Manager, Service Delivery

Town of Caledon•Caledon, ON

9h•CA$139,051 - CA$173,813•Hybrid

About The Position

The Town of Caledon is a dynamic municipality that successfully balances urban, rural, and agricultural communities. Our energetic staff are guided by our core values that create an environment for continuous improvement and customer service excellence. In addition to offering exciting career opportunities, the Town also provides a competitive and comprehensive total rewards package. Come see how you can make a difference. The Opportunity (Vacancy: Replacement) Reporting directly to the Director, Corporate Services/Chief Information Officer (CIO), the Manager, Service Delivery is responsible for leading and developing the Service Delivery team to ensure high-quality and consistent customer service for all residents. This role leads the development and facilitation of the corporate Service Excellence standards as well as overseeing the operation of Service Caledon team. This is a key role within Corporate Services that serves as a data-driven decision enabler for senior leadership across the Town. The Manager is uniquely positioned to design, implement and optimize customer analytics and reporting processes that deliver critical business insights across the organization. The Manager will ensure service excellence at the Town by working with departments to identify opportunities to streamline service delivery for first contact resolution (FCR) whenever possible. The successful candidate is capable of connecting strategic objectives with technical execution, turning customer feedback and behavioural insights into practical improvements across channels.

Requirements

A post-secondary degree in Business Administration, Information Systems, Marketing or related field.
A minimum of seven (7) years’ related experience in customer service.
A minimum of three (3) years within a leadership role.
Proficiency in using Large Language Models (LLMs) to quickly search for policies, pull up customer histories, and suggest resolutions.
Demonstrated experience guiding human teams through the transition to AI-assisted workflows while maintaining high empathy.
Satisfactory passing of a criminal record check.
Proof of qualifications.

Responsibilities

Provide oversight of the Town’s corporate contact centres, in-person service counters and digital portals.
Develop and execute a corporate customer service strategy for the organization based on the Service Excellence Strategy.
Develop, implement, and manage quality customer service methodology by developing KPIs that reflect the Service Excellence Guidelines for all front-line service teams.
Work with internal stakeholders within the CIO’s portfolio to build a culture of customer-centricity that supports service excellence across all touch points.
Work closely with teams leading service-related projects and IT to manage projects related to developing and implementing technology.
Work with departments to define existing processes and define new processes and procedures to ensure they designed with a service lens that is client focused.
Actively mentor staff to expose assumptions, challenge status quo and build their capabilities in problem articulation & critical thinking.
Develop and nurture a work environment that is inclusive, respectful, and motivating for staff including staff development, performance management, engagement, and rewards and recognition.
Lead the team through procedural and organizational change to manage evolving demands.
Lead the identification of future use cases for intelligent automation to improve customer interaction and team productivity.
Define and optimize Human-in-the-Loop (HITL) support, review, guide, and approve exceptions or complex AI-assisted workflows.
Verify AI-generated call/chat summaries and action items, ensuring accurate records in the Town’s CRM.
Oversee and manage the functioning and staffing of the Town's cafe.
Manage staff assigned to perform work and activities including technical direction, training recommendations, coaching and mentoring as well as provide input to the career development of assigned staff.
Perform additional duties and undertake special projects as assigned.