Manager, Resident Services Transformation (Salesforce Focus)

Halton Region is committed to fostering a diverse, inclusive, and equitable workplace that reflects the communities we serve. We value, welcome and respect the unique perspectives and contributions of all individuals. We encourage applications from Indigenous Peoples (First Nation, Métis, Inuit), Black and racialized persons, persons with disabilities, women, and members of the 2SLGBTQ+ community. Accommodations are available at any point upon request for candidates participating in the selection process.

Over the next 4 years, the Region’s goal is to become a Digital First organization that is committed to delivering high-quality services in the digital age. Our Digital Mission is to offer 125 of our most used customer-facing services and the top 50 internal processes and staff experiences as complete digital services by 2025.

Through collaboration, innovation, digital and information decision-making models, accountability, and partnerships, Halton Region aims to Build a Strong Digital Culture. The Region aims to invest in education, and training, celebrate and showcase successes and build a community of practice that will share knowledge and tap into individual skills.
There is no better time to join Halton Region as we transform our conventions and practices to better serve our community and employees.

Through our Digital Strategy, the Region will deliver on its mission to be a Digital First organization, committed to delivering modern, accessible, high quality digital services to the residents of Halton and our employees.
As an employer of choice, working for Halton Region offer many great rewards:

• Defined benefit pension plan (OMERS)
• Comprehensive compensation and benefits package
• Employee Recognition Program
• Supportive culture with ongoing wellness program promoting health, fitness and well-being.
• Hybrid work arrangements including flexibility and better work-life balance for our employees. This position is eligible for our Hybrid Work Program.

Posting ID: 4553
Department: Digital & Information Services
Division: Digital Services & Data Management
Pay Range: $130,631 - $163,267
Job Type: Permanent
Hours of Work: 35 hours per week
Work Location: Halton Regional Centre - 1151 Bronte Road, Oakville
Employee Group: MMSG
Posting Date: September 29, 2025
Application Deadline: October 17, 2025

Job Summary

Reporting to the Director, Digital Transformation, the Manager, Resident Services Transformation is accountable for the transformation of digital services for residents and users external to the Halton Region. The Manager will own and manage a portfolio of digital transformation projects, from planning, implementation, and transition to operational support. At Halton, Salesforce is a core platform that serves both residents and external users. The Manager will have a majority focus in Salesforce transformation projects, and a secondary focus on other applications that serve external users.

This role requires deep working knowledge of digital transformations in terms of people, process, and technology. Project/Portfolio management skills, technical/functional Salesforce expertise, strong business acumen and communication skills are also essential for this role.

Duties & Responsibilities

Transformation Portfolio Management

• Plan for and lead a portfolio of transformation projects to support Halton Region’s Digital Strategy and Strategic Business Plan, with a focus to improve user experience for residents/external users, streamline operations and support business goals.
• Provide leadership to manage all change/transform aspects of Salesforce and other external facing applications, establishing goals and objectives that align with the divisional operations plan and strategic directions, Departmental and Corporate priorities, and the Strategic Business Plan.
• Evaluate and prioritize transformation projects and enhancements based on value, risk, cost, and resource availability.
• Manage the portfolio to meet Halton Region’s short-term and long-term goals, balancing costs and risk appetite.

Project Leadership

• Direct project managers and subject matter experts throughout all project phases from initiation to go-live and transitioning to operational support.
• Report on portfolio progress, risks, and recommended next steps with management and relevant steering groups.
• Proactively manage and report on project risk, issues, and remedies for the portfolio. This includes both internal project risks relating to timeline, resources, etc. as well as outside influences, e.g. changes in policy or competing initiatives.
• Collaborate with Regional Procurement team and related D&IS teams in procuring licenses and implementation services (system integrators) to execute transformation.
• Manage external vendor relationships (e.g. Salesforce implementation partners).
• Develop and manage other supporting transformation subject matter experts (e.g. Change Management, Data Management)
• Facilitate decision-making on new solutions and enhancement prioritization.

Relationship Management

• Serve as a key liaison between leadership teams, business departments, and project teams.
• Proactively develop relationships and liaise with partners such as legal, audit, risk, privacy, and other D&IS divisions to facilitate the implementation of the Digital Transformation program.
• Build trust and manage relationships with cross-functional business stakeholders (e.g. Social & Community Services, Health, Public Works) and D&IS teams supporting the portfolio.

Team Development

• Lead and coach direct reports. Provide work direction, set priorities, and assign tasks/projects. Determine methods and procedures to be used.
• Foster a working culture with a bias for action, underpinned by respect and transparency. Remove barriers for the team. Proactively resolve problems collaboratively through fact-based solutioning/recommendations.
• Champion consistent transformation methodology (from PMO) and strengthen rigors at key project gates.
• Foster collaboration across divisional teams to achieve portfolio objectives
• Manage recruitment, performance, and skill development activities for direct reports.
• Promote a culture that values respect, open communication, consistency, innovation, and continuous learning.

Resource and Financial Management

• Manage portfolio/project capital budget, ensuring financial efficiency and accountability.
• Manage team capacity planning and forecasting. Collaborate with PMO for staffing needs.
• Oversee resource allocation across projects to avoid conflicts and optimize utilization.

Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related studies
• Minimum of 10 years of experience managing large-scale Salesforce implementation projects. Experience with digital services of municipal/regional Salesforce implementations, or large-scale multi-jurisdiction implementations is an asset.
• Minimum 3 years of people leadership experience demonstrated by a collaborative leadership style with a focus on supporting team objectives and individual development.
• Extensive experience in leading complex programs, with the demonstrated achievement of objectives on large-scale transformational initiatives (people, process, and technology)
• Working knowledge of current Salesforce functionality e.g. Service Cloud, Public Sector Solutions.
• Salesforce certification (e.g. Salesforce Administrator, Salesforce Platform App Builder) is an asset.
• Project Management Professional (PMP) or equivalent is an asset.
• Knowledgeable about new technology and keeping pace with emerging trends to present them to executives and staff within the organization.
• Comprehensive knowledge of Federal, Provincial, and Municipal legislation relating to Information Management (MFIPPA, PHIPA, Municipal Act, etc.).
• Experienced in managing cross-functional, hybrid work teams.
• Proven ability to build lasting relationships with a variety of groups including executives, managers, consultants, and end users.
• Confidently engages with senior executives and customers, demonstrating excellent verbal, written, and presentation skills, strong political acumen, and comfortable navigating ambiguity.
• Demonstrated experience analyzing business and technical requirements and solution design.
• Strong analytical and conceptual skills including strong communication skills with the ability to collaborate with a variety of stakeholders.

Working/ Employment Conditions

Working Conditions

Occasional on-call during project critical stages.

Important information about your application:

• In accordance with requirements in Ontario Regulation 191/11 – Integrated Accessibility Standards and the Ontario Human Rights Code, Halton Region will accommodate the needs of individuals with disabilities throughout the recruitment process. If you require accommodation at any stage of the recruitment process, please inform the Talent Acquisition representative of the nature of the accommodation(s) you require.
• Please submit your application online. We will accommodate individual needs for applicants with disabilities and others who are not able to apply online. If you experience any issues with submitting your application, please contact HR Access at 905-825-6000 extension 7700.
• Applications will be accepted until 11:59 p.m. on the deadline date specified on the posting.
• We encourage applications from all qualified individuals; however, only those under consideration will be contacted.
• Personal information collected through the job application process will only be used for the purpose of determining qualifications for employment.
• If selected for an interview, you will be contacted by email and/or phone. Please ensure the contact information provided on your resume is up to date and that you check your email and voicemail regularly.

Halton Region serves more than 650,000 residents throughout Burlington, Halton Hills, Milton and Oakville. We are committed to delivering high-quality programs and services that make Halton a great place to live and work. We engage great people who contribute to meaningful work that makes a positive difference in our community. At Halton, you are encouraged to grow and succeed in your career and are recognized for your accomplishments and contributions. As an employee, you will be part of a progressive, service-focused, and award-winning employer with a diverse and inclusive work environment.

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