MANAGER BUSINESS TRANSFORMATION & SUSTAINMENT

Job ID: 60767
Job Category: Customer Service
Division & Section: Customer Experience, Channel Experience & Innovation
Work Location: Metro Hall, 55 John Street, Toronto, ON, M5V 3C6
Job Type & Duration: Temporary, Full-time (12 month) Vacancy.
Salary Range: $123,833.00 - $170,184.00, TM1950, Wage Grade 8.0

Ideal Hiring Zone: $139,659.00 - $151,419.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 20-Feb-2026 to 06-Mar-2026.

To manage teams, work assignments and provide day to day direction on key deliverables within the division. To provide project direction and execution, process re-engineering and operational support and drive delivery excellence.
 

Major Responsibilities:

Develops and implements detailed plans and recommends policies regarding program specific requirements.
Manages, motivates and trains the unit’s staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of 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, and ensures that the unit’s expenditures are controlled and maintained within approved budget limitations.
Leads a multi-disciplinary team of professionals, managing development, performance, providing mentoring and setting the tone for an engaging culture.
Works collaboratively with the Division’s leadership team and other managers to assign team members to mission teams and monitor progress and outcomes.
Sets standards and monitor progress for effective project management and execution working closely with Technology Services Division such as project balancing project controls, reporting and governance with agile methods of working that prioritizes progress, adaptability and empowers diverse mission teams. 
Sets standards and frameworks for requirements gathering approaches including use cases, epics and user stories.  Supports requirements sign off and procurement process as required.
Proactively identifies and leads ongoing sustainment and continuous improvement initiatives within the Division to support operational stability and excellence
Incorporates and leads the business process re-engineering practices within the Division as part of project discovery and design phases including process mapping, value stream mapping, data analytics, business cases & costing and establishment of Key Performance Indicators and Objectives & Key Results. Develops analytical frameworks and recommendations for senior management.
Develops and manages the capital budget for the team, in-house technology and vendors including forecasting and quarterly variance reporting with recommendations to senior management. Provides senior management with regular project reporting and lead prioritization exercises for business cycles.
Supports various team within the Division with technology deployment and testing activities including telephony sustainment.
Manages team resources utilization, reallocate resources, when necessary, across multiple projects.
Manages the planning and scheduling of work and ensures the timely completion of quality deliverables. Actively review and assess work methods, equipment and software requirements to ensure that the most effective and efficient practices are employed.

Key Qualifications:

Extensive experience leading business transformation projects/activities with agile methodologies and through project lifecycle phases (discovery, design & development).
Post-secondary degree in a related business or technology discipline or equivalent experience leading business transformation initiatives.
Project Management Professional (PMP), Lean Six Sigma or Agile designation or certifications would be an asset.
Considerable change management experience combined with strong communications, presentation, relationship, analytical reasoning and negotiation skills.
Considerable experience leading cross-functional teams including mentoring and coaching team members.
Considerable experience leading multi-disciplinary teams /contractors and coaching staff, as well as assess work outcomes, quality and measure KPI’s.
Extensive experience in the effective delivery of project management assignments involving multiple stakeholders, with minimal direction, while balancing stakeholder interests.
Considerable experience in managing and leading process improvement projects, organizational structure design, business process reviews and strategic plans from concept to implementation focusing on streamlining organizations, processes and costs.
Considerable experience and proficiency with City standard desktop software applications (e.g.: Excel, MS Access, MS Word, PowerPoint, MS Project, etc.) and Project methodology tools).
Understanding of Contact Centre operations including data analytics and industry best practices.

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.

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