City of Toronto

PROGRAM MANAGER BUSINESS SUPPORT

City of Toronto • $105K — $160K *
Toronto, ON M3C 0E3In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Post-secondary education in public administration, business, IT, or related field, or equivalent experience.
  • Experience advising senior leadership and leading governance and policy research for complex organizations.
  • Proven ability to manage complex programs, including cross-departmental coordination and operational planning.
  • Experience with enterprise-level portfolios and understanding sustainment services in project delivery.
  • Competency in budget planning, vendor oversight, and workforce management within the public sector context.
  • Strong skills in strategic/operational planning, risk management, and service improvement in tech environments.
  • Excellent communication and stakeholder engagement skills to facilitate high-level discussions.

Responsibilities

  • Develop and implement program-specific plans and policy recommendations.
  • Coordinate initiatives, ensuring effective teamwork and high-quality work standards.
  • Conduct comprehensive research aligned with corporate policies, legislative initiatives, and field developments.
  • Manage initiative deliverables within approved budget constraints.
  • Provide strategic operational support and judgment on complex divisional issues.
  • Identify and mitigate risks impacting initiative delivery and service quality.
  • Develop initiatives that align with TSD's strategic and operational priorities.

Benefits

  • Full-time, permanent position at a stable organization.
  • Work-life balance with a standard Monday to Friday schedule.
  • Opportunity to influence significant organizational financial and operational outcomes.
  • Engagement with a variety of stakeholders and external sources for professional growth.
  • Culture of continuous improvement and emphasis on quality service delivery.
Full Job Description
  • Job ID: 66415
  • Job Category: Policy, Planning & Research
  • Division & Section: Technology Services, Enterprise Services & Operations
  • Work Location: Metro Hall, 55 John St, Toronto, ON
  • Job Type & Duration: Full-time, Permanent Vacancy
  • Salary Range: $105,241.00 -$160,649.00
  • Shift Information: Monday to Friday, 35 hours per week
  • Affiliation: Non-Union
  • Number of Positions Open: 1
  • Posting Period: 19-Aug-2026 to 02-Sep-2026

Job Summary:

To provide program coordination support and strategic operational assistance to the Technology Services Division (TSD). This role enables the successful delivery of key financial, complement and ad-hoc analysis in support of key deliverables for the Financial & Business Management function within TSD.

The position plays a pivotal role in overseeing cross-functional coordination, tracking portfolio performance, and ensuring alignment of project and sustainment activities with divisional and corporate priorities. It supports budget planning and monitoring, contract and vendor management, as well as workforce planning and hiring efforts within TSD.

In addition, the role contributes to the Division's culture of quality and continuous improvement by identifying and addressing operational challenges, enhancing service delivery, and collaborating with stakeholders to implement effective solutions. The Program Manager will also support financial reporting processes, business transformation and governance-related activities that influence TSD and outcomes.

Major Responsibilities:
  • Develops and implements detailed plans and recommends policies regarding program-specific requirements.
  • Manages and coordinates assigned initiatives, ensuring effective teamwork and communication, high standards of work quality, and optimal organizational performance, while promoting continuous learning.
  • Conducts comprehensive research into the assigned area, ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
  • Ensures that the initiative deliverables are controlled and maintained within approved budget limitations.
  • Provides strategic advice, day-to-day operational support and professional judgment on complex and contentious issues for the Division and the senior management team.
  • Develops effective strategies to identify, track, and address initiative delivery risks and service challenges impacting TSD
  • Develops and manages initiatives that support the strategic and operational priorities of TSD as assigned by the Director. Manages the processes and oversees reporting requirements.
  • Makes recommendations to leadership concerning service optimization and business process simplifications that could result in alternate service delivery/contracting out, restructuring, changes in staffing level, downsizing and resource allocation.
  • Establishes strong governance and controls for large, complex programs, , communicating and collaborating with the development team and various operational stakeholders.
  • Oversees the planning, coordination, and tracking of sustainment and IT operational activities across TSD, ensuring alignment with service levels, system stability, and ongoing improvement of enterprise processes. Prepares strategic analysis reports for initiatives and related matters and assists in the coordination and review of staff reports submitted to the senior management team for review and signature.
  • Plans, implements, and oversees program quality assurance and processes to support the Division, ensuring a high quality of service and building capacity, directly contributing to the Division's mandate.
  • Collaborates across teams to develop solutions that align with I&T business priorities and needs.
  • Partners with multiple stakeholders, as well as external sources, to gather input and continually improve programs and processes.
  • Monitors and analyzes leading trends and best practices to identify opportunities for improvement and enhancement.
  • Liaises with the Management team to obtain timely action plans on issues that surface.
  • Prepares responses and guides the development of briefing notes, working with Divisional representative leads on document development and other materials as required.
  • Prepares presentations, speeches, and correspondence on corporate and divisional initiatives and other required topics, often under tight time constraints.
  • Advocates the Division's values, principles and objectives in a variety of meetings and forums with the authority to speak on behalf of the Division.

Key Qualifications:
  1. Post-secondary education in public administration, business, information technology, or a related discipline, or an equivalent combination of education and experience.
  2. Experience providing strategic advice to senior leadership, developing governance frameworks, conducting policy and environmental research, and leading business transformation and continuous improvement initiatives within a large, complex public-sector or technology organization.
  3. Experience managing complex programs or portfolios, including cross-functional coordination, project tracking, and operational planning within a large, multifaceted organization.
  4. Experience supporting enterprise-level portfolios, with an understanding of sustainment services and project delivery.
  5. Experience in budget planning and monitoring, vendor and contract management, and workforce planning within the public or broader public sector context is considered an asset.
  6. Strong strategic and operational planning skills, including experience in risk management, performance measurement, quality assurance, and identifying service improvement opportunities in a technology service delivery environment.
  7. Ability to analyze data and trends to prepare reports, briefing materials, and presentations that support executive decision-making and governance activities.
  8. Effective communication and stakeholder engagement skills, with the ability to develop collaborative relationships, facilitate decision-making, and represent the division in high-level meetings and forums.


Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

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City of Toronto provides its users with information on the lifestyles, business, and locations of Toronto. Lifestyle information consists of health, energy, services, children’s services, arts, culture, festivals, events, housing, and transportation. Business-related information consists of investments, startups, reports, event planning, and city-based partnerships. Furthermore, it provides its users with history, facts, images, events, and attractions of Toronto. City of Toronto is based in Ontario.

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Size
10,001 employees
Industry
Education, Government & Non-Profit
* Ladders Estimates

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