Associate Director, Service Platforms & Enterprise Capabilities

City of Vancouver; Vancouver; Hybrid; CAD 121,000 - 161,000; Full time

Job summary

The City of Vancouver is seeking an experienced Associate Director for Service Platforms & Enterprise Capabilities to lead innovative technology solutions that enhance service delivery city-wide. This role demands expertise in digital product strategy and significant leadership experience to drive scalable capabilities efficiently, ensuring a customer-centric approach in public service. The ideal candidate will have a strong background in enterprise application management and agile methodologies, along with the ability to engage stakeholders effectively.

Qualifications

• 10+ years in digital product/platform strategy and implementation.
• 5+ years of leading cross-functional teams.
• Experience in enterprise platform scaling and stewardship.

Responsibilities

• Own the platform strategy and roadmap for enterprise service platforms.
• Direct large-scale technology initiatives including budget management.
• Provide strategic leadership to the technology learning team.

Skills

Digital product strategy

Platform strategy

Agile methodologies

Stakeholder engagement

Human-centered design

Tools

ServiceNow

Cloud services

Case Management tools

Web development

Native applications

Job description

Associate Director, Service Platforms & Enterprise Capabilities

Join to apply for the Associate Director, Service Platforms & Enterprise Capabilities role at City of Vancouver

Associate Director, Service Platforms & Enterprise Capabilities

16 hours ago Be among the first 25 applicants

Join to apply for the Associate Director, Service Platforms & Enterprise Capabilities role at City of Vancouver

Organization

Requisition ID : 43019

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace. Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

The City of Vancouver is seeking an experienced Associate Director, Service Platforms & Enterprise Capabilities to lead the strategy, roadmap, and delivery of technology platforms and reusable capabilities that enable scalable service delivery for the City. Experience with customer-centric digital product and service delivery, and with leading the implementation and stewardship of ServiceNow are key assets. This role will be responsible for directing the strategy to scale enterprise capabilities, ensuring they are designed as reusable functionality for use across digital products and services city-wide. The Associate Director will help shape how enterprise technology enables our City to serve residents and staff more effectively and equitably, while helping the city operate more efficiently.

As a key member of the Digital Service Delivery leadership team, you’ll guide a multidisciplinary group of platform, product, and capability leaders and practitioners to deliver exceptional service experiences to both the public and City staff. You’ll bring strong leadership in both technology and product / platform strategy, enabling teams across the organization to improve outcomes through human-centered, data-driven, and service-oriented methods.

Key Responsibilities

• Own the platform strategy, roadmap, and stewardship for the City’s staff- and customer-facing enterprise service platforms (including ServiceNow and Verint EM Pro) .
• Lead strategy and delivery of core enterprise capabilities (e.g. case management, identity, payments, etc.) to be reused across multiple services and products.
• Partner with internal stakeholders to align platform and product roadmaps with customer, staff, and organizational needs.
• Provide technical and strategic leadership across platforms including ServiceNow, Verint EM Pro, web and native applications, and more.
• Provide strategic leadership to the technology learning team, helping departments leverage enterprise tools effectively.
• Direct large-scale, multi-year technology initiatives, including budget, vendor, and stakeholder management.
• Ensure secure, scalable, and business-aligned delivery of enterprise digital platforms, services and capabilities championing agile methodologies.

Qualifications

• 10+ years in digital product / platform strategy and implementation, with 5+ years of experience leading large cross-functional digital product and / or platform technology teams.
• Proven experience leading the delivery, scaling, and stewardship of enterprise platforms (especially ServiceNow) and customer-facing digital products.
• Deep knowledge of platform / application lifecycle management, agile / hybrid methodologies, and enterprise integration strategies.
• Strong understanding of technologies / platforms like : ServiceNow, Cloud services (Azure), Contact Centre and Case Management tools, web and native app development, and various reporting / integration tools.
• Strong understanding and demonstrated application of human-centred approaches to product and service design and delivery
• Demonstrated success in cross-functional leadership and stakeholder engagement within complex organizations.
• Ability to coach, mentor, and develop large, high-performing teams with experience managing other leaders.
• Experience working in or with the public sector is an asset.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit / Department : IT, Digital Strategy & 311 (1070)

Affiliation : Senior Exempt

Employment Type : Regular Full Time

Position Start Date : 09 / 30 / 2024

Position End Date

Salary Information : Pay Grade RNG-111 : $121,960 to $160,467 per hour

Application Close

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

Before you click Apply now

Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.

Seniority level

Seniority level

Not Applicable

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Government Administration

Referrals increase your chances of interviewing at City of Vancouver by 2x

Sign in to set job alerts for “Director of Services” roles.

Director, Residential Operations (British Columbia)

Director of Operations - Greater Vancouver and Vancouver Island Region

Director of Operations - Greater Vancouver and Vancouver Island Region

Assistant Director of Operations - Rooms Division

Director of Operations - Greater Vancouver and Vancouver Island Region

Burnaby, British Columbia, Canada 1 month ago

Director, Residential Property Operations – Western Canada

Director Western Operations - Commercial Cleaning Services (CCS)

Director of Operations - Greater Vancouver and Vancouver Island Region

Coquitlam, British Columbia, Canada 1 month ago

Director of Operations - Greater Vancouver and Vancouver Island Region

Surrey, British Columbia, Canada 1 month ago

Director, Library Services and Learning Commons

Director, eCommerce Operations (Hybrid or Remote)

Director of Consumer Health Products and Services

Executive Director, Recruitment Services

Richmond, British Columbia, Canada 1 month ago

Director of Community Inclusion & Innovation

Canadian Mental Health Association BC Division : Executive Director, Lower Mainland Branch

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Create a job alert for this search