Executive Director, Client Services

Government of Manitoba; Winnipeg; On-site; CAD 114,000 - 140,000; Full time

Job summary

The Government of Manitoba seeks a Senior Manager to drive the Client Services branch, ensuring high levels of service delivery and operational excellence. This leadership role requires strategic acumen, strong relationship-building skills, and the ability to manage diverse teams and resources effectively in a dynamic environment.

Qualifications

• Post secondary degree or diploma in relevant field required.
• Extensive experience managing vendor relationships and contact centres.
• Strong communication skills essential for stakeholder management.

Responsibilities

• Lead and manage Client Services branch, advising senior leadership.
• Drive value creation and foster continuous improvement in service delivery.
• Manage financial, human resource, and project objectives within allocated resources.

Skills

Customer relationship management

Leadership

Change management

Financial management

Communication

Education

Post secondary degree or diploma in Management, Engineering, Computer Science, Business

Job description

XM3 Senior Manager 3

Regular/full-time

Innovation and New Technology

Digital and Technology Solutions / Client Services

Winnipeg MB

Advertisement Number: 44310

Salary(s): XM3 $114,235.00 - $139,824.00 per year

Closing Date: June 22, 2025

The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities, languages and perspectives drives a high standard of service and innovation. The Manitoba government supports equitable employment practices and promotes representation of designated groups (women, Indigenous people, persons with disabilities, visible minorities).

Employment Equity is a factor in selection for this competition. Consideration will be given to women, Indigenous people and persons with disabilities.

A copy of the position description is available upon request.

Digital and Technology Solutions (DTS) is the central agency with overall responsibility for Information Technology (IT) and Business Modernization strategy, policy and service delivery for the Government of Manitoba.

DTS provides strategic leadership to continuously improve the Manitoba government's Information and Communications Technology (ICT) environment through planning and implementing solutions to meet current and future ICT needs. Through its Legislative Building Information Systems area, DTS also provides a secure technological environment through highly responsive support services and reliable systems that address business requirements of diverse users within the legislative building environment, where the user community encompasses both government and non-government staff.

The Client Services branch is responsible for managing the day-to-day digital and technology intake processes (e.g. service desk), resolving individual client issues/tickets, managing the technical change management process, and ensuring all provincial infrastructure and enterprise/productive applications perform in accordance with service level.

Conditions of Employment:

• Must be legally entitled to work in Canada
• Must provide and maintain a satisfactory Criminal Record Check
• Must be able to work overtime as required
  
  

Qualifications:

Essential:

• Post secondary degree or diploma in Management, Engineering, Computer Science, Business, or a similar field with extensive experience in customer/client care or business relationship management.
• Experience building and maintaining strong customer relationships with an emphasis on timely resolution of customer concerns while ensuring commitments made to the customer are inline with business strategy.
• Extensive experience managing vendor and contracted partners to deliver on customer facing SLA/SLO and KPI targets.
• Experience managing client contact centre and operations including KPI reporting and managing client escalations.
• Proven ability as a leader with a commitment to create, support and sustain a diverse environment that enables staff to achieve results and to develop for the future.
• Demonstrated ability to leverage opportunities for innovation, find creative solutions to issues, and successfully manage change.
• Management experience with responsibility for human and financial resources.
• Experience translating strategic priorities into clear operational and business plans, and experience with strategic performance management and measurement systems (e.g. Key Performance Indicators, Balanced Scorecards).
• Strong verbal and written communication skills with experience managing internal and external stakeholder relationships.
• Political acumen demonstrated through experience providing strategic advice to senior leaders on complex topics and sensitive issues.
• Strong business acumen with experience in stakeholder, budgeting and financial management.
  
  

Duties:

As a member of the department’s management team, the Executive Director is responsible to lead and manage Client Services branch, provide advice and support to the Assistant Deputy Minister and other government departments.

This role will champion a culture of understanding client needs, building strong relationships, driving value creation, and fostering continuous improvement in service delivery. The Executive Director will leverage principles of Business Relationship Management (BRM) to strategically engage with business areas, exercise business acumen, and shape demand for IT services.

Key responsibilities include:

• Build a respectful workplace culture that promotes diversity, learning and continuous improvement.
• Directly manage a team of staff to achieve service, operational or project objectives.
• Allocate work, support staff development, and monitor performance.
• Lead short and medium term financial, human resource and business planning for the organizational unit within allocated resources and consistent with department and divisional goals.
• Contributes to longer term planning for the entire province through the enablement of digital and technology solutions needed by departmental programs.
• Ensure all branch employees understand how their work connects to division and government objectives.
• Direct the management of the human and financial resources of the branch to deliver on operational and strategic mandates, ensuring the appropriate allocation of resources to maximize efficiency.
• Direct the preparation of authority seeking documents and/or ministerial correspondence.
• Establish collaborative relationships with a variety of internal and external stakeholders.
• Develop and implement accountability mechanisms that include evaluation, performance measures (e.g. balanced scorecards), and reporting for the division.
• Monitor performance measures and outcomes, take corrective action where required, and report to senior leadership.
• Lead the implementation, management, and evolution of DTS’ client operations, change management and support processes which include insourced and outsourced resources, to meet service level objectives while meeting resource and financial constraints.
• Direct the management of support activities for the Province to manage risk and meet Service Level Objectives, financial, and resource constraints constantly evolving the model to stay current with technology trends and client expectations.
• Ensure contracts for client service are proactively reviewed and renewed to ensure high client satisfaction and continuous improvement in services
  
  

Apply to:

Advertisement # 44310

Talent Acquisition - Executive Recruitment

Human Resource Services

608-330 Portage Avenue

Winnipeg, MB , R3C 0C4

Phone: [phone]

Fax: [phone]

Email: [e-mail]

Applicants may request reasonable accommodation related to the materials or activities used throughout the selection process. When applying to this position, please indicate the advertisement number and position title in the subject line and/or body of your email. Your cover letter, resumé and/or application must clearly indicate how you meet the qualifications.

Please be advised that job competitions for represented positions may be grieved by internal represented applicants. Should a selection grievance be filed, information from the competition file will be provided to the grievor's representative. Personal information irrelevant to the grievance and other information protected under legislation will be redacted.

We thank all who apply and advise that only those selected for further consideration will be contacted.

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