Transformation Program Manager

4 weeks ago

Old Toronto, Ontario, Canada City of Toronto Full time
About the Role

The City of Toronto is seeking a highly experienced and visionary Project Director to lead a high-profile transformation program that enhances service delivery and improves employee experience across the organization.

This is a unique opportunity to lead a complex transformation initiative that will modernize and streamline operations, resulting in faster response times, improved service accuracy, higher employee satisfaction, and measurable gains in cost savings and resource optimization.

Key Responsibilities
  • Provide strategic direction and leadership for the evolution, integration, implementation, and service delivery of new technology and enhanced services for the City's Employee Service Centre.
  • Lead the development, implementation, and execution of a multi-year project plan that includes major technological upgrades, such as an enterprise CRM system, new telephony platform, and self-serve options.
  • Conduct a comprehensive review of the Employee Service Centre's people, processes, and technology to develop a future state operating model and drive City-wide improvements in service delivery.
  • Collaborate with stakeholders to establish strong partnerships and deploy engagement strategies that meet the diverse needs of the organization.
  • Provide program management staff with direction, guidance, processes, and tools to increase efficiencies and improve effectiveness.
  • Lead, train, and motivate a diverse workforce to ensure effective teamwork, resolve issues, and maintain high standards of work quality and organizational performance.
  • Develop, recommend, and administer the annual budget, ensuring expenditures are controlled within approved limitations.
  • Establish service level agreements to ensure solution delivery, quality, and performance standards are met.
Requirements
  • Extensive senior-level experience in managing complex, high-profile projects with multiple stakeholders.
  • Proven track record in implementing critical technological infrastructure at an enterprise level.
  • Demonstrated experience in leading transformation initiatives that encompass people, processes, and technology within a large public or private sector organization.
  • Expertise in customer experience design, operations, tools, and modernization.
  • Considerable experience managing and motivating project teams.
  • Experience in managing budgets and financial resources.
  • Post-secondary education in the relevant field, such as Business Administration, Human Resources, and project management.
  • Strong ability to engage and influence executives, sponsors, and senior management.
  • Strong analytical and problem-solving skills.
  • Excellent communication and negotiation skills.
  • Strong facilitation skills.
  • Political acumen and the ability to navigate complex political and executive landscapes.
  • Sound judgement with an ability to work on confidential and sensitive matters.
  • Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation, and the Ontario Human Rights Code.
What We Offer
  • A strong benefits package, including competitive salaries, vacation, and other unique offerings.
  • An excellent defined benefit pension plan.
  • Ongoing learning and development opportunities with tuition subsidies.
  • Opportunities to join and take an active role with the City's Communities of Inclusion.

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