PROGRAM MANAGER TECHNOLOGY SERVICES

City of Toronto•Toronto, ON

11d•Onsite

About The Position

As a key member of the Office of the Chief Technology Officer (CTO), you will play an important role in supporting the delivery of operational and infrastructure-focused technology programs that keep the City’s technology services reliable, secure, and responsive to business needs. Reporting to the Director, Operation Support Services, you will provide senior-level program, operational, and issues management support for a range of technical initiatives, service improvements, and high-priority requests. You will act as a key liaison between technical teams, business units, and senior leadership, helping to translate complex technical work into clear plans, presentations, and briefings, while supporting the coordination of modernization efforts, operational demands, and major issues.

Requirements

Post-secondary education in Computer Science, Information Technology, Engineering, Business, Public Policy, or a related discipline, or an equivalent combination of education and experience.
Considerable experience managing and coordinating complex programs and projects in a large-scale organization or multi-stakeholder environment, including initiatives focused on modernizing IT infrastructure, such as data centre upgrades, cloud transitions, or network service enhancements, with responsibility for program planning, execution, and performance monitoring.
Considerable experience working in or closely supporting technical environments (e.g., network, identity and access management, security, cloud, or infrastructure services), with the ability to translate between technical teams and business stakeholders.
Considerable experience providing strategic advice and professional judgment on complex and contentious issues, including issues management, audit management, complaint resolution, and support for senior leadership decision-making.
Considerable experience managing relationships across technical teams, business units, and senior leadership, including preparing briefings, presentations, reports and updates that clearly communicate complex or sensitive issues.
Considerable experience conducting research and policy analysis, preparing strategic recommendations, and applying best practices to inform divisional priorities and continuous improvement.
Excellent relationship-building and collaboration skills, with demonstrated ability to establish effective working relationships across divisions, agencies, boards, and commissions, as well as with external partners and stakeholders.
Excellent political acumen, critical thinking, and conflict management skills, with the ability to navigate complex organizational systems, negotiate consensus among parties with competing interests, and maintain confidentiality when dealing with sensitive matters.
Demonstrated ability to take a practical, hands-on approach to program delivery, with strong problem-solving skills and the ability to operate effectively in high-pressure environments, manage competing priorities, and respond constructively to challenges and ambiguity.
Knowledge of municipal government operations, approval processes, political structure, and relevant legislation, including the Occupational Health and Safety Act, the Municipal Freedom of Information and Protection of Privacy Act, and the Human Rights Act, as well as familiarity with the City’s procurement and purchasing procedures, information management practices, and cybersecurity considerations.
Must be willing and able to travel to various work locations within the City of Toronto and the Greater Toronto Area, and to transport work-related materials or equipment as required.

Responsibilities

Lead and coordinate a portfolio of operational and infrastructure-focused technology initiatives that support the reliability, security, and continuous improvement of the City’s technology environment, including initiatives related to lifecycle management, service enhancements, and modernization of existing systems and platforms.
Support the delivery and coordination of program outcomes across Operation Support Services (OSS), including developing and maintaining program plans, tracking execution progress, and ensuring alignment across multiple workstreams.
Manage interdependencies across teams, ensuring that timelines, deliverables, and priorities are coordinated effectively.
Act as a central coordination point for incoming requests, working with business units to understand needs, assess priorities, and translate requirements into actionable plans for technical teams.
Establish and maintain program-level governance practices, including consolidated schedule management, risk tracking, and performance reporting across multiple initiatives.
Monitor progress against plans, identify risks and issues, and provide regular status updates to senior leadership to support informed decision-making.
Support budget monitoring and forecasting at the program level, ensuring alignment with approved funding and identifying variances or risks early.
Act as a key liaison between technical teams (e.g., network, security, identity, and infrastructure) and business stakeholders, helping to translate complex technical concepts into clear, actionable information.
Support the development of presentations, briefings, and materials for senior leadership and executive forums, bringing visibility to program progress, operational challenges, and key initiatives.
Contribute to divisional planning and prioritization activities, helping to align operational demands with strategic priorities and available resources.
Manage and monitor program budgets and expenditures, ensuring they are controlled and maintained within approved limits.
Develop and track performance measures to evaluate progress, assess outcomes, and provide recommendations that support continuous improvement and the effective delivery of divisional initiatives.
Establish and maintain effective working relationships with internal teams, business units, and external partners to support coordinated delivery of operational priorities.
Work with internal teams and external vendors to support effective service delivery, including monitoring vendor performance and supporting contract execution to ensure expected outcomes are achieved.
Provide leadership in resource management activities, ensuring compliance with City policies and supporting the efficient and transparent allocation of resources.
Make recommendations to senior management regarding service optimization and alternate service delivery approaches.
Assist in promoting divisional initiatives, coordinating activities and events that enhance visibility and maintain a positive public image for Technology Services.
Contribute to strategic planning and I&T investment activities, preparing analysis and recommendations to guide the evolution of divisional initiatives and technology services.
Develop technical performance measures and KPIs to assess network and infrastructure services (e.g., OSS, ISG), and identify opportunities for service optimization and portfolio rationalization.
Facilitate strategic alignment across Technology Services, the Office of the CTO, and external partners to ensure shared infrastructure goals are met and modern, cost-effective solutions are delivered.
Provide advice and operational support to senior management, assist with issues management, and contribute to policy research and development.
Prepare communications and briefings for Council, Committees, and senior stakeholders, manage elements of the Division’s complaint processes, and provide support on confidential matters.
Participate on committees, task forces, and City-wide corporate initiatives, ensuring that Technology Services’ priorities are advanced across the organization.