MANAGER STRATEGIC SUPPORT & ISSUES MANAGEMENT
Job ID: 62303
Job Category: Policy, Planning, & Research
Division & Section: Engineering & Construction Services, Strategic Support & Issues Management
Work Location: City Hall,100 Queen St W, Toronto, M5H 2N1
Job Type & Duration: Full-Time, Permanent
Salary: $123,833.00 - $170,184.00, TM2580, Wage Grade 8
Hiring Zone: $139,659.00 to $151,419.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 10-Mar-2026 to 24-Mar-2026
The City's Engineering and Construction Services Division provides specialized engineering, design, and construction support to internal partners—including Toronto Water, Transportation Services, and Solid Waste Management Services—and to external stakeholders such as developers, utilities, and public agencies. Its team of professionals delivers the design, rehabilitation, and construction of roads, bridges, and other major infrastructure that support safe, reliable, and sustainable services across Toronto.
Reporting to the Chief Engineer & Executive Director, Engineering & Construction Services, the Manager of Strategic Support & Issues Management provides senior-level strategic advice and expertise to the Executive Director and the senior leadership team. The role leads a team of professionals on issues management, community outreach supporting divisional projects, multi‑year capital program support, Division‑wide performance reporting and stakeholder liaison activities.
Effective Issues Management
Politically astute and highly tactful, you will support the Executive Director by proactively identifying and addressing emerging issues, complaints, and service gaps affecting the Divisions operations. As a strong communicator, you will liaise with Members of Council and their staff on behalf of the Executive Director, prepare clear and timely responses, and guide management in handling enquiries and escalated complaints. You will also oversee the Division’s complaint management system, ensuring accurate reporting, coordinated responses, and effective issue resolution.
Driving Strategic Results
Leveraging your experience in developing communication strategies and materials, you will lead strategic communications for major capital construction projects and programs within a complex urban environment.
You will oversee the planning, development, implementation, and maintenance of broad communication initiatives in partnership with the Communications Division, including public relations, stakeholder engagement, communication plans, public notifications, project signage, and media materials. The Division will rely on you to drive the development and reporting of key performance indicators (KPIs), project updates, and customer service standards, and to design strategies, policies, and action plans that enhance performance, service delivery, and customer experience.
Collaboration and Stakeholder Management
An integral part of your success in this role will involve establishing an effective, collaborative working relationship with the Divisional partner, project teams, City staff and stakeholders.
This includes developing and managing a stakeholder engagement framework that drives alignment across teams from Toronto Water, Transportation Services, Solid Waste Management, Toronto Transit Commission, and the Communications Division to deliver coordinated community outreach and issues management plans for the Division’s projects and programs.
You will serve as a key liaison between the Executive Director’s office and the Office of the Mayor, City Councillors, Deputy City Manager, and senior leadership across other divisions. You will work collaboratively with Communications to develop clear, effective responses and key messages on sensitive or high‑profile issues, applying your ability to anticipate needs and lead the coordinated development and implementation of issue‑resolution strategies.
Strategic Leadership
Adept at managing projects in a changing environment with competing priorities and deadlines, you will develop and manage assigned projects related to divisional strategies and issues and develop and implement detailed plans and recommend policies regarding program-specific requirements. As a leader, you will ensure effective teamwork and communication, high standards of work quality and organizational performance, and continuous learning. You will also ensure project expenditure is controlled and maintained within approved budget limitations.
Key Qualifications
Your application for the role of Manager Strategic Support & issues Management will be screened against the following qualifications:
- Extensive issues management experience identifying, assessing, and responding to ongoing and emerging issues, complaints and customer service deficiencies affecting operations and stakeholders.
- Considerable experience leading change management initiatives in the public or private sector, including designing and implementing new policies, programs, or operational strategies.
- Experience leading large, corporate‑wide projects involving senior leaders, steering committees, multidisciplinary team and stakeholders.
- Experience managing professional staff, fostering a culture of excellence, accountability, teamwork, and continuous learning.
- Post-secondary education in a discipline pertinent to the job function (e.g. Public Administration, Public Policy, Planning, Public Relations) or equivalent combination of education and/or experience.
In addition to the above key qualification, you bring knowledge of public consultation practices and strong skills in web‑based and social media communication. You excel at producing clear, effective reports and recommendations on policy and administrative issues under tight timelines. Equally important are your exceptional communication skills, enabling you to engage diverse audiences and build strong relationships with the public, media, elected officials, community stakeholders, and staff across all levels of the organization.
Strong leadership in customer‑focused service delivery, supported by expertise in performance measurement and reporting. You excel at identifying opportunities to improve service efficiency and customer experience. Known for your political acumen, sound judgment, and discretion, you influence, negotiate, and build consensus among stakeholders with differing priorities. You operate effectively both independently and collaboratively in a fast‑paced, high‑demand environment, fostering teamwork and mobilizing staff and partners to achieve results.
Knowledge of GIS applications, AODA document standards, and web design is essential for ensuring compliance.
This role requires strong knowledge of municipal government operations, approval processes, political structures, and engineering and construction‑related services. Familiarity with key legislation—including the Municipal Freedom of Information and Protection of Privacy Act, the Employment Standards Act, the Human Rights Act, and the Occupational Health & Safety Act—will further support your success.
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.