Manager, Service Evolution and Delivery

JOB SUMMARY

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.

EDUCATION AND EXPERIENCE

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 in municipal revenue management, service delivery transformation, or related specialty, including a minimum of 5 years in the management of human and financial resources 

CERTIFICATIONS AND LICENCES

The following Certification(s) and/or License(s), or those in a related field, is/are considered desirable:
Professional Certification in Public Administration with ICMA 
Project Management Professional (PMP) certification
Chartered Professional Accountant (CPA) current with CPA Ontario

KNOWLEDGE

• 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.
• Strategic communication and crisis management including public relations, stakeholder engagement, controversial issue management, and multi-channel communication strategy development
• Service delivery transformation methodologies including customer experience design, service channel optimization, and organizational change management
• Transformational project management for large-scale municipal initiatives affecting multiple stakeholder groups and competing priorities
• 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
• The City of Ottawa’s organizational, governance and administrative structures 
• Legislation, regulations, policies, standards and guidelines relevant to the work 
• Industry trends and developments 
• Business administration concepts, theories, principles and methodologies 
• Corporate policies, guidelines and practices 
• 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 
• MS Office 
• Must be familiar with applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have 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 

COMPETENCIES, SKILLS AND ABILITIES

Core Behaviours

Core behaviours define the City’s expectations of the behaviours employees should demonstrate in performing their work.  They are reflective of the City’s culture and values and guide all our present and future activities.  Every employee is encouraged to learn, embody and demonstrate these core behaviours.

Review the Core Behaviours.

Leadership Competencies

The City has defined key competencies that leaders are expected to embody and demonstrate to successfully move the organization towards achieving its strategic objectives and create an organizational culture that supports and empowers employees to excel, grow and reach their full potential. These leadership competencies and associated behaviours are expected to be demonstrated by leaders at all levels of the organization.

Review the Leadership Competencies.