Job ID #31408: Program Manager, Quality Management Office - Repost at City Of Hamilton

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31408: Program Manager, Quality Management Office
• Union: Non-Union
• Job Description ID #: A13709
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on December 10, 2025.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  
  

Summary Of Duties

Reporting to the Director of Corporate Facilities and Energy Management (CFEM) of Public Works, the Program Manager, Quality Management Office will contribute to a dynamic management and lead a team of professionals. The successful candidate will serve as the Divisional consultant, supporting the development of performance measurements, reporting frameworks, and continuous improvement initiatives. In addition, the Program Manager will champion quality management practices and oversee the implementation of a robust, division-wide operational planning regime. This regime will align with the Public Works Department Quality Management System (QMS) program with the goal of driving meaningful change that enhances the performance of the CFEM portfolio and improves public service delivery to the community.

Provides leadership in a multi-functional workforce engaged in delivery and direction of services, including recommending improvement strategies in the delivery of quality management services to meet mandated goals and objectives.

GENERAL DUTIES

Oversees the development, implementation and management of a Divisional wide process improvement program by providing support and guidance to process owners and Sectional management through the identification of improvement-oriented initiatives and undertaking projects.

Leads the development, implementation and management of a Quality Management framework and program for Corporate Facilities and Energy Management Division.

Supports Sectional Managers in defining service level measurements and performance indicators. Leads the implementation of Key Performance Indicators (KPIs), ensuring data integrity and consistency. Develops Standard Operating Procedures (SOPs) to guide operational practices and establishes checkpoints to monitor and validate implementation progress.

Leads the development, implementation and management of strategic and operational planning processes within the Division.

Assists in development and execution of a PM methodology to plan, manage and execute all program initiatives.

Lead the selection, roll out and training of a PM software.

Acts as single point-of-contact for the Program to Legal and Corporate Services.

Continuously monitors and reports on progress of the Program to all stakeholders. Communicate progress on

regularly defined intervals to Sectional team members and management.

Maintains processes to ensure Program documentation, reports and plans are relevant, accurate and complete.

Develops positive relationships with managers and staff to enable the QMO to provide relevant support including facilitation, tracking, and reporting on Program activities and training.

Develops and maintains standardized templates including re-usable content for RFPs, RFIs and other request for services and/or products that are routinely issued.

Monitors and interprets data relevant to Program to assist with priority setting, Program implementation and evaluation.

Provides direction and leadership to subordinate staff including daily supervision, scheduling, skills development and disciplinary actions.

Provides leadership, supervision and direction to subordinate staff, including recommending and implementing standard procedures and the provision of training programs to upgrade and maintain skills.

Promotes teamwork and integration between internal and external parties participating in cross-functional and cross program initiatives.

Ongoing management and updating of digital office templates, procedures, flow charts, etc.

Administering the QMO document SharePoint and associated procedures including adding new sub sites for new projects using existing templates and updates where required; adding users and groups, libraries, lists, and views as required.

Assists in developing section goals, work plans and objectives by participating in strategic planning sessions.

Conceives, develops, and delivers techniques, practices, and procedures for contract formation and administration in a manner that best protects the City’s interests.

Manages and controls contractual documents with staff. Coordinates contract activities, including contract development, negotiation, changes and roll-out with Legal and Corporate Services.

Assists and defines, implements, and maintains change control processes and procedures.

Supports of Contract administration form review, tracking and preparation of letters (change orders, substantial performance certificates, vendor performance).

Managing hardcopy files (setting up files, filing material, moving files, retrieving files, archiving files).

Develops reporting systems that produce accurate and timely financial reports for all aspects of the Program, including project and WIP updates.

Where necessary, provides appropriate contract and subcontract information to accounting and purchasing departments.

Develops Council presentation material related to RFP’s and contracts, as requested by the Director and Manager’s.

Explores funding opportunities from all levels of government and external agencies to support divisional infrastructure needs.

Leads in searching and applying for grant funding from various levels of government and outside agencies. Leads in filling out intake applications for funding opportunities, as well as regular follow up and reporting to Director and Council.

PROCESS AND CONTINUOUS IMPROVEMENT

Supervises process audits and identifies opportunities for performance improvement throughout the CFEM

Division.

Makes recommendations on services, policies and programs while striving to continuously improve processes.

Identifies opportunities for cost-reduction.

Provides leadership and facilitates staff development in the utilization of problem solving and priority setting tools for the execution of breakthrough projects.

Develops strategic change management recommendations in response to identified process improvements and

implementation of same.

Participates in medium to large-sized strategic projects.

Regularly communicates/interfaces and builds strong relationships with all appropriate stakeholders and project team members.

Participates in defining project scope and champion stakeholder needs; Develops comprehensive business requirements, project charters and establishes key deliverables and success metrics.

PERFORMANCE MEASUREMENT

Makes recommendations respecting key performance indicators important to the Division with an emphasis on

dashboard style reporting.

Uses statistical analysis to identify performance trends and makes recommendations for project opportunities/enhanced services based on verified data testing.

Develops and deploys key performance indicator (KPI) metrics and ensures ongoing tracking, and implementation of

corrective actions.

Research and networks with various industries as it relates to KPIs and benchmarking.

QUALITY MANAGEMENT PROGRAM

Provides leadership relative to quality management initiatives throughout the division acting as internal consultant for

the development of documents control systems and policy development.

Develops framework for the implementation of quality management style processes throughout the CFEM Division

and ensures it is aligned with the departmental quality management processes.

Initiates and delivers a document control system to ensure maintenance of the Quality Management System.

Initiates and delivers a comprehensive operating procedures regime for the division.

Develops internal audit regime to ensures compliance with regulation and conformance with quality management framework.

OPERATONAL PLANNING AND LEGISLATIVE COMPLIANCE

Leads the development of a framework for annual operational planning throughout the division.

Represents the Division in collaborating with Senior Leadership within Public Works to ensure operational planning serves the purposes of the various sections across the division.

Develops reporting mechanisms to ensure operational planning is easily monitored and managed.

Mentors junior staff involved in the above initiatives to instill a culture of performance measurement, continuous improvement with open and transparent communication.

Identifies, analyzes, and escalates any issues, risks or changes as required.

Ensures compliance with Corporate/Division/Departmental rules, regulations, procedures, policies and safe working practices.

Performs such other duties as may be assigned, which are directly related to the normal job function.

Qualifications

• Considerable experience related to the duties listed above, normally acquired through the completion of a University Degree or College Diploma in various disciplines such as but not limited to Business Administration, Program Management, Engineering, Sciences, Quality Assurance, Operations Management, or related discipline or an equivalent combination of education and relevant business experience will be considered.
• Exceptional analytical and quantitative problem-solving skills.
• Demonstrated relevant experience (preference for at least three years) in conducting research, data collection/analysis, metrics and supporting business plans within a large organization.
• Exceptional computer skills with advanced knowledge of Microsoft. Excel, Power BI, Phyton, Tableau, SQL and PowerPoint.
• Experience in Facility Management will be considered an asset.
• Considerable and relevant experience in procurement processes, financing & budgeting process with preference for Facilities/Energy related RFP and Construction Tender
• Experience in public sector procurement, finance, capital, and operational budgets.
• Possesses a demonstrated record of strong leadership and guidance, technical competence, customer focus, innovation/creativity, team advocacy, staff delegation and empowerment, demonstrating a commitment to ongoing excellence and continual improvement.
• Well developed planning, organizational & analytical skills, with developed innovative and solutions-oriented problem-solving
• Knowledge of program and project management fundamentals including Project Management Office (PMO) & Quality Management principles and best practices,
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in pressure situations.
• Experience working in a team-oriented, collaborative environment.
• Knowledge of and experience in the utilization of project management principles
• Exposure to business theory, business processes, management, budgeting, and business office operations, with strong business acumen.
• Demonstrated knowledge and experience with PeopleSoft would be a strong asset.
• Must have an intermediate to advance knowledge of and experience with Word, Excel, PowerPoint, and Visio, sufficient to manipulate data, create and write basic reports, and develop presentations.
• Ability to make sound and logical judgments.
• Strong interpersonal, written, oral communication skills.
• Strong written skills with Council Reports, Business Case development and Grant Application In-take
• Demonstrated experience leading in an operational environment.
• Demonstrated experience with quality management systems preferably in a leadership role.
• Demonstrated experience developing and implementing strategic and operational plans.
• Practical experience in continuous and process improvement using Lean Six Sigma. Lean Six Sigma certification is preferred. Includes experience with ISO 9001 or any other relevant management system standard would be an asset.
• Practical working experience with documents control systems.
• Practical working experience conducting audits within a quality management system.
  
  

THIS POSITION REQUIRES A VALID CLASS “G” DRIVER’S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.