Superintendent Service Delivery

2 weeks ago

Hamilton, Canada City of Hamilton Full time

**About the City of Hamilton**

**Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason**

**JOB POSTING**

JOB ID #: 19887

**Superintendent Service Delivery**
Public Works
Transit
2200 Upper James St.

NUMBER OF VACANCIES: 2 Full-Time Regular

UNION/NON-UNION: Non Union Mgmt Professional

HOURS Of WORK: 35.00 per week
- GRADE: 6
- SALARY/HOUR: $50.654 - $59.242 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Permanent

Job Description ID #: A13795

**Vaccine Verification - **As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.

**SUMMARY OF DUTIES**

Reporting to the Manager of Transit Operations, provides creative leadership to staff in a multi-functional workforce engaged in delivery of services to the public and internal clients. Promotes a service-oriented culture and focus within the Section. Promotes teamwork and integration within Transit, and with other parties participating in cross-functional and cross-program initiatives.

Accountable to evaluate and report on the Section’s service; financial, administrative and staff performance against internal and external benchmarks. Designs and implements strategies to improve effectiveness and efficiency. Sets above average standards and leads by example.

Supports a 24/7 operation.

**RESPONSIBILITIES**

You will assume accountability and responsibility for Operations programs to ensure service quality, cost effective and timely service delivery and legislative compliance. Monitors the progress of major program initiatives.

The Superintendent of Service Delivery is accountable to the Manager of Operations for ensuring that Operations are consistent with the City of Hamilton mission and vision.

**GENERAL DUTIES (INCLUDING, BUT NOT LIMITED TO)**

Makes recommendations and provides input on operational matters to enhance the customer experience, promote employee engagement and facilitate efficient operations and excellence in service delivery.

Supports the Collective Agreement and fosters positive labor relations

Responsible for hiring, training, disciplining and performance evaluation of Inspector Section staff.

Performance management of reporting employees, absenteeism, disciplinary, performance appraisals (PAD’s).

Responsible for the daily service delivery and the reporting of performance KPI’s.

Supports on street incident resolution and action by providing direction to the on-street Inspector staff.

Supports control room & dispatch functions and provide direction to the in-office Inspector staff.

Supports on street customer support by providing direction to the on-street Inspector staff.

Attend serious incident scenes, or events of prominence in the City, to represent the City and supervise by providing direction and support to onsite staff. Assumes role of incident commander in the event of critical emergency which impacts service, directly or indirectly, if seriousness of situation requires it.

Participates and promotes customer engagement on street.

Maintains on-road assets related to Operations, supervisory vehicles, supplies, laptops, tablets, radios.

Monitors and actions employee performance, including providing coaching, counselling, retraining recommendations, positive reinforcement, customer commendations for the Inspector group, and supports the Superintendent, Operations Administration by providing input and feedback on Operations staff on-road.

Ensures that employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties.

Ensures that all employees perform work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures.

Ensures that appropriate action is recommended for those employees who do not work in compliance with legislation, policies and procedures.

Promotes teamwork and integration within Transit, with other Divisions, Departments and other parties participating in cross-functional and cross-program initiatives.

Develops and empowers staff through delegation of responsibilities and accountabilities th

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