Overview
Manager, Service and Improvement Jobs in Edmonton – Alberta at City Of Edmonton
Title: Manager, Service and Improvement
Company: City Of Edmonton
Location: Edmonton – Alberta
Category: Management
Reporting to the Director Department Strategy, City Operations, the Manager, Service Experience and Improvement is responsible for leading a team of professional staff that will support the City Operations department in the identification and delivery of projects andinnovationopportunities related to customer experience and service improvement that align with City Operations department priorities:
Continuously improve safety for employees and Edmontonians in the spaces we operate and maintain
Build greater trust and confidence with Council and the public
Align people, equipment, time, materials and asset inventory (eg. bus routes, roadways, open spaces, vehicle maintenance, waste collection schedule) with service levels and the budget that Council has approved
Build stronger relationships and better integration and processes within City Operations and across the City, in order to achieve department and corporate goals and deliver better services to Edmontonians
Increase City Operations’ capacity to mitigate, adapt, and respond to climate change
Your success will be measured byyour abilityto achieve timely results in the context of arespectful,inclusiveand service-minded style. With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:
Lead, oversee and manage service improvement projects, from project discovery through implementation, incollaborationwith the ServiceInnovationand Performance Branch and other City departments
Develop a high performing team that successfully executes projects, creatively solves problems, proactively communicates and collaborates, and implements corporate and departmental strategic plans
Develop and maintain strong working relationships, integration andcommunicationwith business partners to achieve department and corporate objectives, including liaising with StrategyInnovationand Performance branch to ensure alignment with strategy, initiatives, and service review processes
Work with departmentleadershipto identify and prioritize a portfolio of potential project concepts, and deliver annual work plans for the unit outlining scope, schedule, and resource plan
Collaborate with stakeholders to define the project goals, objectives, planned deliverables and timelines in order to fulfill the requirements of the strategy and project sponsors
Summarize findings from analytical efforts and prepares reports containing actionable recommendations and key takeaways for Branchleadership
Manage, monitor and report on progress and project status and health through detailed plans and schedules, ensuring the project is on budget, on schedule, and within the defined scope and quality
Provide strategic advice and lead presentations and facilitations within the department and branches
Conduct research and environmental scanning activities to identify best practices and remain current on emerging technology, information and initiatives
Apply acontinuous improvementandinnovationmindset to all streams of work
Evaluate and report on effectiveness of improvements
Perform other related duties
Qualifications
Bachelor’s Degree in Business Administration, Economics, Public Administration, Information Systems or a related discipline; MBA or other Masters Degree in a related field is an asset
Certification, coursework or training inchange management,project management, service design orleadershipis an asset
5 years of progressively responsible anddiver…
