Manager, Digital Strategy

3 weeks ago

Toronto, Canada Toronto Public Library Full time

Reporting to the Director, Digital Strategy & CIO, the Manager, Digital Strategy & Excellence will
develop and maintain strategies, practices, and trusted partnerships both within the ITS portfolio,
across TPL and the broader sector to enable to delivery of exceptional digital value and
experiences. As an ambassador for the Toronto Public Library’s (TPL) Information & Technology
Services (ITS) Portfolio, the Manager will work with ITS Leadership and manage a team,
representing the portfolio to other stakeholders, helping to ensure operational efficiency, and
contributing toward continuous improvements of ITS operations.

As such, the manager will support the development and implementation of TPL’s Digital Strategy
and will work to advance the maturity and enablement of the organization’s digital capabilities. The
Manager will also be accountable for driving business planning, supporting the operations of the
- portfolio strategies and ensure consistent business processes are adopted and delivered. Finally,
the Manager will lead the Digital Customer Experience Strategy to enable service delivery
excellence and a high customer satisfaction rate.

This role calls for a balance of leadership, management and influence skills. Through all
interactions across the portfolio, the Manager will ensure a focus on quality, will explore
matter expert, this person will be accountable for delivering high-quality strategic advice, thought
leadership and creating a culture of service excellence.

**DUTIES**:
**Digital Strategy:
Lead the development and implementation of the Digital Strategy including but not limited
to on-going governance, schedule and financial management, procurement, reporting,
communications and change management.

Works with communications and marketing to ensure publication, promotion and on-going
communications of strategic direction and enables the socialization to relevant
stakeholders and teams

Identifies and nurtures strategic partnerships to support and advance TPL’s Digital Strategy
Leads key cross-portfolio initiatives identified in the digital strategy as the accountability of

the Office of the Chief Information Officer
Ensures annual IT capability maturity assessments are conducted and continuous

improvement initiatives are successfully executed that increase the maturity of IT
capabilities.

Reports on progress of digital strategic action plan, outcomes and benefits realization
Facilitates the development and adherence to a digital customer experience strategy that

aligns with TPL’s customer experience strategy
Directs the development and implementation of a digital enablement program that

includes learning and development, knowledge management, and change management
practices.

**Operations & Service Excellence:
Drives operational and service excellence within ITS through establishing and managing
critical planning, performance, and business management processes in alignment with the
corporate rhythm of the business.

Leads portfolio operational planning including but not limited to development and
reporting on annual operating plans

Supports coordination and collaboration of the ITS leadership team to ensure effective
operations of the portfolio as a whole

Establishes and manages effective working relationships throughout the portfolio either to
collaborate on delivery of key activities or to solicit support and buy-in for the
project/programs

Oversees portfolio-level financial management activities including but not limited to budget
development and reporting, procurement and asset management support

Directs development and update cycle of enterprise ITS policies and communication of
policies and services to internal and external stakeholders to ensure compliance.

Provides employee engagement leadership guidance, and facilitates and manages division
- level processes to ensure high levels of employee engagement while building and
maintaining a strong performance culture. Activities may include portfolio communications,
town hall coordination, health and safety adherence and defining and executing employee
engagement initiatives.

Supports relationships with the Union and divisional compliance with the collective
agreement across the division

Leads performance measurement approach for portfolio and ensures maintenance of a
divisional scorecard with regular reporting targets

Identifies and oversees Continuous Improvement Initiatives (CI’s) from conception to close.
Deals with confidential and sensitive matters affecting Library staff, operations, assets and

resources

**People Leadership**

Hires new staff, transfers, promotes, approves wage increases and conducts performance

evaluations***
Disciplines, terminates, participates in grievance procedures and administers collective

agreements as required***
Ensures training and development of staff to optimize quality of work and service delivery***
Ensures appropriate staffing levels are maintained (approving/rejecti

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