Manager, Resident Services Transformation (Salesforce Focus)

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.