Department: Corporate Services

Division: Information Technology Services

Location: Civic Centre (Hybrid)

Status: Permanent, Full Time

Hours: 35 hours per week

Number of Positions: 1

Salary: $148,377.60 to $173,580.80 per hour

Date Posted: October 5, 2026

Date Closing: October 19, 2026

Position Summary

Provides strategic and operational leadership for the design, delivery, modernization and product ownership of the Town's resident-facing and business-facing digital services and designated enterprise applications. The Manager leads digital transformation, web and online services, CRM and Salesforce, case and work management solutions, custom applications, APIs and application integration, digital customer identity, accessibility, quality and modern software delivery. Working across the organization, the role translates corporate priorities and service needs into user-centred, secure and sustainable digital solutions, while partnering with IT Infrastructure, Security & Support to transition solutions into reliable production operations.

Responsibilities

Digital Transformation and Portfolio Leadership

- Translates corporate priorities, business needs and resident expectations into practical digital transformation roadmaps, delivery plans, product priorities and measurable outcomes aligned with the corporate Information Technology and Digital Strategy established by the CIDO.
- Leads complex cross-departmental transformation initiatives from discovery, service design and process redesign through implementation, adoption, sustainment and continuous improvement.
- Manages a transparent digital delivery portfolio, balancing public value, service outcomes, legislative and accessibility obligations, risk, urgency, dependencies, capacity, budgets and total cost of ownership.
- Provides trusted advice to the CIDO, senior leadership and service owners on digital opportunities, application modernization, delivery options, implementation risks, investment decisions and emerging capabilities.

Digital Product and Application Ownership

- Owns the functional and product lifecycle of designated resident-facing, staff-facing and enterprise business applications, including product strategy, roadmaps, service outcomes, enhancement priorities, backlog, releases and continuous improvement.
- Establishes clear business, product, technical and operational ownership models for applications, including accountable service owners, data owners, support responsibilities and lifecycle decisions.
- Uses user feedback, service analytics, performance measures and business outcomes to prioritize improvements and ensure digital products continue to meet resident and staff needs.
- Oversees application portfolio rationalization, licensing, capacity, lifecycle costs, technical debt and opportunities to consolidate capabilities, retire duplication and maximize value from enterprise platforms.

Web, Digital Services, User Experience and Accessibility

- Leads the end-to-end delivery and modernization of public websites, digital forms, portals, online services, enterprise web applications, reusable components and Content Management System capabilities.
- Champions user-centred and service-design practices, ensuring digital solutions are simple, consistent, responsive, accessible and designed around resident and staff journeys.
- Embeds AODA and applicable WCAG Level AA requirements into procurement, design, content, development, testing, implementation and vendor acceptance, and establishes practical accessibility quality controls.
- Uses analytics, usability testing, accessibility testing and service-performance measures to identify friction and continuously improve digital experiences.

CRM, Salesforce, Case and Work Management

- Provides strategic leadership for CRM, Salesforce, case management, workflow and work-management capabilities that support consistent service delivery, business-process automation and enterprise information needs.
- Leads Salesforce and CRM product strategy, platform governance, solution delivery, release and environment planning, data migration, integrations, application lifecycle management and adoption.
- Partners with service owners and business leaders to translate requirements into scalable solutions while minimizing unnecessary customization, duplication and technical debt.
- Oversees platform licensing, capacity and lifecycle costs and identifies opportunities to reuse common capabilities, standardize processes and improve return on investment.

Software Engineering, APIs and Application Integration

- Establishes modern software engineering and application-delivery standards covering solution design, development, source control, code review, automated testing, release management, environment management, CI/CD and technical documentation.
- Leads the design and delivery of secure APIs and application integrations connecting digital channels, enterprise applications, line-of-business systems, data platforms, GIS services and external services using reusable, supportable and well-documented patterns.
- Provides technical leadership and delivery oversight for modern web and application technologies while enabling teams to adopt fit-for-purpose technologies and open standards as needs evolve.
- Promotes sound application data practices, including data quality, ownership,



metadata, privacy, records and information management and responsible data sharing in collaboration with accountable corporate partners.

Cloud Application Delivery, DevOps and Digital Customer Identity

- Leads cloud-native application delivery and application DevOps within corporate cloud environments, including application CI/CD pipelines, deployment automation, application observability, platform-as-a-service and fit-for-purpose container or serverless services.
- Leads delivery and integration of resident/customer identity capabilities for digital services, including registration, authentication, application authorization, single sign-on and standards such as OAuth 2.0, OpenID Connect and SAML, while workforce identity platforms remain operated by IT Infrastructure, Security & Support.
- Ensures digital solutions comply with corporate architecture, cybersecurity, privacy, records-management and technology standards, embedding security-by-design and privacy-by-design throughout the solution lifecycle.
- Collaborates with IT Infrastructure, Security & Support on cloud infrastructure, network connectivity, security controls, identity dependencies, production monitoring, backup/recovery requirements and operational support.

Agile Delivery, Quality, Release and Operational Readiness

- Establishes practical Agile and product-delivery practices using Scrum, Kanban or hybrid approaches as appropriate, with disciplined backlog management, planning, estimation, demonstrations, retrospectives and transparent delivery metrics.
- Ensures requirements, user stories, acceptance criteria, designs, dependencies and non-functional requirements are sufficiently mature before development begins and that scope changes are actively managed.
- Establishes fit-for-purpose quality practices covering functional, integration, regression, accessibility, security, performance and user-acceptance testing.
- Owns application release planning and production deployment coordination, ensuring solutions meet defined operational-readiness criteria before go-live and that documentation, training, support models and knowledge transfer are complete.
- Retains product ownership and Level 3/development support for designated applications while partnering with IT Infrastructure, Security & Support for Level 1/Level 2 operational support, infrastructure operations, service management and incident coordination.

Business Partnership, Organizational Change and Service Adoption

- Builds strong partnerships with business leaders, service owners, subject-matter experts and corporate partners to define outcomes, establish priorities, remove barriers and align transformation work with operational realities.
- Leads business engagement, service design and adoption planning for digital change, ensuring new processes, roles, training, communications and support arrangements are ready for implementation.
- Facilitates cross-functional decision-making, resolves competing requirements and helps business areas redesign services rather than simply automate existing processes.
- Represents Digital Transformation and Delivery in corporate governance forums, major programs and cross-departmental initiatives.

Vendor, Procurement and Financial Management

- Leads or supports procurement for digital platforms, software and professional services, including requirements, market assessment, RFP/RFQ activities, evaluation, negotiation, contract award and implementation planning.
- Develops and manages Statements of Work and vendor performance across multiple delivery streams, with clear outcomes, estimates, milestones, service levels, risks, quality expectations, acceptance criteria, escalation and knowledge transfer.
- Develops and manages operating and capital budgets, forecasts, invoices, application licensing, cloud application consumption and contractual commitments for the Digital Transformation and Delivery portfolio.
- Promotes value for money, interoperability, open standards, portability, reuse and sustainable lifecycle funding in digital investment decisions.

Human Resources Management and Team Leadership

- Leads employees, project teams, contractors, consultants and vendor resources by setting clear priorities, responsibilities, delivery expectations and accountability for outcomes.
- Builds a collaborative, inclusive, respectful, innovative and results-oriented culture through visible leadership, coaching, mentorship and effective communication.
- Leads performance management, employee development, workforce and capacity planning, succession planning, recruitment and other people-management responsibilities in accordance with Town policies and applicable collective agreements.
- Strengthens digital, technical and delivery capability through standards, knowledge sharing, cross-training, communities of practice and targeted professional development.

Other Responsibilities





- Participates in the Town's Health and Safety Program; ensures employees under the Manager's supervision comply with the Occupational Health and Safety Act, applicable legislation, Town policies, procedures, and safe work practices.
- Maintains knowledge of and adheres to Town of Georgina policies and procedures, participates in required training and development, and ensures mandatory requirements are met and maintained.
- Performs other related duties and supports other strategic Information Technology and Digital initiatives as assigned.

The foregoing is intended to outline the general description of the duties and responsibilities for this position. It is not intended nor should it be interpreted as a complete description. The Town of Georgina reserves the right to amend this position description at any time provided that such change does not represent a substantive change in the purpose or essential nature of the position.

Minimum Qualifications

Education and Training

- Successful completion of a university degree in Computer Science, Software Engineering, Information Systems, Information Technology, Business Technology Management or a related discipline, or an equivalent combination of education and progressively responsible experience.
- Formal training in project/program management and Agile or product delivery is required; certifications such as PMP, PMI-ACP, Certified ScrumMaster, Certified Product Owner, SAFe or equivalent are considered assets.
- Training or certification in change management, business analysis, service design, digital accessibility, Salesforce, cloud technology, DevOps or process improvement is considered an asset.

Experience

- Minimum of seven (7) years of progressively responsible experience leading complex enterprise digital solutions, transformation programs, software/application delivery or technology-enabled services in a multi-stakeholder environment.
- Demonstrated supervisory or management experience leading multidisciplinary technical, product and delivery teams; experience in a unionized or municipal/public-sector environment is considered an asset.
- Demonstrated experience managing multiple concurrent digital-delivery streams, including priorities, budgets, risks, resources, vendors, procurement, contracts, Statements of Work and cross-functional dependencies.
- Significant experience leading CRM and Salesforce initiatives, including platform governance, solution delivery, integrations, data migration, release management and lifecycle planning.
- Demonstrated experience delivering modern web applications, digital services and enterprise Content Management System solutions, including accessibility and user-centred design requirements.
- Demonstrated experience with APIs, application integration, cloud application delivery, DevOps/CI-CD practices and digital identity/authentication integration.

Knowledge

- Strong knowledge of digital transformation, product and project delivery, Agile methodologies, software-development lifecycle, DevOps, release management, quality assurance, service transition and application lifecycle management.
- Solid working knowledge of CRM and Salesforce, case and work management, enterprise CMS capabilities, modern web/application architecture, RESTful APIs, JSON and enterprise integration patterns.
- Working knowledge of public cloud application architecture and services, including application identity, networking dependencies, compute, storage, databases, containers/serverless, monitoring, logging, security and cost management.
- Robust knowledge of AODA digital-accessibility obligations, applicable WCAG Level AA requirements, accessibility-by-design principles, user-centred design and accessibility-testing practices.
- Knowledge of technology procurement, vendor and contract management, budgeting, licensing, total cost of ownership, privacy, cybersecurity, records and information management, data governance and relevant public-sector obligations.

Competencies

- Strong people leadership, coaching, team development, delegation, performance management, workforce planning and capacity-management skills.
- Proven ability to lead complex digital-delivery portfolios, establish priorities, navigate ambiguity and translate business and service outcomes into practical roadmaps, products and delivery plans.
- Excellent stakeholder management, communication, facilitation, negotiation and conflict-resolution skills, including the ability to explain complex technical matters in clear business language to senior leaders, staff, elected officials, vendors, consultants and the public.
- Strong analytical, problem-solving, risk-management and decision-making skills, with a commitment to user-centred design, accessibility, security, quality, continuous improvement and measurable service outcomes.
- Ability to work with a high degree of independence, manage competing priorities and respond effectively to urgent delivery or production issues in partnership with operational teams.

Physical Demands and Working Conditions

- Work is primarily performed in a normal office environment; occasional travel to Town facilities may be required for project, service-design or implementation activities.
- Occasional evening or weekend work may be required to support Council or corporate meetings, major releases, go-live activities or urgent production issues.

📌 Manager, Digital Transformation and Delivery (Georgina)
🏢 Town of Georgina
📍 Georgina