A major Canadian municipality is seeking a Director, Capital Markets & Treasury to lead financial strategy and oversee multi-asset portfolios. This senior executive will provide guidance on investment strategies, manage debt issuance, and maintain the City's financial stability. The ideal candidate has substantial experience in financial leadership, investment management, and regulatory compliance. Strong negotiation skills and the ability to communicate complex financial information to stakeholders are essential for success in this pivotal role. #J-18808-Ljbffr
Job Category: Finance, Accounting & Purchasing Division & Section: Finance and Treasury Services, Office of the Chief Financial Officer Work Location: City Hall, 100 Queen Street West Job Type & Duration: Full Time, Permanent Salary Range: $223,231.00 - $296,400.00, Wage Grade 12 Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 05-March-2026 - 31-March-2026 The City of Toronto is seeking an accomplished and forward-thinking financial leader to serve as the Director, Capital Markets & Treasury. This is a pivotal executive role responsible for guiding the City’s investment strategy, overseeing its multi‑asset portfolios, and ensuring Toronto’s financial stability through prudent, well‑timed debt issuance and long-term financing decisions. As one of Canada’s largest and most complex public‑sector issuers, Toronto operates in sophisticated and constantly evolving capital markets. The Director plays a critical role in positioning the City to navigate risk, preserve liquidity, safeguard public funds, and support major city‑building initiatives through responsible financial management. Reporting to the Chief Financial Officer & Treasurer, the Director is a trusted advisor to City Council, senior leadership, and the Toronto Investment Board, shaping financial strategies that influence both near‑term operations and long‑term economic resilience. The role requires exceptional judgment, political acuity, and the ability to operate confidently in high‑visibility settings, from Council chambers to boardrooms with banks, rating agencies, and large institutional investors. The Director will provide guidance and leadership in the areas of: The Director provides strategic direction and oversight for the City’s capital markets, investment, and treasury functions. You lead the development, implementation, and ongoing maintenance of investment, debt, liquidity, and treasury policies in alignment with legislative and regulatory requirements. You also serve as an advisor to the CFO & Treasurer, the Toronto Investment Board, City Council, and senior leadership on complex financial, capital market, and economic matters. You oversee the City’s full suite of investment portfolios, including short-term, long-term, sinking fund, and both internally and externally managed assets. Delivering expert analysis, recommendations, and comprehensive materials, you will support the Toronto Investment Board in fulfilling its fiduciary responsibilities. The role is also responsible for evaluating external investment managers, consultants, and custodians, negotiating key contracts, and rigorously monitoring performance. Capital Markets, Debt, and Financing The Director leads the planning, structuring, and execution of the City’s debenture issuance program, ensuring alignment with market conditions and corporate financial needs. You monitor capital market trends and provide advice on optimal timing, structure, and scale of debt issuance. You will negotiate financing arrangements with banks, rating agencies, and major institutional partners such as the Canada Infrastructure Bank, FCM, and CMHC. This role also oversees liquidity, cash management, hedging strategies, and comprehensive financial risk management across the corporation. Stakeholder & External Relations You will represent the City to institutional investors, credit rating agencies, and major financial partners, serving as a key ambassador for the City’s financial strategy and performance. Delivering presentations on financial results, economic outlook, and investment strategy, you ensure clear and credible communication. The Director supports transparent investor relations practices to maintain a strong, reputable presence in capital markets. Leadership & Operational Excellence This leadership role is responsible for directing, developing, and motivating a team of senior professionals overseeing capital markets, investments, and treasury operations. You will ensure high standards of financial controls, compliance, reporting, and risk management, maintaining adherence to the Municipal Act, City bylaws, and all corporate financial policies. You will also champion psychological safety within your team, while encouraging innovation, continuous improvement, and operational efficiency across the division. Key Qualifications Extensiveexperience developing and leading large‑scale investment, capital markets, and treasury programs within a public‑sector, financial institution, or institutional asset‑management environment. Extensive experience overseeing or managing complex portfolios that may include fixed income, equities, real assets, or externally managed funds, with responsibility for performance evaluation and risk management. Proven success in public‑sector or large‑scale debt issuance, including bond programs, negotiating with investment banks, managing credit‑rating processes, and determining strategic issuance timing and structure. Provenknowledge of regulatory requirements governing municipal investments, debt limits, risk management, financial controls, and fiduciary responsibilities associated with public funds. Considerableexperience preparing and presenting complex financial information to senior decision‑makers, Boards, or elected bodies, including the ability to provide clear recommendations based on financial analysis and market insights. Considerableexperience leading teams in a complex environment, including workforce planning, performance management, and promoting a culture of accountability and continuous improvement. Post‑secondary degree in finance, economics, business administration, or a related field. Designations such as CFA, CPA, or an MBA are considered strong assets. Equity, Diversity and Inclusion The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity. Accommodation The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process. #J-18808-Ljbffr
A major Canadian municipality is seeking a Director, Capital Markets & Treasury to lead financial strategy and oversee multi-asset portfolios. This senior executive will provide guidance on investment strategies, manage debt issuance, and maintain the City's financial stability. The ideal candidate has substantial experience in financial leadership, investment management, and regulatory compliance. Strong negotiation skills and the ability to communicate complex financial information to stakeholders are essential for success in this pivotal role. #J-18808-Ljbffr
Overview
Job title:
Business Programs & Solutions Specialist (Integration & Platform Solutions Developer)
Employer:
City of Toronto
Job ID:
58595
Job Category:
Policy, Planning & Research
Division & Section:
Economic Development & Culture, EDC Program Support
Work Location:
City Hall, 100 Queen Street West
Job Type & Duration:
Full-time, Temporary - 12 months
Shift Information:
Monday to Friday, 35 hours per week
Affiliation:
Non-Union
Number of Positions Open:
1
Posting Period:
Aug 27, 2025 - Sept 11, 2025
About the Division
The City of Toronto's Economic Development and Culture Division (EDC) strives to make Toronto a place where business and culture thrive. Our objectives are to advance Toronto’s prosperity, opportunity, and livability by fostering employment and investment opportunities, encouraging Toronto’s cultural vibrancy through enhanced cultural experiences, and by engaging partners in the planning and development of the City’s economic and cultural resources.
Job Summary
In this role, you’ll partner with business teams to design and deliver solutions that improve how we operate and make decisions. Sometimes that means customizing or integrating existing platforms like Atlassian, Salesforce and SmartSimple. Other times, it’s about bringing data to life through visualizations with Power BI. At the heart of it, you’ll be finding efficiencies, connecting systems, and unlocking insights that help us work better together. From idea to launch, you’ll be hands-on while also guiding the team through the full development lifecycle. You will also:
Shape solutions that matter – design and deliver applications and integrations that streamline how our teams work and make decisions.
Customize and extend powerful platforms like Salesforce, Atlassian, and SmartSimple to fit our unique needs.
Bring data to life – build engaging dashboards and visualizations in Power BI that help leaders act with confidence.
Connect the dots - create smarter, more efficient ways for systems and data to work together.
Lead from idea to launch – guiding projects through planning, development, testing, and rollout, while keeping business goals front and center.
Collaborate and mentor – work with analysts, teammates, and stakeholders, sharing expertise and helping the team grow.
Major Responsibilities
Implements detailed plans and recommends policies/procedures regarding program specific requirements.
Provides leadership and guidance to staff, fostering teamwork, high performance, continuous learning, and innovation.
May oversee daily operations, including task coordination, scheduling, performance evaluation, and HR-related activities such as vacation approvals and grievance resolution.
Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
Leads a team of IT staff in designing, developing, or supporting solutions to satisfy challenging business needs.
Leads team members through the application development life cycle to produce business solutions in conformance with Corporate and Divisional technical directions and industrial best practices.
Leads various stages of projects and project team members and resources, and collaborates closely with Project Managers, stakeholders and business units.
Leads the definition and evolution of the integrated change management process involving development teams, the Quality Assurance team, and Infrastructure and/or Help Desk teams.
Promotes modern software methodologies and best practices to better meet agile and challenging business needs.
Ensures successful delivery of solutions through proper coordination, change management, resource management, quality assurance, contingency measures and risk solutions.
Prepares business cases, project charters, concept documentation, project plans and related materials that contribute to divisional/City initiatives and the effective use of human fiscal/IT assets and services that will lead to service efficiencies and optimization of resources.
Conducts analyses to measure the effectiveness of business and technology solutions and service delivery methods and processes.
Identifies potential business integration opportunities through knowledge of industry trends and related divisional/City initiatives.
Organizes, participates and conducts prototype or proof-of-concept initiatives with client stakeholders that will assist in the determination of adopting new processes and/or technologies.
Identifies and recommends risk mitigation strategies related to major technology/business process solutions/changes.
Evaluates and makes recommendations on alternative service delivery, new technology solutions and business process methods.
Performs analysis and design duties as well as programming, data modeling, scripting, testing, documentation and deployment preparation.
Liaises and coordinates with team members in the areas of business analysis, development, quality assurance and testing, infrastructure, and various groups in corporate Technology Services.
Monitors and evaluates the functionality of developed applications and makes recommendations for enhancements.
Prepares reports to management supporting recommendations on changes in business technology solutions, business methods and business processes including appropriate staffing levels and resource allocation.
Prepares briefing notes, policy documents, business and evaluation analysis, and communication documents as required to support the Manager.
Develops strategies to ensure information is available and accessible for stakeholders including Council, the public, and staff.
Participates in sustaining and improving infrastructures, methodologies, tools, techniques and standards.
Organizes and provides support on Divisional Technology systems for City staff and external business partners. Oversees issue resolution and monitors service levels and customer satisfaction.
Assists in preparing RFPs, RFQs and participates in evaluating, selecting, recommending technical solutions and in supervising vendors and contracts.
Conducts internal and external stakeholder engagement to inform and substantiate proposed revisions to the Division's business or technology planning.
Hires staff and contract resources to fulfil project needs. Serves on hiring panels and advises fellow managers on hiring decisions.
Ensures compliance with safety and security matters under Occupational Health and Safety legislation and Divisional safety and security policies, including work place accommodations.
Maintains a thorough and continuous awareness of City and divisional policies and initiatives.
Ensures work is undertaken in a manner that complies with and supports City compliance with the Ontario Occupational Health and Safety Act (OHSA), other relevant codes and regulations and City policies. The above reflects the general details considered necessary to perform the principal functions and shall not be construed as a detailed description of all the work requirements inherent in the job.
Key Qualifications
Post-secondary education in Computer Science, Information Systems, Software Engineering, or a related analytical field or an equivalent mix of education and hands-on experience.
Extensive experience with APIs and SQL databases, connecting and streamlining data across systems.
Experience designing solutions that follow best practices in security, accessibility, software quality and sustainability.
Experience configuring or extending off-the-shelf platforms (such as Atlassian, SmartSimple, Power BI or Salesforce) would be an asset.
Experience leading technical teams, such as motivating team members to achieve goals, helping to foster a positive team culture, and suggesting innovations and improvements.
Ability to represent the perspective of software development in cross-functional discussions, including managing stakeholder expectations regarding estimates, and negotiating the scope of deliverables.
Well-developed interpersonal, written, and verbal communication skills, including creating proposals, presenting ideas, and facilitating discussions to resolve issues or introduce new concepts.
Knowledge of principles and methods for analyzing business needs, proposing and assessing suitable options, and designing client-centric solutions, such as user experience design and customer journeys, would be an asset.
Familiarity with relevant government legislation in the area of Occupational Health and Safety, Municipal Freedom of Information and Protection of Privacy Act, Accessibility for Ontarians with Disabilities Act, and other relevant legislation and regulations would be an asset.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development, Information Technology, and Consulting
Industries
Government Administration, Market Research, and Economic Programs
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PROJECT MANAGER/ENGINEER ECS
– City of Toronto
Work Location:
Base – Metro Hall, 55 John Street; Temporary – Union Station, 61 Front Street West (Hybrid)
Job Type & Duration:
Full-time, Permanent (35 hours per week; Monday to Friday)
Hiring Zone:
$106,063.00 – $114,994.00, Wage grade 6.5
Affiliation:
Non-Union
Number of Positions Open:
1
Posting Period:
05-Jan-2026 to 19-Jan-2026
Creating the safe, sustainable municipal infrastructure that makes Toronto livable is the responsibility of our Engineering and Construction Services (ECS) Division, which provides specialized engineering design and construction services to Toronto Water, Transportation Services, Solid Waste Management Services and other City of Toronto Divisions, Agencies, Boards and Commissions, and external clients such as the development industry, Metrolinx, utility companies and other public agencies.
The Engineering and Construction Services division is seeking a highly motivated professional with a passion for municipal infrastructure, excellent communication skills, and demonstrated project management experience. If you are looking for an opportunity to take a lead role in delivering essential municipal infrastructure that serves the City of Toronto’s residents, businesses and visitors, this is an excellent career opportunity!
Project Management Accountabilities
Following best project management practices, and Division guidelines and manuals, you will work on mainly facility projects – from initiation, scoping and gathering of background information, to assisting the client and manager in preparing the capital budget and executing the project up to warranty completion. For projects you manage or support, it will be your responsibility to ensure that all required permits and approvals are secured, stakeholders are identified and consulted, the project is on schedule and expenditures are within budget and annual cash‑flow estimates, finalizing contract payments and implementing quality control/quality assurance for construction.
Technical Expertise and Innovation
Valued for your professional expertise, you will review technical memorandums, alternate/options assessments, engineering reports, multidisciplinary engineering design drawings and contract specifications to ensure design complies with applicable guidelines, standards, specifications and other requirements. You will prepare engineering analysis, justifications and evaluations to recommend change orders for senior management approval or to advise on major issues. You will conduct research and development for the effective resolution of engineering issues, as well as initiate and lead technical studies and projects.
Communication and Stakeholder Management
Adept at communicating with a broad range of audiences, you will represent the City on committees, attend meetings and provide input, manage public complaints during construction, prepare presentations for Councillors, prepare construction notices and complete public consultation in line with project needs. This skill is also vital as you negotiate claims with contractors and consultants, and coordinate continuously with identified stakeholders throughout the execution of the project.
Key Qualifications
A Bachelor of Engineering degree in Civil, Chemical, Mechanical or a related engineering field
Considerable experience in Project Management managing consulting and construction assignments in wastewater treatment, water treatment, water pumping station & reservoir, wastewater pumping station, solid waste management facility, landfills, energy-from-waste, complex chemical/process or other industrial plants, or other relevant projects for municipal water, wastewater or solid‑waste infrastructure
Considerable experience in writing and presenting reports, RFPs/proposals and presentations
A valid Province of Ontario Class “G” Driver’s Licence
A Professional Engineering Licence and membership in good standing with Professional Engineers Ontario (PEO), or licensing as a professional engineer in good standing in another Canadian province or jurisdiction with the ability to obtain a P. Eng. license with PEO
Additional Competencies
Your excellent interpersonal skills and ability to communicate effectively to various audiences, both verbally and in writing, and to establish effective working relationships with a variety of stakeholders, while ensuring delivery of high‑quality customer service
Proficiency using general computer software (e.g. Microsoft Office)
Working in a dense urban environment with competing priorities and deadlines
EQUAL OPPORTUNITY EMPLOYMENT. The City is an equal‑opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
Accommodations
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier‑free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require Code‑protected accommodation through any stage of the recruitment process, please let us know and we will work with you to meet your needs. Disability‑related accommodation during the application process is available upon request.
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Project Management
Industries:
Government Administration, Engineering Services, and Construction
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A municipal government is seeking a Director of Channel Operations to oversee the modernization of its service delivery model. This leadership position requires extensive experience in contact center operations, digital transformation expertise, and a commitment to improving public engagement through technology. The ideal candidate will drive innovation and manage a large team to enhance service quality across various channels. #J-18808-Ljbffr
Job Category:
Audit, Compliance & Inspections
Division & Section:
Auditor General's Office, Auditor General Audit 2
Job Type & Duration:
Full-time, Permanent
Salary Range:
$123,833.00-$170,184.00 (2025 range), TM0322 and WG 8.0
Shift Information:
Monday to Friday, 35 hours per week
Affiliation:
Non-Union
Number of Positions Open:
1
Posting Period:
01-APR-2026 to 13-MAY-2026
The Office of the Auditor General for Toronto is an award-winning leader in performance audit in North America. The Office offers a challenging, rewarding, and collegial work environment that provides the opportunity to make a difference in the lives of Torontonians, and the work of City Councillors and City administrators.
The Auditor General's Office supports City Council in holding itself and City administrators accountable for the stewardship of public funds and the achievement of value for money in their operations. It accomplishes this through value for money/performance audits, information technology and forensic audits, regulatory compliance and other types of audits.
A professional auditor and / or accountant with extensive management experience leading a broad range of performance / value-for-money audits and special projects will welcome this opportunity to play a key leadership role within the City of Toronto Auditor General’s Office.
Responsibilities
The Senior Audit Manager has the following major areas of responsibility and accountability:
Manages and takes ownership of a program of broad scope value for money / performance, operational, and compliance audits and investigations, as well as special projects, by carrying out and / or directing audit team members in the completion of various project tasks which include the following:
Development of the project plan, including determining audit objectives, scope, methodology; assessing risks and internal controls; establishing budget and reporting timelines; and identifying staff resources needed to complete the project;
Development of the audit program and / or evidence collection plan which includes defining the audit criteria (through extensive research of sources such as applicable laws, regulations internal policies and procedures and other authorities); audit procedures and tests; determining what evidence is needed, how the evidence be collected, and how the evidence will be analysed, interpreted;
Completion of assigned audit procedures (interviews, analysis, examination of documentation, site visits, and other testing) in accordance with the project plan and adapting / expanding audit procedures, as necessary, based on issues identified as the audit progresses;
Completion of thorough assessment and analysis and obtaining sufficient and appropriate evidence;
Identification of significant audit issues and improvement opportunities, quantifying cost savings / revenue opportunities, and illustrating non-financial impacts;
Evaluation of audit results, preparation of written summaries of major audit issues (audit observations, conclusions, recommendations) and discussion with senior audit management and auditee;
Leading the preparation of draft audit report for review by the project Executive Lead prior to submission to auditee, Audit Committee and/or other standing committees;
Presentation of audit recommendations and report findings to audited personnel and evaluation of management action plans in response to recommendations
Prepares and / or reviews of audit working papers (including results of data analysis completed using ACL or other analytics software) to ensure that they contain sufficient appropriate evidence supporting the findings, conclusions, and recommendations and ensure that they adhere to Generally Accepted Government Auditing Standards and the Auditor General's Office guidelines
Demonstrates critical thinking in all aspects of work (audit planning, fieldwork, audit finding evaluation, and reporting)
Ensures that assignments are completed within the time and resources allocated and in accordance with departmental policies and procedures and Generally Accepted Government Auditing Standards
Provides in-depth expertise and technical leadership in specialty areas such as enterprise risk management, data analytics, and the audit of information systems, environmental issues, and construction and other capital projects.
Assists in the development, implementation and monitoring of systems and processes undertaken by the Auditor General's Office, including professional standards, quality control, training, planning, administration and financial planning
Conducts audits of internal controls and fraud risks, as required
Assists in formulating and recommending long term and annual audit work plans that incorporate both corporate and departmental priorities
Assists the office's Executive Team in formulating objectives, policies, and priorities for the Auditor General's Office
Supports continuous improvement of the implementation of electronic working papers and integrated software solutions for auditing
Deals with highly confidential and sensitive information affecting City operations, assets and resources
Develops and maintains professional relationships with senior departmental officials, providing objective, fact-based information and value-added and independent advice and guidance with respect to financial, policy, operations, risk and control issues identified through audits and investigations
Ensures that competent and appropriate staff are in place and that they are properly trained and utilized effectively by overseeing their selection, deployment, performance, training and professional development
Coaches staff and provides constructive feedback to develop staff competencies through setting of annual performance objectives, specific project performance reviews and the annual review of staff performance
Develops and implements ongoing productivity improvement measures to ensure cost effective audit services and to implement appropriate project management techniques to monitor and evaluate progress
Ensures that effective relationships and communications are maintained with senior management, the external auditors and other applicable parties, in order to facilitate discussion of audit plans and priorities and to generally promote the benefits of the audit function
Liaises and keeps current on the operations and organization of client departments with particular reference to audit concerns and issues
Maintains professional links with other audit groups and professional associations in order to keep current with developments in the audit field
Performs other duties as assigned by the Auditor General or Auditor General’s Office Executive Team, which are unplanned, or of a transient nature and are consistent with the above job summary and duties
Key Qualifications
A Professional Accounting Designation (such as CPA) or Audit Certification (such as CIA, CGAP, or CISA), or a sufficient and appropriate combination of skills and extensive experience in the field of performance (value-for-money) auditing in accordance with Generally Accepted Government Auditing Standards.
Extensive management experience in the audit field in the execution and management of a broad scope of performance audits and special projects, as well as staff. Extensive management experience in executing and managing performance audits in accordance with Generally Accepted Government Auditing Standards is preferred.
Extensive senior management experience in managing staff and audit project teams, and developing staff through providing constructive feedback setting annual performances objectives, and completing performance reviews.
Experience in leading or conducting audits of social services, police services, transit agencies, or experience in information technology, forensic investigations, enterprise risk management or risk assessment, program evaluation, or data analytics, would be considered an asset.
Comprehensive in-depth knowledge of all aspects of audit principles, practices, techniques and standards, and specifically Generally Accepted Government Auditing Standards.
Considerable Experience with data analytics applications and visualization tools (such as ACL, TeamMate Analytics, Tableau or Power BI, etc.) and performing data analytics as part of audits or other special projects which assist in the collection and analysis of electronic data would be an asset. Experience with TeamMate or other audit management software is strongly preferred.
Strong analytical, project management and problem solving skills.
Good knowledge of management principles, practices and techniques.
Excellent interpersonal and communication skills, specifically with the ability to write clear and concise reports and deliver effective presentations.
Ability to work in a multi-disciplinary setting and team environment.
Ability to work with minimum supervision.
Ability to deal with senior management on a variety of complex and sensitive issues.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
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A major city government is seeking a Senior Data Solutions Integrator to transform public service delivery through data innovation. This role emphasizes data analytics, strategic leadership, and mentoring within the Social Development team. The ideal candidate will have extensive experience in data management, geospatial tools, and excellent communication skills, ensuring impactful contributions to the city’s initiatives. #J-18808-Ljbffr
IT Infrastructure Monitoring & Event Management Lead - ServiceNow Event Management (Senior Technical Support Specialist 1)
Responsible for leading the City’s IT infrastructure monitoring & event management service line, leveraging ServiceNow as the City’s enterprise platform for monitoring & event management, reporting to the Manager, IT Service & Asset Management.
Major Responsibilities
Provide team leadership, technical guidance, and subject matter expertise for the IT Infrastructure Monitoring & Event Management team using ServiceNow Monitoring & Event Management.
Review and expand the service line to ensure it aligns with the City’s evolving operational needs, strategic priorities, and modernization objectives.
Lead and oversee the successful delivery of the IT monitoring & event management modernization initiative, focusing on the transition from legacy tools to ServiceNow.
Engage and coordinate professional services to design, implement, and rollout the infrastructure monitoring & event management platform in ServiceNow.
Oversee the implementation and configuration of ServiceNow Event Management policies, alert rules, correlation logic, and operational thresholds.
Plan, manage, and support integration of third‑party monitoring tools into ServiceNow to centralize alert visibility and streamline response.
Develop and maintain real‑time monitoring dashboards, health reports, and executive summaries using ServiceNow and native reporting tools.
Integrate ServiceNow Monitoring & Event Management with Incident, Major Incident, and Problem Management workflows to ensure seamless alert-to‑incident creation and triage.
Support onboarding of new infrastructure, applications, and business services into the platform and ensure operational readiness through proper alert configuration.
Lead the development of procurement documentation including RFPs, RFQs/RPQs, and RFSs related to enterprise monitoring transformation and tool procurement.
Manage stakeholder engagement with internal divisions and service owners to validate monitoring requirements, share insights, and drive adoption.
Supervise and support team members, providing coaching, mentoring, work assignment, and performance feedback to build technical depth and operational excellence.
Report on key performance indicators (e.g., event volume, MTTR, false‑positive ratio, service availability impact) and identify opportunities for continuous improvement.
Liaise with vendors, partners, and internal teams for tool maintenance, upgrades, and continuous improvement.
Key Qualifications
Extensive experience in IT infrastructure monitoring & event management, including implementing and managing large‑scale monitoring platforms.
Hands‑on experience implementing and managing ServiceNow IT Operations Management (ITOM) Monitoring & Event Management in a large, complex environment.
Expertise in planning, configuring, and maintaining ServiceNow monitoring solutions, including event correlation and automated alerting.
Experience integrating third‑party monitoring & event management tools into ServiceNow, leveraging APIs, log forwarding, and MID Server configurations.
One of the following ServiceNow certifications is mandatory:
ServiceNow Certified System Administrator (CSA) or ServiceNow Event Management Certified Implementation Specialist (CIS).
Experience leading enterprise‑scale modernization or transformation initiatives, coordinating professional services engagements, and overseeing technical project delivery.
Experience integrating monitoring & event management functions with Incident, Major Incident, and Problem Management processes.
Leadership experience supervising technical staff, assigning work, setting performance expectations, coaching, mentoring, and promoting a culture of service excellence.
Diversity Statement
At Aliant Resources, we are committed to building a workforce that reflects the communities we serve and to promoting a diverse, anti‑racist, inclusive, accessible, merit‑based, respectful and equitable workplace.
Accessibility Statement
Aliant Resources is dedicated to making our recruitment process accessible to everyone with or without a disability. We adhere to workplace accessibility standards to ensure that individuals with disabilities can fully participate in employment opportunities. We understand the importance of identifying and removing barriers and we strive to provide an inclusive experience for all candidates.
Workplace Accommodations
We offer workplace accommodations throughout the recruitment process and all aspects of employment consistent with the requirements of the AODA. If you require workplace accommodations due to a disability, injury, illness, or any other condition that may affect your ability to apply online or perform essential job functions, please reach out to us at accommodations@aliantresources.com. Your request will be answered and we will collaborate with you to provide appropriate workplace accommodations as appropriate.
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Join to apply for the
DIRECTOR CHANNEL OPERATIONS
role at
City of Toronto .
Job ID:
59495
Job Category:
Customer Service
Division & Section:
Customer Experience, CX Channel Operations
Job Type & Duration:
Full-time, 1 Permanent Vacancy
Shift Information:
Monday to Friday, 35 hours per week
Affiliation:
Non-Union
Number of Positions Open:
1
Posting Period:
03-SEP-2025 to 17-SEP-2025
Are you a visionary Contact Center leader with a passion for innovation, data, and emerging technologies? Do you thrive at the intersection of customer experience, operations, and digital transformation? The City of Toronto is seeking a
Director Channel Operations
to lead the modernization of its service delivery model—someone who is client-centered, tech-savvy, and AI-focused, with a strong operational mindset and a drive to elevate service excellence through innovation.
This role provides strategic leadership to the Customer Experience (CXD) Division head by leading the Toronto 311 contact center, a 24/7 data hub and multi-channel interface with the City's internal divisions and residents. You will champion the use of AI, automation, and digital content strategies to transform how residents, businesses, and visitors engage with the city.
The Director will drive organizational change, foster a culture of innovation, and implement cutting-edge solutions to streamline workflows, enhance responsiveness, and deliver measurable improvements in service quality. Success in this role requires proven expertise in contact center transformation, exceptional leadership skills, and a passion for using technology to improve public trust and engagement.
Major Responsibilities
Lead the development of a content-driven, tech-enabled CX strategy that leverages AI, automation, and digital tools to enhance service delivery across all channels.
Develop a transparent roadmap with clear goals, KPIs, and benchmarks focused on digital transformation and customer-centric outcomes.
Design and implement functional policies and programs that drive innovation and long-term performance improvements.
Champion the integration of AI-powered insights and content personalization into service hubs, contact centres, and digital platforms.
Provide strategic oversight of a 250+ team, ensuring they are efficient, equitable, and digitally optimized.
Foster a culture of innovation, continuous learning, and collaboration, encouraging staff to explore emerging technologies and content solutions.
Collaborate with divisions to modernize service delivery, using data, content intelligence, and AI to streamline customer journeys.
Lead change management and engagement efforts to support the adoption of new technologies and content strategies.
Build strong relationships with stakeholders to align on tech-forward strategies and resolve competing priorities and challenges.
Represent the Division on committees and task forces, advocating for AI and content innovation in city-wide initiatives.
Key Qualifications
Proven leadership experience in large-scale, contact center customer service operations, with a strong focus on digital transformation and content strategy.
Deep expertise in channel operations modernization, including the use of AI, automation, and emerging CX technologies to drive operational excellence.
Demonstrated success in leading change and innovation within complex organizations, navigating diverse stakeholder needs.
Experience in omni-channel management, with a strong understanding of enterprise-wide CRM systems, content platforms, and AI tools.
Strong background in employee relations and policy adherence, with the ability to lead through transformation.
Financial acumen in managing budgets and aligning resources with strategic tech initiatives.
Commitment to embedding equity, accessibility, and inclusion into all aspects of planning and operations.
Exceptional communication and stakeholder engagement skills, with a history of building partnerships around tech and content innovation.
Strong analytical and critical thinking skills, with the ability to identify emerging issues, prioritize them, and develop effective strategies to address them.
Excellent communication and negotiation skills to engage with key leadership, present reports to Council and Standing Committees, and build support for initiatives.
Political acumen and the ability to navigate complex political and executive landscapes, effectively managing competing goals and priorities while maintaining positive working relationships.
Sound judgement with an ability to work on confidential and sensitive matters.
Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation and a thorough working knowledge of the Ontario Human Rights Code, the Occupational Health & Safety Act, Accessibility for Ontarians with Disabilities Act, Employment Standards Act and Municipal Freedom of Information Act.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to
employment equity .
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
Seniority level
Director
Employment type
Full-time
Job function
General Business and Business Development
Industries
Government Relations Services
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