Manager, Information Services

These leadership management positions maintain core technology systems for the Division (e.g. IBM Maximo), focusing on both the operational sustainment of the technology and future enhancements required by the Division. The position will establish a Divisional governance and manage a team of professionals focused on the day-to-day running of core systems including issue management, risk management, and change management.

Major Responsibilities:

• Provides overall operational leadership, ensuring that required operational activities are managed and governed for all areas of system maintenance, including: system governance, operational staff management, information security compliance, data quality, process development and controls, budget management, and management of relationships with various Divisions and Branches.
• Monitors, evaluates and maintains records concerning staff performance. Mentors and provides support, approves salary increments, leads or participates in staff hiring and investigations, taking disciplinary action when necessary. Supports the Divisional and corporate Labour Relations units in the grievance process, mediation, arbitration and terminations.
• Manages, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Manages the day-to-day activities of assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests.
• Acts as the technology lead and liaison, managing the relationship with Technology Services to ensure technology integrations are running smoothly, and corrective action is taken promptly when issues arise.
• Cultivates effective working relations with partners, stakeholders, team members and vendors, and acts as the key contact for implementation activities for small projects and system enhancements.
• Develops briefing notes and reports for presentation to senior management, standing committees, partners, and Council for strategic decision making; prepares and submits correspondence to the Project Director, Director, General Manager, various Council Committees and Boards of Management as appropriate.
• Manages Divisional communications to ensure that expectations are managed and client relationships are maintained. Builds cohesion and commitment among competing technical, business, Divisional and corporate perspectives through negotiation, innovative solutions and conflict resolution.
• Provides input to the multi-year operational budget and ensures alignment with corresponding business application and information management projects.
• Manages complex application solution strategies, multiple vendors and integrators, architectures, IT best practices, data and information management and application development and testing methodologies.
• Develops, reviews, and implements detailed plans and recommends policies/procedures and guidelines regarding program specific requirements to ensure compliance with Council, corporate and Divisional directives.
• Assesses current practices, make recommendations, and implement improvements for operational efficiencies.
• Participates in the design, implementation and utilization of performance measures for the system.
• Investigates internal/external complaints, where required, and implementing actions for satisfactory resolutions. Ensures quality customer service by providing timely, cost effective and optimum delivery of services.
• Manages research, feasibility studies, evaluations, fit/gap, testing and implementation of new information and business application architectures, standards and technology solutions.
• Consults with, and advises, corporate and Divisional experts on conceptual and architectural design, technology trends, application feasibility, development methodologies and information management for effective use of technology and to minimize duplication of information, systems, solutions, architectures, frameworks and business processes. Ensures Divisional compliance with enterprise technology standards.
• Represents the Division/Branch by providing leadership and technical expertise at system, community consultation, partnership, and Committee meetings with Members of Council, service providers, various levels of government, outside agencies and community groups, and other stakeholders to support strategic divisional and corporate initiatives as required or directed.

Key Qualifications:

• Considerable experience managing complex multi-departmental environments including vendor management, budget management, governance, compliance, process control management, relationship management, emergency response bridge management (on systems such as IBM Maximo).

• Considerable experience successfully initiating, planning and implementing business process redesign initiatives that impact internal and/or external parties.

• Considerable experience leading, motivating, managing and developing a team of staff.

• Considerable experience and demonstrated success being innovative in a highly customer service-focused environment providing effective interventions and business solutions.

• University degree in business, computer science, or related discipline, and considerable years of progressively more responsible experience with systems management, IT service management, or an equivalent combination of education and/or experience.

• Ability to successfully initiate, plan, design and implement applications development and configuration initiatives.

• Ability to recommend and implement security, privacy and quality assurance requirements as well as corporate and legislated standards for confidential data.

• Ability to work effectively independently and as part of a team, collaboratively and cohesively, on a multidisciplinary team.

• Excellent oral and written communication, presentation and report-writing skills including writing reports, briefing notes, and delivering presentations to Stakeholders, Clients and Senior Leaders.

• Highly developed interpersonal, conflict resolution, and problem-solving skills.

• Familiarity with Toronto Public Service values and ability to support an ethical, supportive and respectful workplace culture that champions equity, diversity and inclusion.

• Experience with, IBM Maximo or similar system solution an asset.

• Ability to travel to various locations as required across the City of Toronto, including Parks and Recreation facilities. This may exceed the City prescribed 2-3 days in office.

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.