MANAGER ESD MANAGEMENT SERVICES (Enterprise Solution Delivery)

• Job ID: 58194
• Job Category: Information & Technology
• Division & Section: Technology Services, Enterprise Strategy & Project Delivery
• Work Location: Metro Hall, 55 John St. Toronto, ON, M5V 3C6 
• Job Type & Duration: Full-time, Temporary Vacancy 18 Months
• Salary: $123,833.00-$170,184.00
• Shift Information: Monday to Friday, 35 hours per week 
• Affiliation: Non-Union
• Number of Positions Open: 1 
• Posting Period: 09-JUL-2025 to 23-JUL-2025

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 decision-making Citywide.
4. Empower Stakeholders: Engage and empower stakeholders to foster a culture of agility and innovation.

Bring your system development and sustainment methodology experience to the City of Toronto IT Division as Manager, ESD Management Services.

Reporting to the Director, Technology Strategy & Program Management, you will provide management support, coordination and advice to the Enterprise Solution Delivery (ESD) team on work plans and priorities, customer service improvement, financial controls and compliance, service-based operating and capital budgets, management reporting, performance management and metrics, business process improvements, and project planning and development.

You will liaise between ESD managers, other IT sections, client divisions, and corporate partners (Financial Planning, Payroll, and Human Resources) in the areas of technology application planning, development, sustainment, issue management, and service management.

The successful candidate will provide leadership in the areas of:

1. Planning, Budgeting & Financial Management

• Provide comprehensive support on operational planning, capital and operating budgets, and financial management for the ESD Section, including financial controls, compliance, and collaboration with corporate partners.
• Manage the ESD Section's multi-year operating and capital budgets, and establish systems, processes, and services for resource control, decision-making, and financial reporting.
• Prepare RFPs and RFQs for ESD projects and coordinate closely with vendor contract management to ensure alignment with procurement processes and performance expectations and participate in IT procurement activities.

2. Performance, Reporting & Service Quality

• Develop and manage reports and dashboards on ESD performance measures (customer service standards, SLAs, project delivery).
• Monitor and evaluate the efficiency and effectiveness of ESD service delivery and ensure compliance with SLAs.
• Track implementation of the ESD work plan, objectives, and service delivery to ensure alignment with IT business plans.
• Ensure delivery quality through quality assurance, disaster recovery planning, infrastructure reliability, and incident management.
• Contribute to continuous improvement through performance analysis and implementation of sound management practices.
• Ensure timely responses to Auditor General's reports on enterprise system planning, governance, and performance.
• Lead and support special projects with cross-divisional impact, applying strong project management methodologies to ensure successful planning, execution, and delivery.

3. People Leadership & Organizational Development

• Lead, manage, and supervise ESD staff by coordinating daily operations, motivating performance, overseeing training and professional development, and managing labour relations matters.
• Provide leadership in developing and tracking ESD learning plans, talent strategies, and staff development initiatives.
• Foster teamwork, continuous learning, innovation, and high standards of performance across ESD units.
• Lead administrative coordination activities and monitor staff performance to ensure effective service delivery.

4. Strategic & Stakeholder Engagement

• Stay informed of Council and corporate priorities to ensure alignment with IT and ESD strategies.
• Build strong relationships with internal and external stakeholders, including other IT sections, divisional clients, and external partners.
• Collaborate with other IT sections to ensure ESD projects are well-aligned with broader corporate priorities.
• Oversee staff/client communication and provide leadership on issues management.

5. Governance, Risk & Process Improvement

• Ensure the Enterprise Solution Delivery Model aligns with corporate standards, architecture, and policies.
• Develop and implement standards, quality assurance practices, and risk management tools for the software development lifecycle.
• Negotiate SLAs and Statements of Work with clients and vendors and manage contracts to meet service delivery expectations.
• Lead intake and delivery planning through monthly ESD dashboard consolidation.
• Conduct research on emerging technologies and develop strategies for procurement, application renewal, and service improvement.
• Ensure business continuity planning is embedded into operations, coordinating risk mitigation and service restoration strategies across critical enterprise systems.

Key Qualifications

• University degree in Computer Science or a related field, with extensive experience in a complex organizational environment, or equivalent combination of education and experience.
• Extensive experience in IT management, including application development and sustainment.
• Considerable experience with system development and sustainment methodology.
• Experience in project, financial, and business planning.
• Experience in performance management and metrics.
• Demonstrated experience leading special projects, including cross-functional and multi-stakeholder initiatives.
• Strong project management skillset, with the ability to oversee concurrent initiatives from initiation through closure.
• Excellent strategic thinking, analytical, and communication skills.
• Skilled in presentations to senior audiences and managing conflicting priorities.
• Familiarity with customer service and business process improvement.
• Proven ability to prepare responses to RFIs, RFQs, and RFPs.
• Experience in vendor/contract management and SLA management.
• Knowledge of ITSM/ITIL methodology.
• Experience with dashboard reporting.

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.