Manager, IT Program Delivery (Re-advertised)

Position Title:

Manager, IT Program Delivery

Area/Department:

Legislative Services

Reports to:

Director of Legislative Services/Clerk

Position Summary

Under the direction of the Director of Legislative Services, this role will focus on the delivery of the IT program, including managing existing IT systems and monitoring the technology landscape to ensure that IT maintains an appropriate technology environment to deliver excellent IT services to Departments. Coordination of IT activities between business units, vendors and service providers, will be a key part of the role's duties. This role will provide first line IT coordination and technical support to the Town, escalating issues if required to potential vendors/service providers. The role will also develop and manage projects to implement business solutions updates and infrastructure changes. The Manager, IT Program Delivery will assess IT training needs and recommend appropriate training. The role will also be responsible for coordinating business continuity planning, cybersecurity and will generally promote information technology and a digital first philosophy throughout the organisation. The Manager, IT Program Delivery will assist the Director of Legislative Services with IT strategy development and will also assist to prepare the annual IT budget. In addition to liaising with third parties and internal stakeholders, this role will involve some hands-on work including basic IT troubleshooting.

Duties & Responsibilities

1. IT Strategic Planning
   
   • Contributes to the collection and analysis of information to support IT strategy development.
   • Assists in the preparation of reports and insights for IT strategic planning.
   • Works with department representatives to gather internal, stakeholder feedback and business requirements.
2. Budgeting and Forecasting
   
   • Performs specified tasks in the IT budgeting and forecasting process, including data analysis and report preparation, using standard methods.
   • Identifies and resolves routine IT budgeting and forecasting issues.
   • Communicates budget and forecast information to the Director of Legislative Services.
3. IT Program and Portfolio Management
   
   • Engages with and advises senior managers to ensure the portfolio will deliver the desired and agreed upon business outcomes.
   • Produces reports as appropriate for the IT portfolio to IT Governance, including making recommendations for changes to the portfolio.
   • Prioritizes issues and risks and recommends mitigation strategies for leadership decision-making.
4. Technology Service Management
   
   • Takes responsibility for managing the installation, upgrading, operation, control, maintenance and effective use of specific technology services.
   • Leads service delivery, ensuring agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures.
   • Monitors technology services performance. Provides appropriate status and other reports to the Director of Legislative Services.
5. Information Systems Coordination
   
   • Maintains awareness of the information technology needs of the organisation.
   • Coordinates and collaborates with others on the promotion, acquisition, development and implementation of information systems and services.
6. Customer Service Support
   
   • Acts as the primary contact point for customers, handling a wide range of inquiries and service requests.
   • Performs initial investigation and diagnosis of customer issues, resolving them where possible or escalating as needed.
7. Supplier Management
   
   • Acts as the primary contact point between the organisation and suppliers.
   • Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
   • Implements supplier management-related service improvement initiatives and programs.
8. Infrastructure
   
   • Performs routine infrastructure tasks and basic troubleshooting.
   • Reports on infrastructure performance and security events, addressing issues directly when possible or escalating them to others for resolution.
9. Project Support
   
   • Provides foundational support for projects.
   • Coordinates and executes IT initiatives in partnership with department subject matter experts.
   • Assists with project planning, scheduling, tracking and reporting using established tools and processes.
10. Emerging Technology Monitoring
    
    • Monitors the external environment to gather intelligence on emerging technologies.
    • Assesses and documents the impacts, threats and opportunities to the organisation.
    • Creates reports and technology roadmaps and shares knowledge and insights with others.
11. Change Control
    
    • Coordinates information technology changes based on requests for change.
    • Reviews proposed implementations and evaluates the risks to the integrity of the product and service environment.
    • Ensures appropriate change approval is applied to changes.
12. Security Operations
    
    • Performs simple security administration tasks including account provision and management.
    • Coordinates security breaches with service providers and other external parties using established procedures, incorporating analytical tools and techniques.
13. Continuity Management
    
    • Applies a structured approach to developing and documenting a continuity plan.
    • Maintains documentation of business continuity and disaster recovery plans.
    • Supports the development of a test plan and implementation of continuity management exercises.
14. Procurement
    
    • Plans and manages IT procurement activities.
    • Coordinates with third parties to ensure IT procurement processes meet the Town's requirements.
15. Learning and Development Management
    
    • Manages the provision of learning and development, ensuring optimum use of resources.
    • Arranges facilities and schedules with learning and development providers as appropriate.
16. Other
    
    • Assists management with Information Technology related policy and planning and the development of the Town's Information Technology Plan/Strategy and budget.
    • Ensures that IT related processes and procedures are documented and maintained.
    • Provides written status reports on the Town's portfolio of IT projects.
    • Complies with Town policies and procedures.
    • Maintains the confidentiality of information accessed through job activities.
    • Performs other related tasks as assigned by the Director of Legislative Services.

Education, Skills and Experience

1. Post secondary education in computer science, information technology/systems, or related field.
2. Three to five (3-5) years' experience in an IT department as a Service Desk Analyst, Program Manager or similar role.
3. Two to three (2-3) years' experience in a supervisory or leadership capacity.
4. Excellent interpersonal, customer service and communication skills, both oral and written.
5. Proficiency in a computerized environment, with operating systems, databases and in-house software, Microsoft Outlook, Word, Excel, SharePoint, and Power Point.
6. Ability to translate business objectives into technology requirements and influence continuous improvement of IT processes on behalf of the Town.
7. Working knowledge of exceptional customer service practices, report writing techniques, and presentation/preparation needs.
8. Strong organisational and time management skills, ability to multitask, meet conflicting deadlines.
9. Ability to work independently or in a team environment.
10. Attention to detail and accuracy, and ability to thrive in a fast-paced environment.
11. Ability to manage confidential information and to exercise discretion and sound judgment regarding sensitive or confidential issues and to project a professional image.
12. Willingness to participate in continuous upgrading, training, and self-development programs.
13. Valid G license with a clean drivers abstract satisfactory to the corporation (Use of own vehicle may be required.)
14. Physically able to carry out all aspects of the job.

Police Background Check - Criminal Record Check Please note that applicants must be prepared to provide a clear Police Criminal Background Check at their own expense prior to being employed by the Town of Gravenhurst

Supervision Requirements

Positions Supervised Directly: N/A
Positions Supervised Indirectly: Technology service providers and other third parties.

Physical/Psychological Demands and Working Conditions

Environment: Work is conducted in an office environment with some exposure to criticism from the public. Requirement to juggle priorities, verbally communicate to exchange information, deal with constant interruptions and changing demands during the course of a working day; occasions whereby an extremely short amount of time is available to complete a project or task (regularly); wide variety of tasks requiring ability to manage multiple projects; while maintaining a pleasant, professional and positive demeanour.

Physical: Requirement for sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; walk on uneven terrain, loose soil, and sloped surfaces; to lift, carry, push, and/or pull light to moderate amounts of weight up to 25lbs; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to travel to other locations; to operate equipment and vehicle;

This is a full-time permanent management/non-union position. Normal hours of work are onsite 35 hours per week, Monday to Friday, as required. Flexibility to work weekends and after hours occasionally is required.

Contacts

Incumbent communicates regularly with members of Council, municipal staff, Provincial ministries and government agencies, staff of other municipalities, technology service providers and other third parties, and the general public.



This is an existing vacancy.