity**

As a member of the Corporate Leadership Team and reporting directly to the Director, Customer Service & Communications, this role is responsible for providing leadership to advance service delivery throughout the organization. The Manager of Service Delivery will play a leading role in the development and facilitation of the corporate Service Excellence standards as well as overseeing the operation of the Customer Service divisions in Service Caledon and Community Services facilities. The Manager will work with departments to identify opportunities to ensure service excellence at the Town of Caledon as well as identify opportunities to streamline service delivery for first contact resolution whenever possible. The Manager, Service Delivery will demonstrate an understanding of the role of municipal and regional government as well as the changing needs of the community. In this role, you will perform the following duties, including but not limited to:

- Develop and execute a corporate customer service strategy for the organization based on the Service Excellence Strategy.
- Develop, implement, and manage quality customer service methodology by developing KPIs that reflect the Service Excellence Guidelines for all front-line service teams.
- Work with departments to define existing processes and define new processes and procedures to ensure they designed with a service lens that is client focused. Develop strategies for service improvement including corporate training initiatives for technical and interpersonal skills using appropriate training options
- Oversee the Customer service supervisors (Service Caledon and Recreation) who support the daily customer service operations of front-line service delivery in the department.
- Manage staff assigned to perform work and activities including technical direction, training recommendations, coaching and mentoring as well as provide input to the career development of assigned staff.

This position offers a salary range of $103,193.01- $126,464.06 plus a competitive benefit package.

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