We are looking for an innovative Service Improvement Lead to join the Urban Planning & Economy Department. In this solution driven role, you will directly enhance the delivery of essential services to the public and our community partners. You'll spearhead strategic initiatives to identify, analyze, and implement major improvements to processes, systems, and overall customer experience, with a strong focus on leveraging technology and innovation. You’ll be guiding service delivery enhancement and operational efficiency across the end-to-end planning and land development processes.This role is perfect for a self-motivated expert in process improvement and change management who is ready to take on complex, city-wide challenges with a high degree of independence and professionalism. If you thrive on leading through influence and creating real, measurable change that improves the quality of life for all Edmontonians, this is your opportunity.
Urban Planning & Economy is a forward-looking department that plans, promotes and advocates change that moves this city towards the Edmonton envisioned by the City Plan (https://bit.ly/3RZcCaA) - to become a more vibrant, prosperous, equitable and climate resilient community. Core services include: zoning, subdivision, servicing agreements, permitting, licensing, inspections and compliance. You can learn more about some of our recent service improvements at edmonton.ca/serviceimprovements.
What will you do?
Lead high-priority, complex service improvement initiatives from concept to completion, ensuring projects are within communicated timelines and budgets
Design and implement a holistic approach for change, covering project management, change management, communication, engagement, monitoring, and feedback loops
Provide subject matter expertise, coaching, and guidance to team members, promoting the adoption of diverse improvement approaches like Lean/Six Sigma, service design, and human-centered design
Conduct engagement sessions with a variety of internal work teams and external organizations to understand challenges, gather support, and communicate changes
Serve as a bridge between frontline teams and IT functions, translating service needs into technical requirements to ensure seamless integration of new tools
Provide day-to-day operational leadership, mentorship, and direction to project teams, leading through influence and delegation to empower team members
Develop robust analysis and provide strategically aligned recommendations to the Department Leadership Team, Executive Leadership Team, and City Council on project decisions and progress
Minimum Bachelor’s Degree in Business, Public Administration, Social Sciences, Planning, Engineering or a related field
Master’s degree preferred
Minimum of 7 years of progressively responsible project management experience involving multiple partners, with at least 2 years experience in a leadership capacity, and inclusive of one to two years of experience working within the public sector
Assets:
Course work/training/certification in project management, change management, facilitation/engagement, training/education, process improvement, service design and/or leadership training would be an asset
Skills required for success:
Strong skills in project management, including defining scope, managing timelines, risk management, controlling costs, and resolving project-related challenges independently
Exceptional change management and political acumen
Demonstrated leadership and management of process/service improvement projects, and building multi-disciplinary high performing teams.
Demonstrated ability to guide teams and affected parties through transitions, anticipate resistance, build buy-in, and navigate the complex political, social, and economic environment
Proven ability to lead and guide cross-functional teams without formal authority, relying on expertise, communication, and the ability to build consensus and empower others
Expert problem solving and analytical thinking
Well-developed conceptual and strategic thinking skills to resolve complex, sensitive, and non-routine issues, requiring a high degree of creative and original thought
Excellent verbal and written communication skills, including a strong ability to facilitate discussions, present reports, and negotiate to gain support for significant change
Understanding of land development processes and affected parties
Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
Embracing a culture of equity, diversity, reconciliation and inclusion
Applicants may be tested
Work Environment:
Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits.
Up to 1 permanent full-time position
Hours of Work: 40 hours per week.
Salary Range: $49.690 - $63.408 (Hourly) $103,752.72 - $132,395.90 (Annually)
Talent Acquisition Consultant: DM/VH
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
