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Added 16 mins ago
WO
Assistant Clinical Services Manager - Clinical Resource Team
William Osler Health System
Brampton, ON
- Full-time
Works collaboratively with the CSM and program Director to identify gaps in processes, policies and procedures and support the sustainable delivery of excellent patient-centered care;
Added 1 hour ago
HM
Pediatrics
Health Match BC
Chilliwack, BC
- Full-time
…graduates must provide a letter of reference from their residency program director and fellowship…
Added 1 hour ago
PH
Quality Assurance and Compliance Coordinator
Providence Healthcare
Vancouver, BC
- Part-time
Reporting to the Program Director and collaborating with a multidisciplinary clinical team, the Quality Assurance and Compliance Coordinator leads quality assurance measures to ensure the…
Added 2 hours ago
M
Director, People & Culture
Microserve
AB · Alberta, Canada
- Full-time
Microserve is looking for a Director, People & Culture to ensure our people, leaders, and teams have the support, programs, and practices they need to do great work and grow with the…
Added 3 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 3 hours ago
NW
Manager, Employment Programs (Church Location)
Newcomer Women's Services Toronto
Toronto, ON
- Full-time
Translate the organization's strategic plan into annual program priorities, measurable outcomes and workplans, in collaboration with the Director and Assistant Manager.
Added 3 hours ago
SS
Registered Nurse Temporary Casual
Sienna Senior Living
Toronto, ON · North York, ON
- Part-time
Reporting to the Director of Care, the Registered Nurse will play a crucial role in providing high-quality resident care and ensuring the well-being of the residents.
Added 4 hours ago
TO
Manager, eReferral
The Ottawa Hospital
Ottawa, ON
- Full-time
Group (LDG) Program by ensuring the standards, objectives, and goals of the program are met. Reporting to the Director, the Manager oversees day-to-day program operations, including…
Added 4 hours ago
MANAGER DEVELOPMENT ENGINEERING
City of Toronto
Toronto, ON
Develop and implement operational plans, program requirements and operational improvements that enhance service delivery, staff effectiveness and organizational performance.
Added 5 hours ago
TR
Senior Director, GTM AI Product Leader
Thomson Reuters
Toronto, ON · Canada, Toronto, Ontario
- Full-time
We are looking for a Senior Director to own the AI roadmap and strategy for our go-to-market organization: Sales, Customer Success, Professional Services, and Partnerships. You will partner…
Added 5 hours ago
Director - Mobile Engineering, Wealth Technology
Scotiabank
Toronto, ON
The Director – Mobile Engineering, Wealth Technology, is accountable for leading the engineering strategy, technical direction, delivery and ongoing evolution of mobile applications and…
Added 5 hours ago
Director and Head of Operations Engineering
Scotiabank
Toronto, ON
The Director, Operations Engineering will lead strategy, architecture, engineering execution, platform resiliency, and technology innovation agenda for the Bank’s Operations Technology…
Added 6 hours ago
SM
RQ00833 – Program Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Program Manager with extensive experience in program and portfolio management, strategic planning, governance, stakeholder engagement, risk management, and the…
Added 7 hours ago
NS
Human Resources Business Partner - People Services
Nova Scotia Health Authority
Yarmouth Indian Reserve No. 33, NS · Yarmouth, NS
- Full-time
Reporting to the Western Zone People Services Director and working closely with the Senior Human Resources Business Partner and western zone Employee and Labour Relations manager the HRBP…
Added 7 hours ago
WC
Manager, Maintenance - Building Services & Capital Projects (2026-323-HHS)
WoodGreen Community Services
Toronto, ON
- Full-time
The Manager, Building Services & Capital Projects, is accountable to the Senior Director, Housing Operations. The Manager of Building Services & Capital Projects is responsible for the…
Added 7 hours ago
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Advisor, Marketing
CAGBC | Canada Green Building Council
Ottawa, ON
- $72,000 to $81,000 CAD / year
- Full-time
Reporting to the Director, Corporate Communications & Marketing, the Advisor, Marketing, leads the translation of organizational growth priorities into integrated marketing campaigns,…
Added 7 hours ago
OH
Senior Project Manager, Program Initiatives
Ontario Health | Santé Ontario
Toronto, ON
- Full-time
Reporting to the Director, OBSP, OLSP, Initiatives and Systems Delivery, you will partner with internal teams, collaborators, contractors, and vendors to deliver timely, high-quality…
Added 7 hours ago
Nurse Clinician, Skin & Wound Care
Fraser Health
Chilliwack, BC
…Nurse Clinician performs their duties with a unit, hospital, program and/or regional focus and may be required to work at multiple sites across Fraser…
Added 7 hours ago
EG
Event Producer - Hybrid (Project-Based)
Encore Global
Brampton, ON
- Full-time
…production team. They will produce and stage all elements of a program, oversee show staff, forge positive relationships with client and verify final billing. The Event Producer is…
Added 8 hours ago
GO
Director, Workforce Development
Government of Manitoba
Winnipeg, MB
- Full-time
The Director is responsible for the oversight of the regulated profession of Early Childhood Educators in Manitoba. The Director is responsible for the design and delivery of workforce…
Added 8 hours ago
T
Director, Google Gemini Enterprise, Data & AI
Toast
Toronto, ON
- $147,000 to $192,000 USD / year
- Full-time
…platforms and put AI to work at scale. They are looking for a Director to lead the growth and delivery of Google Gemini Enterprise solutions, owning client engagements from AI strategy…
Added 8 hours ago
E
Registered Practical Nurse (RPN) - Casual - Medex
Extendicare
Ottawa, ON · LTC - Medex (Baseline Rd.)
- Part-time
Reporting to the Director of Care (DOC) or Director of Health and Wellness (DHW), the
Added 8 hours ago
RB
Senior Director, DevOps Product Management and Strategy
Royal Bank of Canada
Toronto, ON
- Full-time
The Senior Director of DevOps Product Management and Strategy is a transformation-focused strategic leadership role that will shape RBC's future as a technology-led financial services…
Added 8 hours ago
N
Director of AI Delivery
nesto
Toronto, ON
- Full-time
…through Nesto Cloud. You will be the first leader of client AI delivery. Your mission is to run the program that puts a fleet of AI agents live in Canadian banks’ production environments.…
Added 8 hours ago
TO
Camp Director (Winter Break Camp 2026)
Town of Newmarket
Newmarket, ON
- Temporary
Excellent communication, interpersonal, instructional, written and program delivery skills.

City of Toronto

PROJECT MANAGER 311

Toronto, ON, M5V 3C6, Canada

Salary Range: $105,241.00 - $160,649.00

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Job details

Pay: Salary Range: $105,241.00 - $160,649.00
Apply by: Nov 10, 2026
Working hours: 35 hours per week
Posting language: English
Posted: Oct 26, 2026

Original job description

Job ID: 67733
Job Category: Project Management
Division & Section: Customer Experience, Business Transformation & Sustainment
Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy)
Job Type & Duration: 1 Full-Time, Temporary (12 month) Vacancy
Salary Range: $105,241.00 - $160,649.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 26-Oct-2026 to 09-Nov-2026

The Customer Experience (CX) Division leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.

The Project Manager 311, working within the Customer Experience Business Transformation & Sustainment Unit, leads the planning, management and delivery of the CX Division's capital projects, including 311 State of Good Repair initiatives, such as those related to CRM systems and telephony/contact centre technology, integration initiatives, and complex organizational, operational and culture change projects. The Project Manager 311 develops business cases, recommendations, and progress reports, and advances business process and governance improvements that strengthen service delivery, resource utilization and accountability in support of divisional and corporate priorities.

Reporting to the Director, Strategy, Insights & Planning, the Project Manager 311 works with senior leaders and stakeholders across the City to coordinate project governance, manage budgets and timelines, and lead cross-divisional teams to ensure projects are delivered on time, within budget and to established quality standards.

Major Responsibilities:

Transformation Project Management

Develops and implements detailed plans and recommends policies regarding program specific requirements.
Applies the project management body of knowledge to the planning and execution of multiple capital projects in a municipal context.
Identifies stakeholder requirements including developing, monitoring and executing project plans.
Plans and implements complex organizational, operational and culture change projects.
Manages 311’s State of Good Repair (SOGR) and integration capital projects.
Ensures project staff and Divisional stakeholders complete all assigned deliverables on time, on schedule and on budget and at quality.
Reviews and makes recommendations on project deliverables to ensure City obligations are met and are in compliance with Project Management standards.

Business Process Re-engineering & Continuous Improvement

Conducts research, identifies stakeholder requirements, and analyzes business processes looking for opportunities to optimize operational efficiencies, effectiveness and service delivery to the clients.
Identifies and recommends approaches for addressing program/activity gaps and issues, ensuring alignment with other City and divisional priorities and objectives.
Develops recommendations, analyzes impacts, develops business cases, and action plans to support proposed business solutions.
Focuses on opportunities for improved service delivery, efficiencies, coordination, knowledge sharing, economies of scale, more effective use of resources, and clearer lines of accountability.
Analyzes the impact of project deferrals and develops a business case to ensure that approvals are signed off.

Cross-Divisional Collaboration & Stakeholder Management

Manages and coordinates activities involving 311 stakeholder divisions including co-ordination of stakeholder input, project design, training and model development, and identifies issues and concerns to the Project Team for resolution.
Consults with internal and/or external stakeholder groups throughout the project lifecycle including facilitating workshops, focus groups, and steering committee and workgroup meetings to ensure input into the new governance model.
Leads sub-project status meetings with assigned sub-project teams and ensures execution of the action items documented at project team meetings.
Manages and reports sub-project progress to 311 Senior Management Team with respect to technology, staffing levels, cost, schedule, and deliverables.
Monitors work output and reviews project deliverables.
Supports the evaluation of tender documents and consultant proposals and approval.
Prepares detailed and timely reports, records, schedules, monthly status reports, initiates correction of deficiencies, warranty items as required by the Manager.
Develops and maintains project plans and documentation including templates, spreadsheets, reports, briefing notes, presentations and ensures work stream documentation is classified and maintained in the project document repository.
Prepares reports for the Manager and Director, making recommendations on changes in business methods and processes including appropriate staffing levels and resource allocation.
Assists in the preparation of necessary reports to the Committee and Council.

People Leadership & Administration

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.
Ensures compliance with union Collective Agreements and City policy.

Key Qualifications:

Post-secondary education in a field related to business transformation, change management, business management or an equivalent combination of education and experience. Professional certification in project management, business process improvement, or change management (e.g., PMP, Prosci, Lean Six Sigma, BPM or similar designation) is considered an asset.
Extensive experience leading major enterprise-wide transformation initiatives in a project leadership capacity within a customer service, service delivery, public sector, or related business environment, utilizing project management, change management and process improvement methodologies (e.g., Prosci, Lean Six Sigma or similar).
Extensive experience leading business process re-engineering and redesign initiatives, including assessing current state processes, identifying operational improvement opportunities, developing business cases and recommendations, and implementing sustainable solutions that support service transformation and organizational change.
Experience leading cross-functional teams and delivering large, complex, multi-stakeholder projects, including managing project plans, developing product roadmaps, leading stand-ups, monitoring performance through dashboards, and preparing reports, presentations and briefings for executive sponsors and senior leadership.
Experience introducing AI or automation solutions in an organizational setting, including leading the people side of adoption, is considered an asset.
Ability to effectively manage multiple competing priorities and stakeholder needs while delivering outcomes on complex, highly visible projects, utilizing Agile and other project delivery methodologies.
Ability to support stakeholders in cultural and service transformation and adoption.
Ability to lead, make bold data-driven decisions, transform and influence, while effectively collaborating with stakeholders at all levels.
Ability to supervise, motivate, coach and develop staff, foster a collaborative and high-performing team environment, and effectively manage performance in support of divisional and project objectives.
Superior analytical, interpersonal, problem-solving, and conflict resolution skills, with the ability to navigate complex situations and deliver effective solutions.
Highly proficient in the use of Microsoft Power Suite, SharePoint, Power BI, and Tableau, with familiarity with AI productivity tools such as Microsoft Copilot preferred.

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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More about this job

Responsibilities

The Project Manager 311 leads the planning, management, and delivery of capital projects, including CRM and contact centre technology initiatives. They also oversee business process re-engineering, manage cross-divisional stakeholders, and provide leadership to unit staff to ensure project goals are met.

Requirements

Candidates must have post-secondary education in a relevant field and extensive experience leading enterprise-wide transformation initiatives. Professional certification in project management or business process improvement is considered a strong asset.

Skills

Project Management
Business Transformation
Change Management
Business Process Re-engineering
Stakeholder Management
Budget Management
Strategic Planning
Data-driven Decision Making
Team Leadership
Agile Methodologies
Microsoft Power Suite
SharePoint
Power BI
Tableau
CRM Systems
Telephony Technology

Visa sponsorship

Not detected in the job text

Keywords

Project Management
Business Transformation
Change Management
311
CRM
Telephony
Capital Projects
Business Process Re-engineering
Governance
Stakeholder Management
Agile
Lean Six Sigma
Prosci
BPM
Microsoft Power Suite
SharePoint
Power BI
Tableau
AI
Microsoft Copilot
Municipal
Public Sector
Service Delivery
Budgeting
Strategic Planning
Data Analysis
Team Leadership
Performance Management
Operational Efficiency
Transformation

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