Position Title:

Manager, IT Program Delivery

Area/Department:

Legislative Services

Reports to:

Director of Legislative Services/Clerk

Position Summary

Under the direction of the Director of Legislative Services, this role will focus on the delivery of the IT program, including managing existing IT systems and monitoring the technology landscape to ensure that IT maintains an appropriate technology setting to deliver excellent IT services to Departments. Coordination of IT activities between business units, vendors and service providers, will be a key part of the role’s duties. This role will provide first line IT coordination and technical support to the Town, escalating issues if required to potential vendors/service providers. The role will also develop and manage projects to implement business solutions updates and infrastructure changes. The Manager, IT Program Delivery will assess IT training needs and recommend appropriate training. The role will also be responsible for coordinating business continuity planning, cybersecurity and will generally promote information technology and a digital first philosophy throughout the organisation. The Manager, IT Program Delivery will assist the Director of Legislative Services with IT strategy development and will also assist to prepare the annual IT budget. In addition to liaising with third parties and internal stakeholders, this role will involve some hands-on work including basic IT troubleshooting.

Duties & Responsibilities

1.

2. IT Strategic Planning

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- Contributes to the collection and analysis of information to support IT strategy development.





- Assists in the preparation of reports and insights for IT strategic planning.

- Works with department representatives to gather internal, stakeholder feedback and business requirements.

- Budgeting and Forecasting

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- Performs specified tasks in the IT budgeting and forecasting process, including data analysis and report preparation, using standard methods.

- Identifies and resolves routine IT budgeting and forecasting issues.

- Communicates budget and forecast information to the Director of Legislative Services.

- IT Program and Portfolio Management

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- Engages with and advises senior managers to ensure the portfolio will deliver the desired and agreed upon business outcomes.

- Produces reports as appropriate for the IT portfolio to IT Governance, including making recommendations for changes to the portfolio.

- Prioritizes issues and risks and recommends mitigation strategies for leadership decision-making.

- Technology Service Management

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- Takes responsibility for managing the installation, upgrading, operation, control, maintenance and effective use of specific technology services.

- Leads service delivery, ensuring agreed service levels,



security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures.

- Monitors technology services performance. Provides appropriate status and other reports to the Director of Legislative Services.

- Information Systems Coordination

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- Maintains awareness of the information technology needs of the organisation.

- Coordinates and collaborates with others on the promotion, acquisition, development and implementation of information systems and services.

- Customer Service Support

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- Acts as the primary contact point for customers, handling a wide range of inquiries and service requests.

- Performs initial investigation and diagnosis of customer issues, resolving them where possible or escalating as needed.

- Supplier Management

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- Acts as the primary contact point between the organisation and suppliers.

- Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.

- Implements supplier management-related service improvement initiatives and programs.

- Infrastructure

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- Performs routine infrastructure tasks and basic troubleshooting.

- Reports on infrastructure performance and security events, addressing issues directly when possible or escalating them to others for resolution.

- Project Support

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- Provides foundational support for projects.

- Coordinates and executes IT initiatives in partnership with department subject matter experts.

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📌 Manager, IT Program Delivery (Canada)
🏢 Town of Gravenhurst
📍 Canada