Manager, Service Evolution and Delivery
About The Position
The Manager, Service Evolution and Delivery is responsible for the integrated management, performance, and continuous improvement of assigned Revenue Services programs to ensure effective, efficient, and client‑centred service delivery. The role provides leadership over multiple revenue‑related program areas, ensuring coordinated operations, consistent service standards, and alignment with departmental priorities, legislative requirements, and corporate policies. This job is responsible for translating approved service strategies and departmental direction into operational plans and initiatives, and for leading service evolution, process improvement, and system‑enabled change within the Service. The role identifies and prioritizes opportunities to modernize service delivery, improve client experience, and enhance operational effectiveness while ensuring service continuity and risk management. The Manager exercises leadership over people, financial, and program resources within delegated authority, supports sound decision‑making through performance monitoring and reporting, and represents the Service in dealings with internal stakeholders and external partners. The role contributes operational expertise to service level planning and supports responsiveness to audits, inquiries, and emerging requirements impacting Revenue Services.
Requirements
- Completion of a 4-year university degree in business administration, public administration, finance, technology management, or other related field.
- Minimum of 8 years of related experience in municipal revenue management, service delivery transformation, or related specialty.
- Minimum of 5 years in the management of human and financial resources.
- In-depth knowledge of revenue disciplines including property taxation and assessment, water billing and meter operations, Provincial Offences Act administration, collections enforcement, and payments management.
- Knowledge of strategic communication and crisis management including public relations, stakeholder engagement, controversial issue management, and multi-channel communication strategy development.
- Knowledge of service delivery transformation methodologies including customer experience design, service channel optimization, and organizational change management.
- Knowledge of transformational project management for large-scale municipal initiatives affecting multiple stakeholder groups and competing priorities.
- Knowledge of Municipal Act, Financial Administration Act, Provincial Collections Act, Privacy Legislation, Municipal Conflict of Interest Act, Public Meetings Legislation, Freedom of Information Acts, Municipal Tax Collection Legislation, and Debt Recovery Regulations.
- Knowledge of the City of Ottawa’s organizational, governance and administrative structures.
- Knowledge of legislation, regulations, policies, standards and guidelines relevant to the work.
- Knowledge of industry trends and developments.
- Knowledge of business administration concepts, theories, principles and methodologies.
- Knowledge of corporate policies, guidelines and practices.
- Knowledge of the various Collective Agreements in place at the City.
- Understanding of the programs/services and operations of other City areas, and the inter-relationships between them and own work area.
- Proficiency in MS Office.
- Familiarity with applicable health and safety legislation, knowledge of any potential or actual danger to health or safety in the work place, and knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures.
- English oral, reading, writing.
Nice To Haves
- Professional Certification in Public Administration with ICMA
- Project Management Professional (PMP) certification
- Chartered Professional Accountant (CPA) current with CPA Ontario
Responsibilities
- Integrated management, performance, and continuous improvement of assigned Revenue Services programs.
- Leadership over multiple revenue-related program areas.
- Coordinated operations, consistent service standards, and alignment with departmental priorities, legislative requirements, and corporate policies.
- Translating approved service strategies and departmental direction into operational plans and initiatives.
- Leading service evolution, process improvement, and system-enabled change.
- Identifying and prioritizing opportunities to modernize service delivery, improve client experience, and enhance operational effectiveness.
- Ensuring service continuity and risk management.
- Exercising leadership over people, financial, and program resources.
- Supporting sound decision-making through performance monitoring and reporting.
- Representing the Service in dealings with internal stakeholders and external partners.
- Contributing operational expertise to service level planning.
- Supporting responsiveness to audits, inquiries, and emerging requirements impacting Revenue Services.
Benefits
- Diversity and inclusion promotion
- Accommodation for applicants during the hiring process
- Accessible formats and communication supports available upon request
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What This Job Offers
Job Type
Full-time
Career Level
Manager
