City of Toronto

Project Manager

• Review, analyze, consult on, and manage escalated issues as well as prepare correspondence on behalf of the Director and Managers to resolve escalated issues.
• Implements detailed plans and recommends policies and procedures regarding program specific requirements.
• Assists in the roll out of change management initiatives to support program and City-wide development, transformation and process improvements.
• Creates, maintains, and updates documentation of key operational workflows/process maps.
• Conducts research into assigned area ensuring that such research considers developments within the field, corporate policies & practices, and legislation.
• Effectively manages time and priorities and oversees assigned projects, ensuring effective teamwork and communication, high standards of work quality, organizational performance and continuous learning.
• Monitors changes to corporate policies and procedures and determines impact on operations.
• Prepares regular reports with trend analysis to the Management Team on such issues as Customer Services measures and Information Management.
• Deals with highly confidential matters such as labour relations, human resources and hiring.
• Makes recommendations to divisional management to support management functions and improve efficiency and effectiveness of service delivery in regard to service optimization and business process simplifications that could result in alternate service delivery, changes in staffing levels, restructuring, and resource allocation.
• Supports modernization and digitization efforts by participating in meetings and discussing ways to optimize existing processes, testing new technology functions and features, and making decisions on system enhancements to improve and streamline coordination across divisions.
• Identifies priorities and develops appropriate responses within the Division on issues such as FOI, labour disruption plans and other sensitive issues.
• Leads staff teams for unique projects, such as Customer Service Improvement, Employee Engagement, with responsibility of training staff.
• Represents the division on Divisional and Corporate workgroup and committees such as Information Management, Business Continuity, Customer Service, Access, Equity & Human Rights.
• Coordinates and maintains ongoing tracking and follow up on Service Area directives with Divisional Management Team such as management information reports, health and safety initiatives.
• Prepares documents for Divisional Management by conducting research, analysis and scrutiny of all applicable materials.
• Acts as a liaison between the division and other divisions across the City, with respect to divisional and operational issues in order to establish, maintain and develop linkages to other divisions, agencies and boards to ensure effective partnerships within the corporation.
• Attends meetings on behalf of the Director, when requested.
• Coordinates and supports the work of divisional and corporate initiatives related to the division.
• Organizes divisional team meetings, events and various communication material as required.
• Makes presentations to senior divisional staff ensuring information on divisional and corporate initiatives and policies is disseminated/understood.
• Provides direction and composes content for the division's website (internal/external), working with Communication staff through design and production.
• Develops reports for Council and briefing notes for the Senior Leadership Team.
• Liaises and consults regularly with Business Transformation and TSD teams to address routine and intermittent system issues and consistently makes technological system recommendations to enhance operations.
• Prepares high level summaries as requested in response to escalated complaints, media inquiries, and legal matters.
• Develops training resources (guides, Standard Operating Procedures, etc.), and works collaboratively with management staff to address customer service and operational challenges.
• Performs other assigned duties as requested and needed.

Project Coordinator

Manager

• Provide leadership and direction on programs, portfolios, and projects and continue to effectively partner with the City's many divisions.
• Manage the development, design, and implementation of interconnected projects and initiatives, working towards business transformation and performance improvement based on business needs and long-term City strategy and goals.
• Develop a program roadmap to represent the planned work across the City, tying together individual projects and programs to organizational strategy, identifying the links and codependency between them.
• Lead and motivate a diverse team of Project Managers and support staff, ensuring effective teamwork, high quality of work and organizational performance while continuing to achieve learning, development, and innovation amongst the team.
• Provide leadership and guidance on issues management and change management.
• Responsible for negotiations with internal and external stakeholders, including leadership, on issues of budget, organizational changes, and project priorities.
• Obtain senior leadership support for projects, programs, and initiatives, with exceptional communication and presentation skills.
• Manage budgets based on project needs and organizational corporate goals, making recommendations based on financial management and forecasting.
• Ensure adherence to the principles of the Project Management Institute (PMI) and PMI's Code of Ethics and Professional Conducts, as well as promoting standardization across program areas relating to project administration, documentation, process, and tracking.
• Manage the vendor process including implementing QA/QC, authorizing payments and making additional recommendations.

Portfolio Manager, Technology Services

Research Analyst

• Provides information, makes referrals, and delivers education on the role and services of the Human Rights Office.
• Screens and triages incoming complaints, concerns, and requests to determine the applicability of the City’s human rights related policies.
• Provides impartial and confidential advice, presenting options and accurate information.
• Responds to incoming correspondence, logs and tracks inquiries, determines required actions, and uses discretion and initiative in routine matters involving a wide range of stakeholders; electronically tracks external mail.
• Facilitates early complaint resolution by offering informed advice, guided discussions, or education.
• Prepares files for transfer when ongoing complaint management or escalation is required.
• Assists with informal, complex complaint resolution by supporting activities such as note‑taking or scheduling coordination for investigations.
• Supports the accuracy and integrity of the inquiry database and case management system, ensuring inquiries are properly tracked, documented, and analyzed.
• Maintains effective communication with clients, divisional representatives, and colleagues, employing diplomacy and negotiation skills to support productive communication between parties in conflict.
• Provides high‑quality service by researching and addressing urgent matters and specific requests in a timely and professional manner.
• Reviews the HRO database, applying qualitative and quantitative analysis to identify key trends.
• Creates reports based on data analysis and supports the development and presentation of findings.
• Reviews City Council and Committee agendas and reports, identifying and analyzing items that may affect the Human Rights Office.
• Oversees the administrative management and use of the Complaints Management System.
• Conducts research and prepares briefing notes reflecting developments in the human rights field, corporate policies and practices, legislation, and jurisdictional trends.
• Reviews and analyzes statistical data, external reports, research studies, and existing or proposed policies relevant to the work of the Human Rights Office.
• Interprets and applies applicable policies to ensure the protection of privacy and confidential information.
• Identifies data‑related issues within the case management system and collaborates with others to develop and implement solutions.
• Supports the HRO’s capacity to collect demographic data related to human rights inquiries.
• Assists the team in ensuring documents meet accessibility standards.
• Manages special projects and performs other duties as assigned.

HRO Complaints & Research Analyst

• To manage teams, work assignments and provide day to day direction on key deliverables within the division.
• To provide project direction and execution, process re-engineering and operational support and drive delivery excellence.
• Develops and implements detailed plans and recommends policies regarding program specific requirements.
• Manages, motivates and trains the unit’s staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work.
• Authorizes and controls vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops, recommends and administers the annual budget for the unit, and ensures that the unit’s expenditures are controlled and maintained within approved budget limitations.
• Leads a multi-disciplinary team of professionals, managing development, performance, providing mentoring and setting the tone for an engaging culture.
• Works collaboratively with the Division’s leadership team and other managers to assign team members to mission teams and monitor progress and outcomes.
• Sets standards and monitor progress for effective project management and execution working closely with Technology Services Division such as project balancing project controls, reporting and governance with agile methods of working that prioritizes progress, adaptability and empowers diverse mission teams.
• Sets standards and frameworks for requirements gathering approaches including use cases, epics and user stories.
• Supports requirements sign off and procurement process as required.
• Proactively identifies and leads ongoing sustainment and continuous improvement initiatives within the Division to support operational stability and excellence Incorporates and leads the business process re-engineering practices within the Division as part of project discovery and design phases including process mapping, value stream mapping, data analytics, business cases & costing and establishment of Key Performance Indicators and Objectives & Key Results.
• Develops analytical frameworks and recommendations for senior management.
• Develops and manages the capital budget for the team, in-house technology and vendors including forecasting and quarterly variance reporting with recommendations to senior management.
• Provides senior management with regular project reporting and lead prioritization exercises for business cycles.
• Supports various team within the Division with technology deployment and testing activities including telephony sustainment.
• Manages team resources utilization, reallocate resources, when necessary, across multiple projects.
• Manages the planning and scheduling of work and ensures the timely completion of quality deliverables.
• Actively review and assess work methods, equipment and software requirements to ensure that the most effective and efficient practices are employed.

Manager, Business Transformation & Sustainment

Consultant

• To manage, organize, and deliver change management consulting services for technology implementations and related processes necessary to ensuring adoption of successful project outcomes for the Technology Services Division projects and its senior management.
• You will coordinate and deliver the required change management of services related to systems development, deployment, technical solutions, and services of appropriate technology in collaboration with service leads.
• Develop and implement targeted and actionable change management strategies and plans that address the needs of technology services projects, maximize leadership alignment and stakeholder/employee engagement, and minimize employee and stakeholder resistance.
• Integrate change management into the project methodology and project plans and works collaboratively with the project lead, team, and vendors to support project steering committees and lead project work groups.
• Support project and program staff in preparing business units for changes and collaborate with training leads to embed change management approaches.
• Lead stakeholder management, including conducting change impact assessments and recommending behavioral adjustments.
• Assess organizational readiness, risks (internal and external) and potential impacts associated with change initiatives, identifies key change management risks, resistance and performance gaps and develops mitigation strategies to minimize negative effects.
• Assess learning and development needs of employees affected by the change to determine scale, complexity and magnitude of learning and development needs.
• Identify gaps and develop plans including resource requirements, budget needs and performance metrics.
• Develop materials for socializing change with Senior Management and executive leadership, including clarifying organizational readiness requirements.
• Collaborate with project managers on stakeholder management, business process reengineering, and training.
• Propose and implement metrics to measure change outcomes.
• Partner with Strategic Communications and divisional management on developing and executing the communication efforts across multiple channels to promote the goals and benefits of the projects.
• Identify the impact of culture on change initiatives, designs approach and plans with awareness of these impacts and identifies aspects of culture requiring change in order to achieve project outcomes.
• Engage senior leaders as requested to ensure sponsorship and alignment for successful project outcomes.
• Establish and maintain strategic links and partnerships with organizational change management leads in other municipal government environments or related business/industry sectors.
• Solicit input and draft content regarding organizational change management for inclusion in Lessons Learned document(s).
• Provide input into and administer assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Support management in assessing and devising solutions from a pragmatic and objective perspective.
• Assume a temporary, short-term managerial/supervisory role in an organization unit during the transition phase of an organizational change project.
• Foster and maintain cooperative working relationships within and external to the organization; establish and maintain contact with professionals in related fields to ensure skills, knowledge and practice are current.

Management Consultant

Designer

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Provide engineering design services for the preparation of complex multi-component preliminary, detailed, final and as-built designs for major roads, sidewalks, development related improvement, streetscaping, and underground works when combined with major roads as part of the City's Capital Works Program.
• Provide design comments and construction estimates regarding the feasibility of various municipal infrastructure projects, budgets and contract tender documents.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work.
• Authorizes and coordinates vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Supervises staff in the delivery of the assigned program.
• Sets and manages organizational performance and quality standards and expectations, ensuring that assigned programs/ projects conform to set standards.
• Supervises, supports, develops and motivates subordinates. Sets and manages performance expectations for staff.
• Ensures effective teamwork, high standards of work quality and organizational performance, client service, continuous learning and staff development.
• Supports and promotes the Division's vision, strategic plan and change initiatives through leadership, participation, communication with direct reports and application of functional policy.
• Provides input to the annual unit operating budget ensuring that expenditures are controlled and maintained within approved limitations.
• Develops and manages client and stakeholder expectations and relationships through effective service agreements, communication and monitoring of commitments and obligations.
• Represents the Division/Cluster/Corporation at a variety of meetings with clients, stakeholders and service providers.
• Accountable for the provision of design services to intra-Divisional clients including detailed design of linear infrastructure, drafting services for engineering and record drawings and subject matter expertise.
• Ensures quality assurance on designs for CADD and technical merit.
• Reviews engineering data and contract drawings (e.g. Digital Terrain Model, plans, alignments, cross sections and profiles), supporting field notes, research materials, digital and hard copy input diagrams.
• Coordinates sign off approvals from various management levels and government bodies.
• Coordinating with utility companies/agencies/approval authorities including Sub-Surface Utility Engineering (SUE).

Supervisor, Design

• Provide research and analysis to support City divisions
• Collaborate on projects related to urban Indigenous issues
• Prepare background studies, reports, and presentations
• Liaise with program areas and support collaboration among divisions

Indigenous Youth Research Associate

• Implements detailed plans and recommends policies/procedures
• Conducts research and prepares business cases and project plans
• Documents and analyzes business processes
• Defines target future state with leaders
• Organizes and conducts proof-of-concept initiatives

Business Transformation Consultant

Salesforce Developer

• Provide expertise and advice in the areas of initiation, analysis, design, development, implementation, and sustainment of enterprise solutions
• Conduct user interviews to determine detailed systems requirements
• Design and develop systems that comply with access and privacy legislation
• Develop systems interfaces between enterprise and departmental systems

System Development Specialist, Salesforce Developer

Customer Support

• Lead the Future of Customer Service at Toronto Building.
• Support the Director of Customer Experience & Deputy Chief Building Official in overseeing customer service operations, ensuring compliance with the Ontario Building Code Act, Building Code, and Rental Renovation Licence By-law.
• Provide leadership to several Managers, including strategic oversight of the General Inquiries, Intake and Issuance & Payments units.
• Develop and implement detailed plans, recommend policies, and manage all section activities through subordinate managers.
• Provide tools, oversight, and guidance to ensure operational efficiency and service excellence.
• Motivate a diverse workforce, address employee relations issues, ensure high performance, and foster innovation and teamwork.
• Create strategic goals which are monitored and implemented throughout the teams.
• Help design and implement functional policies and long-term programs to enhance business performance.
• Monitor section workplans and champion a customer-first approach that improves service delivery and public experience.
• Act as the divisional lead for the Rental Renovation Licence program, ensuring effective intake processes and quick issue resolution.
• Lead internal customer service committees, driving a culture of service excellence across all public-facing teams.
• Manage business process improvements for tenant, landlord, and public inquiries, especially around building permits and licence applications.
• Oversee the collection of fees, including development charges, parks levies, and Committee of Adjustment fees to ensure compliance with standards and oversight.
• Drive continuous improvement, establishing management practices, KPIs, and performance metrics to monitor and improve service delivery.
• Lead large, complex modernization projects including technology upgrades and ensure communication and stakeholder engagement are well-managed.
• Guide Customer Experience Managers in implementing efficient processes and improving permit intake and processing under the Ontario Building Code.
• Coordinate working groups focused on service delivery improvements and legislative compliance, and support senior leadership at Council, Standing Committee, and Community Council meetings.
• Participate in public and stakeholder meetings, and represent the division on regional, provincial, and national groups.
• Advise on technical issues for complex or sensitive construction projects and assist in mediating internal and external stakeholder disputes.
• Prepare reports and presentations for Council and executive consideration.
• Forecast industry trends and demand, recommend service level and budget adjustments and help allocate divisional resources effectively.
• Liaise with City Councillors, respond to constituent inquiries, and represent the division at committee and community meetings.
• Contribute to strategic planning, problem-solving, and goal-setting across the division.
• Act on behalf of the Director of Customer Experience & Deputy Chief Building Official when required and serve as part of the Extended Senior Management Team.

Senior Manager, Customer Experience

Administrative Assistant

• Provides senior level administrative support, advice and guidance on key initiatives and policies.
• Reviews and directs incoming correspondence, phone calls, and initiates responses.
• Manages and schedules daily appointments and activities; arranges meetings and business travel.
• Organizes the daily schedule around urgent requests.
• Co-ordinates daily administrative operation by organizing workload priorities.
• Provides effective work direction, training and guidance and acts as a resource to support staff.
• Co-ordinates the development and implementation of secretarial and administrative standards and procedures.
• Receives and provides initial response including data collection related to telephone calls and correspondence.
• Prepares and processes documents of a confidential labour relations nature.
• Monitors all key reports required for committees and council and ensures deadlines are met.
• Prepares complex calculations and analysis of data.

Bilingual

• Participates as a member of the multi-disciplinary team, providing resident/client information to aid in the development of care plans.
• Attends team meetings.
• Assists the Registered Practical Nurse with resident/client admittances, transfers, and departures/deaths, including familiarization with staff, residents, and surroundings, and personal care.
• Prepares a listing of personal clothing and other belongings upon arrival.
• Observes and reports on resident/client emotional and physical condition.
• Communicates general progress of resident/client, including sudden changes.
• Assists residents/clients with personal hygiene, bathing, dressing, grooming, toileting, etc.
• Provides general care for bedridden residents/clients, such as positioning, assisting with elimination, skin care, delivering food, and feeding.
• Applies topical medications such as skin care creams and lotions, as directed.
• Assists residents/clients in daily exercise program and use of rehabilitative equipment such as wheelchairs, walkers, canes, etc.
• Assists residents/clients with ambulation and transferring using applicable electric/hydraulic/manual equipment and lifting devices.
• Transfers residents to and from dining area.
• Checks residents/clients diet for prescribed consistency, feeds or assists with adaptive eating devices, monitors and logs intake, and provides hygienic and mouth care after meal.
• Collects and cleans dentures as required.
• Prepares and delivers beverages and snacks to residents/clients.
• Loads, unloads, and cleans cart.
• Measures weight and records bowel and bladder output.
• Collects specimens as directed.
• Cleans and shrouds bodies of deceased residents/clients.
• Packs and labels belongings.
• Changes linen, makes beds, and sorts and bags soiled linen.
• Stocks linen cart with clean supplies daily.
• Sorts personal laundry of residents/clients upon delivery and places in drawers and closets.
• Maintains the cleanliness and neatness of resident/client living area and the work unit, e.g. nursing station and rooms.
• Cleans, sanitizes and distributes personal care items such as brushes, combs, and nursing supplies.
• Rinses whirlpool tubs.
• Records observations and personal care provided to residents/clients.
• Promotes emotional well being of residents/clients through discussion, comforting, etc.
• Monitors resident/client safety in accordance with plan of care; implements precautionary measures as ordered by physician, e.g. collecting and securing personal belongings (glasses, hearing, aids, dentures, etc.).
• Reports incidents to Head Nurse or R.N., such as disruptive behaviour, fire hazards, and security problems.
• Participates in organizing and implementing social and recreational programs for residents/clients.
• Assists residents/participants with crafts and use of musical instruments, recreational and sports equipment.
• Reports resident/client participation and progress to R.N or Day Care Centre.
• Escort's residents/clients to outpatient clinics or on outings, as directed.
• Participates in organizing regular and special events for residents/clients, such as birthday parties, picnics, and shopping trips.

Personal Support Worker – Bilingual French/English

• Implements Identity Access Management (IAM) and Privileged Access Management (PAM) solutions to improve the security and oversight of access to systems and networks.
• Aligns access management with the organization’s overall security and governance strategy.
• Ensures technical project deliverables are completed within agreed scope, quality, timelines, and budget using project management tools and methodologies.
• Leads and manages all stages of the project lifecycle.
• Leads and manages the development of detailed scope requirements, budgeting, resource management, planning and scheduling, monitoring and reporting progress; manages and mitigates issues and risks; and reviews, prepares, and executes change requests.
• Develops, manages, and reports on detailed project plans of varying levels of complexity that drive major business transformations.
• Leads, facilitates, and contributes to the design, creation, development, and sustainment of corporate Information Technology standards, including formalized project management methodology, change management, application development, and migration.
• Manages all aspects of assigned projects, including the project charter, project plan and schedule, progress tracking, budget, risk management, issue management, change management, resource management, and quality review/best practices.
• Manages, motivates, and trains unit staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning, and encouraging innovation.
• Supervises the day-to-day operations of assigned staff, including scheduling, assigning, and reviewing work.
• Authorizes and controls vacation and overtime requests.
• Monitors and evaluates staff performance and recommends disciplinary action when necessary.
• Leads, participates in, or oversees the preparation of project budgets and provides financial management, including sole-source requests, contract negotiations, leasing agreements, business cases, and feasibility and cost-benefit analyses.
• Oversees, participates in, or supports recruitment, selection, training, and supervision of assigned project staff.
• Leads, participates in, or oversees the preparation of - or prepares and/or supervises the preparation of - formal contractual documents such as: Requests for Expressions of Interest (REOI), Requests for Information/Proposals/Quotations/Resources (RFI/P/Q/R), Statements of Work (SOW), Memoranda of Understanding (MOU), and Service Level Agreements (SLA).
• Provides leadership in the evaluation, selection, and recommendation of technical solutions and professional services; manages vendors and contractors throughout the overall solution delivery process.
• Identifies and develops cross-departmental/divisional initiatives to produce synergies and economies of scale.
• Negotiates with executive and senior management, clients, and various stakeholders, often with competing and conflicting goals, objectives, and priorities.
• Manages and administers consultants/contractors and projects/contracts; implements quality assurance/quality control procedures; authorizes payments; and recommends additional payments in accordance with the City’s financial authority, by-laws, and contract terms.
• Negotiates and documents project changes involving scope, timelines, and budget.
• Reviews, tracks, evaluates, and reports on consultant and/or contractor progress, expenditures, and performance to ensure adherence to project schedule, budget, scope, and contract terms.
• Adheres to the principles of the Project Management Institute (PMI) and PMI’s Code of Ethics and Professional Conduct to develop and organize project protocols, procedures, relationships, and performance objectives to achieve targets.
• Promotes standardization in areas relating to project administration, documentation, progress tracking, and technical design.
• Assesses and recommends scalable, multi-jurisdictional business and technical solutions that meet client and business requirements within the context of corporate standards, policies, and procedures for information technology and architecture. This includes determining requirements, conducting research and evaluations, and obtaining all necessary approvals and sign-offs.

Project Manager, Technology Services – IAM/PAM

Director

• Champions and delivers design excellence across all aspects of the City’s work.
• Works across city divisions and with external partners to elevate design outcomes.
• Leads research and innovation that positions Toronto as a leader in urban design and heritage.
• Leads staff in the development of innovative, strategic urban design policies, guidelines and practices.
• Directs, manages and assists in the development / design review process and ensures that development projects achieve high quality urban design.
• Oversees the City’s Design Review Panel and celebrates best‑in‑class outcomes through programs such as the Toronto Urban Design Awards, promoting a culture of design leadership and learning.
• Leads the teams responsible for heritage listing and designation, Heritage Conservation Districts, archaeology, and sensitively integrating the City’s heritage with new development through the development review process.
• Directs the graphic and visualization unit in the preparation of presentation material, including legislative mapping (Official Plan and Zoning By-law) and thematic mapping, 3D computer modeling, and digital rendering for both the City Planning and Development Review Divisions.
• Develops, designs and implements functional policies and programs that assist with the delivery of major changes in overall business performance and service delivery.
• Contributes to the continuous improvement of divisional performance through the development and implementation of sound management practices and procedures.
• Provides staff with direction, guidance, processes and tools to increase efficiencies and improve effectiveness of the services provided by this section.
• Directs, through urban design management staff, all activities of the section.
• Leads and motivates a diverse workforce, ensures effective teamwork, provides resolution to controversial labour relations issues, ensures high standards of work quality and organizational performance, supports continuous learning and encourages innovation in others.
• Develops, recommends and administers the annual budget for the section, and ensures that the section's expenditures are controlled and maintained within approved budget limitations.
• Represents the City Planning Division at Council, Community Councils, other standing committees, Agencies, Boards and Commissions and administrative tribunals such as the Ontario Land Tribunal.
• Participates as a member of the management team in advancing the mission of the City Planning Division.
• Advances the Division's strategic direction and vision for urban design to enhance the quality of the public environment, streetscapes, and leads staff through a process of developing long range objectives for the City as a whole.
• Participates in complex organizational and management change initiatives and the creation of a workplace that supports and is conducive to a high level of organizational performance.
• Establishes partnerships with various external and internal stakeholders.
• Facilitates community and inter-departmental participation in complex City-wide policies related to planning and urban design issues.
• Inspires professional staff to think laterally by exploring creative ideas and solutions to urban design challenges.