Permanent, Full Time Date Posted: 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. 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. Software Engineering, APIs and Application Integration Establishes up-to-date 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 partn

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