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Director, Process and Operations Branch Director, Customer Relationship Management Branch

Director, Process and Operations Branch Director, Customer Relationship Management Branch

Ministry of Government and Consumer ServicesKingston, ON
30+ days ago
Salary
CAD130930–CAD178580 yearly
Job description

Are you an innovative and customer-focused leader looking for a challenging information technology (IT) service delivery role? Do you thrive in a fast-paced IT organization? If yes, consider these exciting executive opportunities with the Infrastructure Technology Services (ITS) division at the Ministry of Public and Business Service Delivery.

ITS is a shared services organization committed to service excellence that manages and delivers common information technology infrastructure products and services for the Ontario government’s ministries and agencies.

About the Positions :

The Director, Process and Operations Branch will lead the branch with responsibility for I&IT service management and operational support for ITS. This role requires leadership across the I&IT community in the provision of enterprise support services.

The Director, Customer Relationship Management Branch will lead to ensure high-quality delivery of ITS services, in partnership with I&IT cluster partners, to ministry business areas. This role requires working closely with internal and external stakeholders, providing a unified approach to delivering products and services.

An effective leader in the Ontario Public Service (OPS) is responsible, innovative, and collaborative. A responsible leader is someone who demonstrates authenticity, accountability, and courage in how they interact with others. An individual who models ethical behaviour, and who is honest and capable of making difficult choices. An innovative leader is someone who leads with common purpose, embraces positive disruption, and has a future mindset. An individual who inspires others, values continuous learning, and encourages development and integration. A collaborative leader focuses on helping others to grow, drives people-centred outcomes and promotes an environment of inclusivity. A leader who consistently works to confront bias and systemic barriers while understanding the importance of creating a more diverse and accessible workplace.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism :

The OPS is an innovative, responsive, and accountable public service that works hard to be diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable. Diversifying leadership teams is a top OPS priority with the goal to achieve parity with the Ontario labour force by 2025 for the most underrepresented groups (Indigenous, racialized and persons with disabilities) in leadership positions.

To advance this goal, the OPS is collecting socio-demographic information that will help to address potential barriers and achieve equity in hiring. You are requested to complete the voluntary survey

and contribute to building a more diverse, anti-racist, inclusive and accessible OPS.

The OPS invites all interested individuals to apply. As an organization that promotes equity and diversity, the OPS encourages applications from Indigenous and racialized individuals and persons with disabilities. The OPS offers employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code

  • A dedicated team of employment accommodation specialists are available to discuss individual accommodation needs and ensure the hiring process is inclusive and free from barriers. Contact them at [email protected] if you require an accommodation to participate in the recruitment process. All information discussed related to accommodation will be kept confidential.

Visit the OPS Anti-Racism Policy

the OPS Diversity and Inclusion Blueprint

and the Multi-Year Accessibility Plan

to learn more about the OPS commitment to advancing racial equity, accessibility, diversity and inclusion in the public service.

What can I expect to do in this role?

Reporting to the Chief Information Officer (CIO), you will :

Director, Process and Operations Branch

  • Build on a track record of outstanding results in system support, release, problem, change and incident management as well as service request fulfillment
  • Develop and manage relationships with clients and stakeholders in order to provide policies, processes and support frameworks that align to their strategic objectives
  • Develop and present meaningful and timely information and performance reports tied to business KPIs
  • Provide leadership during critical incidents, ensuring timely resolution and appropriate follow-up and communications to stakeholders
  • Provide oversight for planning, management, and control of branch projects, programs, and / or other services to achieve compliance with service standards, budgetary requirements and seamless transition to operations
  • Ensure the integrity of the branch’s financial, material, information and human resources asset management
  • Provide direction regarding maintenance and implementation of branch I&IT policies and best practices to ensure continuous improvement, integrity and controllership of I&IT assets and resources

    • Director, Customer Relationship Management Branch

  • Provide strategic direction and I&IT functional leadership for all activities of the branch, including operational / business planning, program development and service delivery
  • Provide I&IT leadership expertise to senior management in direction-setting and problem-solving
  • Ensure the integrity, quality, efficiency and cost-effectiveness of the branch planning to achieve compliance with the OPS service standards
  • Participate in, and influence, strategic decisions by the cluster to provide leadership advice to senior management
  • Bring I&IT community stakeholders together to ensure an enterprise lens on new business opportunities and potential new services
  • Collectively work with service partners to evolve existing services and solutions based on emerging technologies and changing client requirements

    • How do I qualify?

    Executive Leadership

  • You have experience managing human, financial, information, and time resources to ensure effective and efficient usage of resources
  • You foster a diverse and inclusive workplace through sound human resources practices
  • You have a track record of delivering excellent service and a reputation for being open, accountable, and transparent in your dealing with others
  • You are a strategic leader who has experience leading IT service delivery, planning, governance, management, and controllership in large, complex organizations

    • Technical Knowledge and Skills

  • You have comprehensive knowledge of IT service management, including relevant concepts, technologies, best practices, standards and tools
  • You have comprehensive knowledge of the principles, trends and issues in contemporary I&IT solutions design and development, infrastructure and IT operations management, including contact centre service delivery
  • You have strong IT business acumen and IT transformation and project management experience

    • Relationship and Stakeholder Management

  • You are a strong negotiator who can influence others to find business-oriented and collaborative solutions for complex issues
  • You are able to quickly gain credibility with colleagues at all levels, and you have a track record of managing stakeholder relationships to favourable outcomes
  • You have experience successfully negotiating service standards, contracts, and other related deliverables

    • Location(s) : Toronto, Guelph, Kingston, North Bay, Oshawa, St. Catharines

    Salary : $130,930 - $178,580 Per Year

    Job Term : 2 Permanent

    Please apply online, only, by Thursday, October 19, 2023, by visiting http : / / www.gojobs.gov.on.ca / Preview.aspx?Language=English&JobID=205507 . Please follow the instructions to submit your application. Faxes are not being accepted at this time.

    If you require accommodation in order to participate in the recruitment process, please contact the Executive Recruitment Unit at [email protected]. Only those applicants selected for an interview will be contacted.

    The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.

    www.ontario.ca / careers