Manager, Service Improvement Job Listing at City of Edmonton in Edmonton, AB (Job ID 51527)

Description

Drive service improvement in the City of Edmonton and lead the Service Review and Improvement program!

The Manager, Service Improvement reports to the Director, Service and Strategy within the Service Innovation and Performance Branch. This Branch enhances the City's programs and services through evidence-based decision-making and business performance. Working with six Department Strategy Sections, the SIP branch plays a critical role in implementing the City Plan and ConnectEdmonton. This leadership role will guide a team of professionals in reviewing services within the organization. The objective of these reviews is to help ensure services are community focused, collaborative, open, efficient, and progressive, and to identify opportunities for improvement.

This position will direct the continuous improvement of the Service Review and Improvement program, and will oversee the management and success of a series of large, complex reviews, ensuring an organization-wide, holistic lens is applied to the approach and recommendations.

What will you do?

• Lead a collaborative team and inspire them with purpose and vision to achieve their full potential
• Lead the development of the Service Review and Improvement program strategy and framework to help ensure services are reviewed and assessed in alignment with service drivers
• Build and maintain relationships with business partners subsequent to the approval of the final Service Review and Improvement project report and keep abreast of the progress and implementation challenges
• Develop, implement and oversee comprehensive interactive reviews to understand the needs, concerns and priorities of Edmontonians in order to inform strategic decisions related to planning, priority setting, service delivery, budgeting and issue management
• Cultivate a culture of accountability and transparency across the corporation
• Ensure transparent and meaningful metrics and targets that deliver value. This information will be utilized to develop data-driven decisions and provide leadership with the tools to manage the organization effectively and drive continuous improvement
• Focus on the team by building a respectful workplace culture through a values-based influencer approach and working collaboratively. 
• Anticipate business opportunities, influence policy, planning and initiatives, and foster a culture of accountability through performance measurement