Service Delivery Improvement Manager

Position SummaryThe Service Delivery Improvement Manager position is best suited for a highly motivated, flexible, creative, and independent candidate with excellent communication, interpersonal, and project management skills to drive effective and efficient responses to special projects.  The work will involve planning, coordination and implementation of demonstrations and trials exploring improvements to delivery of city services, management of the right-of-way for unconventional, time-limited activities such as outdoor dining and non-routine transportation needs, and support for special events when required.  The role may involve delegation to teams responsible for developing and/or implementing innovation.  This Manager will frequently be assigned to organize and lead coordination efforts across departments and entities to implement and trouble shoot deployment.  This work may or may not involve the implementation of new technologies.This position will be staffed in OTIS but may be assigned to work under other Department leaders and/or their deputies as needed. Essential FunctionsPlanning and DiagnosisConfer with the Managing Director, Deputy Managing Directors and select department leads to map out service delivery and operational challenges and match these to Administration PrioritiesPrepare and maintain a prioritized work plan in consultation with Deputy Managing Director identifying candidate initiatives, key partners and proposing timelines and resource requirements.Convene and organize among department leads and problem owners to define specific challenges that can be improved through focused collaboration across multiple entities.In special circumstances stand up deep-dive diagnostic work on behalf of the Managing Director’s Office (MDO) to support improved delivery of clearly defined services and responsibilities that require improvement.Collaboration and Communication Facilitate internal and external engagement to organize teams around advancing initiatives, demonstration efforts and other initiatives to set goals, support and amplify direction provided by the Managing Director and Deputy Managing Directors.Articulate and disseminate direction from Managing Director to achieve meaningful ‘buy-in’ and cooperation from key stakeholders and acceptance of roles and responsibilities.Identify and organize subject-matter experts, department leads to scope initiatives a broad range of possible subject areas within, and adjacent to, the portfolio of the Managing Director’s Office.Build relationships with staff across various City departments to better implement programs and projects.ImplementationOrganize cross-functional and interagency teams to fully scope and implement quick win initiatives to address specified improvement objectives.Identify benchmarks for success, undertake evaluation in collaboration with department leads, and internal and external stakeholders with focus on learning that supports further improvement and scaling of effective practices and innovationSupport and document potential and requirements to build out, scale-up and transfer effectiveIdentify gaps in policy, direction and implementation that threaten success, then propose, undertake and document actions required to achieve goals. DocumentationDocument problem statements, scopes of work, performance, findings and outcomes in a manner suitable for scaling deployments and for establishing and disseminating best practices, scaling deployments.Prepare a quarterly report summarizing accomplishments, updating the work plan and projecting opportunities and resource requirementsCompetencies, Knowledge, Skills and AbilitiesThe is role is envisioned as a flexible internal consultant, capable of working effectively across multiple subject areas by leveraging communication and organizational skills with existing subject matter experts rather than relying on personal expertise or capacity to any exceptional ability learn on the job.Innovation – familiar with state-of-the-art approaches to project management, change management, technology deployment and municipal service deliveryCommunication – Strong written and verbal communication skills with emphasis on interpersonal skills and ability to cultivate strong working relationships with a variety of partners.Inclusion – Ability to work in diverse environments including office settings, work sites, and conducting community outreach.Critical Thinking – Excellent problem-solving skills.  Adaptable and effective working with imperfect information.Entrepreneurship – Action oriented approach with comfort setting goals and achieving results in non-routine and non-recurringPlanning—can accurately scope out projects to their full extent, set goals, and evaluate progress against them.Active Listening—can hear people out; understands the importance of listening to and understanding a wide range of opinions.Organizing – can marshal resources to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information in a useful manner.Partnership – Demonstrated experience developing, and maintaining interdisciplinary partnershipsSuccessful candidates will know the following:Agile management concepts and practicesStakeholder engagement best practices and fundamentals of partnership developmentBest practices in project management, and setting and tracking performance toward project goalsFundamentals of municipal public works project delivery and operation management