MANAGER BUS TRANSFORMATION & CHANGE MGMT

• Job ID: 53768
• Job Category: Policy, Planning & Research
• Division & Section: Technology Services, Project and Strategy Delivery
• Work Location: METRO HALL, 55 John St, Toronto, M5V 3C6
• Job Type & Duration: Full-time, Permanent Vacancy
• Salary: $122,305.00-$163,639.00
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1 
• Posting Period: 05-MAR-2025 to 19-MAR-2025
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The City of Toronto is the fourth largest city in North America and the fourth largest government in Canada, with a highly diverse and multicultural population. In addition, the City of Toronto has several agencies and corporations including the Toronto Police Service, Toronto Public Library, and the Toronto Transit Commission, which make up the broader municipal organization.

Consistently ranked one of the world’s most livable cities, Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities.

Toronto is a global leader in technology, finance, film, music, culture and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents and businesses.

In its pursuit of modernizing City services through strategic investment, digital transformation, and a culture of innovation, the Technology Services Division collaborates with all City Divisions, agencies, boards and corporations to deliver client centric business solutions and secure, reliable IT infrastructure.

Embarking on a transformative journey, the Technology Services Division is reshaping its culture and service delivery approach, focusing on four key priorities:

1. Build Resilient Foundations: Establish a robust, reliable, and secure technology infrastructure.
2. Deliver User-Centric Solutions: Provide enterprise-grade modern solutions with a focus on user experience.
3. Harness Data Power: Utilize data to drive operational processes and informed decisionmaking Citywide.
4. Empower Stakeholders: Engage and empower stakeholders to foster a culture of agility and innovation.

Role Description

As a Manager, Business Transformation & Change Management within the City of Toronto’s Technology Services Division, you will be at the forefront of driving the City's digital evolution, shaping how technology enhances service delivery for residents and stakeholders.

Reporting to the Director, Enterprise Technology Strategy & Program Management, you will lead critical organizational change management and business process transformation initiatives, ensuring seamless adoption of new technologies and service enhancements. Your leadership will guide the Technology Services Delivery team, clients, and stakeholders through complex organizational transitions, optimizing systems development, deployment, and ongoing technical solutions.
 

With a focus on operational excellence, you will establish and oversee the service delivery quality management framework, ensuring best-in-class standards for communication management, adoption of change, and continuous improvement. Through collaboration with service leaders, you will provide technology implementations with organizational transformation efforts, positioning the City as a leader in digital innovation & adoption.

Specifically, you will provide leadership in the areas of: 

Business Transformation & Change Management

• Supports large-scale projects that incorporate proactive and innovative solutions to address business challenges and achieve divisional goals and objectives. Integrates how the big picture of the initiative comes together from definition through implementation.
• Develops, maintains, implements, and communicates formal business process reengineering and organizational change management standard methods, practices, tools & measurements.
• Manages implementation of technology organizational changes through communications, action plans, education, and training in collaboration with key partners and stakeholders. 
• Measurable KPI’s to demonstrate adoption of the change
• Educates and provides advice on options, requirements, and consequences of implementing new change initiatives.
• Develops and/or implements effective and innovative solutions to meet divisional and client needs in technology-led business transformation and organizational change management.
• Assists in the development, design, and implementation of functional policies and programs that drive major improvements in business performance based on long-term needs.
• Manages the coordination and implementation of technology and organizational change management impacts related to emergency management and business continuity initiatives.

Service Delivery & Quality Management

• Establishes, develops, and implements a organizational change management program, including methodologies, standards, policies, tools, and best practices to ensure continuous improvement.
• Coordinates and manages service quality assurance, ensuring legislative and program delivery requirements are met.
• Researches, defines, recommends, and prioritizes new opportunities, continuous improvement, emerging technologies, tools, resources, methodologies, and strategies to improve overall service delivery.
• Provides a high level of customer service to operating units, supporting program management staff with processes and tools for effective and efficient service delivery.

Operational Excellence & Team Development

• Manages, motivates, and trains unit staff, ensuring effective teamwork, high standards of work quality, organizational performance, and continuous learning.
• Supervises day-to-day operations, including scheduling, assigning, and reviewing work. Authorizes and controls vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments, and recommends disciplinary action when necessary.
• Develops, recommends, and administers the annual budget for the unit, ensuring expenditures remain within approved limits.
• Establishes training, communications, and awareness programs on business transformation initiatives affecting service delivery, business processes, and policy changes.

Strategic Leadership & Collaboration

• Establishes an effective and collaborative working relationship with the Division's senior management team, staff from other City divisions, and external stakeholders.
• Represents Divisional interests and needs at the corporate level, participating in Corporate projects, committees, and consultative or operational groups related to business transformation and organizational change management.
• Develops, coordinates, and manages new and existing Service Level Agreements (SLAs), Project Charters, and other Inter-Divisional Agreements with partner divisions.
• Prepares briefing notes and reports to senior management, the Deputy City Manager, Council, and Committees on change management, quality assurance, and business transformation issues.

Key Qualifications

1. Extensive IT experience in a leadership capacity, gained in a complex technological environment, paired with post-secondary education in Information Technology, Computer Science, Engineering, Information Systems or Project Management/Change Management (or an equivalent combination of education and experience).
2. Experience leading major enterprise-wide transformations in a project leadership capacity; PROSCI, Adkar, PMP, ITIL, Lean Six Sigma and Agile certifications and knowledge of DevOps approaches are strong assets.
3. Considerable experience in business process re-engineering, organizational change and redesign. Formal business process management and change management accreditation is an asset.
4. Considerable experience managing, motivating and coaching staff to support cultural and service transformation and adoption.
5. Extensive stakeholder management experience with demonstrated success.
6. Leadership skills: ability to lead, make bold data-driven decisions, transform and influence, while effectively collaborating with stakeholders at all levels.
7. Resourcefulness, analytical and problem-solving skills, paired with excellent communication skills.
8. Ability to handle multiple competing priorities while working on complex, highly visible projects.

Why You Will Love Working Here:

• We recognize the need for flexibility and offer a hybrid working environment that will provide you with an appropriate work-life balance required to thrive in today’s fast paced world.
• A strong benefits package which includes competitive salaries, vacation and other unique offerings.
• We offer an excellent defined benefit pension plan bringing added value to our overall compensation package through OMERS.
• We support ongoing learning and development and offer educational opportunities with tuition subsidies. 
• Opportunities to join and take an active role with City’s Communities of Inclusions comprised of employees who share a common identity, lived experience and/or set of interest and support each other’s professional development, sense of belonging and promote a culture of inclusion.  
   

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.