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Added 36 mins ago
WC
Manager, Maintenance - Building Services & Capital Projects (2026-323-HHS)
WoodGreen Community Services
Toronto, ON
- Full-time
…an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for…
Added 1 hour ago
OH
Director, System Strategy, Planning, Design & Implementation
Ontario Health | Santé Ontario
North Bay, ON
- Full-time
As Director, Planning and Implementation, you will lead health system strategies that respond to regional needs and advance integrated, equitable care. Reporting to the Vice President,…
Added 1 hour ago
VS
Senior Manager, Finance
Vancouver School Board
Vancouver, BC
- Full-time
Reporting to the Executive Director, Finance, the Senior Manager - Finance is responsible for leading VSB’s core accounting operations, including financial accounting, treasury, and…
Added 1 hour ago
Associate Manager, Financial Underwriting Practices
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
With a singular focus on financial underwriting, this role supports the Director, Financial Underwriting, in the analysis and assessment of new business insurance applications.
Added 1 hour ago
RB
Senior Manager, Special Loans
Royal Bank of Canada
Toronto, ON
- Full-time
Reporting to the Director, GRM you will contribute to strategic business priorities by successfully creating and retaining survivors, maximizing revenue while minimizing costs, leveraging…
Added 2 hours ago
N
Director of AI Delivery
nesto
Toronto, ON
- Full-time
…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. As our Director of AI Delivery, you'll…
Added 2 hours ago
PB
Account Executive, Group Business
Pacific Blue Cross
Burnaby, BC
- Full-time
…those insights into practical plans, projects, processes, and solutions that support both the client experience and operational…
Added 2 hours ago
N
Director of AI Delivery
nesto
Montreal, QC
- Full-time
…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. As our Director of AI Delivery, you'll…
Added 2 hours ago
EI
Project Manager
EBC Inc.
Mississauga, ON
- Full-time
…(Infrastructure Ontario) Project under the direction of a Project Director and\or Senior PM under the VP -…
Added 2 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
…positions us to serve customers who seek differentiation through solutions that provide speed, flexibility and maximum productivity. This capability is at the core of our mission and…
Added 3 hours ago
TP
Technology Delivery Manager
Toronto Pearson International Airport
Toronto, ON
- Full-time
Reporting to the Associate Director, Technology Delivery, the Technology Delivery Manager is responsible for leading the end‑to‑end technical delivery of digital solutions that enable…
Added 3 hours ago
GG
Electrical Engineer
Giampaolo Group Inc.
Brampton, ON
- Full-time
Reporting to the Senior Director, Engineering and Maintenance, the Electrical Engineer will provide support across a variety of functional groups by providing innovative solutions that…
Added 3 hours ago
AC
Human Resources Business Partner
Air Canada
Dorval, QC
- Full-time
Reporting to the Senior Director Human Resources, the Human Resources Business Partner will act as a business partner to the Corporate, Commercial and/or Operational branches and will…
Added 4 hours ago
GT
Technology Delivery Manager
Greater Toronto Airports Authority
Toronto, ON
- Full-time
Reporting to the Associate Director, Technology Delivery, the Technology Delivery Manager is responsible for leading the end‑to‑end technical delivery of digital solutions that enable…
Added 4 hours ago
R
Senior Manager, Special Loans
RBC
Toronto, ON
- Full-time
Reporting to the Director, GRM you will contribute to strategic business priorities by successfully creating and retaining survivors, maximizing revenue while minimizing costs, leveraging…
Added 4 hours ago
TT
Data and AI Lead, Development and Governance
Tundra Technical Solutions
Mississauga, ON
- $120,000 to $130,000 CAD / year
- Full-time
…supports artificial intelligence, automation, integration and data solutions. This individual is a primary builder and technical expert for AI-powered business solutions, process…
Added 5 hours ago
UO
Review Counsel
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Director, the Review Counsel is responsible for overseeing all work done on behalf of a client and is the lawyer responsible for each file. The incumbent is responsible for…
Added 5 hours ago
OH
Director, System Strategy, Planning, Design & Implementation
Ontario Health
North Bay, ON · Sault Ste. Marie, ON · Sudbury, ON · Thunder Bay, ON · Timmins, ON
- Full-time
As Director, Planning and Implementation, you will lead health system strategies that respond to regional needs and advance integrated, equitable care. Reporting to the Vice President,…
Added 5 hours ago
NC
Senior Manager, Tax (Contract)
Northleaf Capital Partners
Toronto, ON
- Contract
…developing specific private markets products and investment solutions for insurance and wealth management…
Added 5 hours ago
GT
Electrical CAD Designer
GeoSpectrum Technologies, Inc
Dartmouth, NS
- Full-time
GeoSpectrum Technologies was founded in 1994 by friends who wanted to work together and build a collaborative workplace where employees take pride in contributing to cutting‑edge technology…
Added 5 hours ago
GT
Electrical Engineer
GeoSpectrum Technologies, Inc
Dartmouth, NS
- Full-time
GeoSpectrum Technologies was founded in 1994 by friends who wanted to work together and build a collaborative workplace where employees take pride in contributing to cutting‑edge technology…
Added 5 hours ago
C
Director, Workplace Strategy
CIBC
Toronto, ON
- Full-time
As a member of the Enterprise Real Estate and Workplace Experience team, you’ll help shape a modern, connected, inclusive, and high-performing workplace experience across CIBC’s real estate…
Added 5 hours ago
CE
Senior Manager, SCM Operations Category Management
Cenovus Energy
Calgary, AB
- Full-time
…category management across Cenovus assets. Reporting to the Director, SCM Operations, the successful candidate will lead a high-performing team and collaborate closely with multiple…
Added 5 hours ago
Fire Protection Specialist
Westinghouse Electric Company, LLC
Kitchener, ON
Are you interested in being part of an innovative team that supports Westinghouse's mission to provide clean energy solutions? At Westinghouse, innovation is in our DNA. We are creative. We…
Added 5 hours ago
NC
Senior Manager, Tax (Contract)
Northleaf Capital Partners
Toronto, ON
- Full-time
…developing specific private markets products and investment solutions for insurance and wealth management…

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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