Job Description

• Job ID: 58463
• Job Category: Project Management
• Division & Section: Customer Experience, Business Transformation & Sustainment
• Work Location: Metro Hall, 55 John Street, Toronto, M5V 3C6
• Job Type & Duration: Temporary, Full-time, 24 Months Vacancy

• Salary Range: $123,833.00 - $170,184.00, TM5179, Wage grade 8.0

  Ideal Hiring Zone: $132,676.00 - $143,848.00

• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: January 27th, 2026 – February 10th, 2026

Are you a seasoned Customer Experience leader ready to shape the future of customer experience at the City of Toronto? The City of Toronto is currently seeking a Manager Service Design and Delivery to manage a team of service researchers and designers. This role will provide direction and execution for projects, service improvements, and end-to-end service design initiatives.

You will champion Toronto’s CX mandate through the modernization of service experiences, service re-design and re-engineering, productivity, robust change management practices, and continuous improvement. Using a customer-centric approach, you will bring together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders, ensuring services are intuitive, accessible, and responsive to the needs of the customer.

To support Toronto's growing innovation culture and design services for residents and businesses that better meet their needs by providing subject matter expertise on human-centered design and user experience. To champion, manage a team and grow capacity for human-centered design and facilitate and deliver end-to-end service design initiatives.

Major Responsibilities:

• Develops and implements detailed plans and recommends policies regarding program specific requirements.
• Manages, motivates, coaches, and trains the unit's staff, ensuring effective teamwork and knowledge repositories, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Trains assigned staff to develop and maintain strong, flexible relationships with client organizations in order to facilitate and support service innovation and transformation.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops, recommends and administers the annual budget for the unit, and ensures that the unit's expenditures are controlled and maintained within approved budget limitations.
• Manages and leads the team, and various project teams, through the service design methodology by leading and doing, including alignment, opportunity/stakeholder assessments, jurisdictional scans, data insights, customer journeys, user engagement persona development, service blueprints, prototyping, progressive usability testing and implementation plans.
• Responds to escalated initiative and project issues that may impede successful project delivery and coordinates solutions by monitoring and analyzing project metrics, key performance indicators and data dashboards to identify risks, weaknesses, problems, and opportunities.
• Provides subject matter expertise in service design to promote excellence, effectiveness and efficiency in service delivery models. Participates in project and advisory committees to provide service design advice and expertise.
• Prepares recommendations which may involve highly confidential, strategic, operational and/or labour relations issues (such as streamlining processes) and identifies opportunities to generate revenue and/or reduce costs.
• Drives Corporate strategy development with senior leaders, executive sponsors, Steering Committees and other relevant partners to address strategic business opportunities and achieve project goals.
• Introduces new and innovative perspectives to the City of Toronto service design through application of industry best practice service design methodologies.
• Develops and delivers presentations and skills development sessions in order to build innovation and service design capacity throughout the City of Toronto.
• Plans and leads concurrent service design projects, coordinates with clients and partners, identifies potential problems and develops mitigating strategies appropriately and expedites project progress to support client business needs.
• Provides technical leadership to service design teams by creating project plans and establishing priorities, managing the project plan, monitoring quality/timeliness of deliverables, and resolving issues.
• Consults and facilitates conversations to persuade and obtain buy-in from partners using visual design, data visualization and storytelling methods. Facilitates collaborative sessions using various software tools and develops artifacts (e.g. journey maps, ecosystem maps, service blueprints, experience principles, roadmaps).
• Works with project and product teams to map and analyze the current state of services from the users' perspective with the objective of identifying pain points and opportunities to improve the end- to-end user experience and designing a future state for service delivery.
• Negotiates and builds relationships, working in close collaboration with executives and senior management, clients and various partners across the organization to resolve critical, strategic and operational issues and to deliver on major project objectives while ensuring that both City and business priorities are met.
• Develops internal and external partner relationships and consults with clients, vendors, consultants, peers and suppliers on various deliverables.
• Provides client support that reflects individual client needs, resources and understanding of the specific business and service domains.
• Manages requirements gathering including use cases, epics and user stories. Supports requirements sign-off and procurement process, as required.
• Manages team resource utilization, reallocating resources when necessary, across multiple projects.
• Works collaboratively with the Director to assign team members to projects and monitor progress and outcomes.

Key Qualifications:

1. Extensive leadership experience in service design and delivery, preferably within government or a large organization.
2. Expertise in Customer Experience (CX), including user research, UX design, prototyping, usability, journey mapping, and CX methodologies, with a strong understanding of service design, delivery, and business process re-engineering.
3. Knowledge and experience in service design across multiple delivery channels, including digital (web and mobile app), phone, in person, live chat and chatbot.
4. Extensive experience in business transformation projects through discovery, design, and development phases.
5. Post-secondary degree in a related business or technology discipline or equivalent experience leading business transformation initiatives.
6. Certified Customer Experience Professional (CXPA), Human-Centred Design, Design Thinking, UX Design, or Service Design designation or certification would be an asset.
7. Project Management Professional (PMP), Lean Six Sigma or Agile designation or certifications would be an asset.
8. Considerable change management experience combined with strong communications, presentation, relationship, analytical reasoning and negotiation skills.
9. Considerable experience leading cross-functional teams including mentoring and coaching team members. Experience managing in a union environment is an asset.
10. Considerable experience in managing and leading process improvement projects, organizational structure design, business process reviews and strategic plans from concept to implementation focusing on streamlining organizations, processes and costs.
11. Understanding of contact centre operations, including data analytics and industry best practices.
12. Experience with Salesforce CRM, contact centre technology, generative AI, or Power BI would be an asset.
13. Demonstrated ability to establish and maintain an effective relationship with corporate clients, external stakeholders and vendors.
14. Excellent problem-solving, leadership, facilitation, interpersonal, and communication skills.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request Learn more about the City’s Hiring Policies and Accommodation Process