‹ Return to Search

Team Lead, Service Levels

Company: City of Calgary
Location : Calgary,AB
Company Profile

If you are committed to public service, enjoy collaborating with others, share our values have a desire to learn and grow, join The City of Calgary. City employees operate the facilities, deliver the services and run the programs which make a difference in our community. We support work-life balance and offer competitive wages, pension and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

Job Description

As the Team Lead, Service Levels, you will lead the development, delivery and sustainment of a Level of Service business change initiative that advances the Water Utility’s objective to move to a service focused organization that puts the customer at the heart of planning and investment decisions. Levels of Service will support the Utility in providing services based on a consistent and increasingly sophisticated understanding of customer expectations, service performance and risk. You are a positive disruptor, willing to question the status quo and identify new ways of doing things while considering diverse perspectives.

Primary duties include:
• Lead a project team to take a strategic approach to develop and deliver a Level of Service business change initiative. Including facilitating vision and goal setting, developing flexible and iterative plans, building and leading a program team, and managing program delivery and schedules.
• Advance organizational capacity and understanding of current service levels, build capacity to report baseline and target levels of service, explore opportunities to adjust services, further develop performance measurement practices, and increase customer focus
• Build strategic working relationships with various stakeholders (Water Management Team, Special Project Leads, and Subject Matter Experts) to support the delivery of the Levels of Service initiative.
• Make recommendations to incorporate Levels of Service outcomes into decision-making frameworks.
• Provide leadership, staff development, advisory services, coaching, and direction to both direct reports, and Service Levels program team members.
• Provide change leadership across the Utility and the Corporation.

• A degree in a related field such as Business Administration, Management, Economics, or Engineering plus a minimum of 8 years experience working in highly complex environments.
• Demonstrated achievement in the following competencies: critical and systems thinking; program management and decision-making abilities; innovative approach to change management; working independently through ambiguity; judgment and insight to navigate a complex political environment.
• Experience with management consulting, team leadership, and performance measurement.
• A technical understanding of water, wastewater, and drainage infrastructure are strong assets.
• Equivalent combinations of experience and education may be considered

Pre-employment Requirements
• Successful applicants must provide proof of qualifications.

Union: Exempt
Position Type: Permanent
Compensation: Level F $88,307 - 135,252 per annum
Hours of work: Standard 35 hour work week
Audience: Internal/External
Business Unit: Water Resources
Location: 625 25 Avenue SE
Days of Work: This position works a 5 day work week with 1 day off in a 3 week cycle.
Apply By: October 29, 2018
Job ID #: 301165