Manager, IT Service Design @ Employer

Job Description

Halifax Public Libraries invites applications for the full-time, permanent position of Manager, IT Service Design within the Information Technology Department located at Halifax North Memorial Public Library.

Each day at Halifax Public Libraries will bring new opportunities and challenges. Your skills and experience will make you a key part of our team. Like us, you are people centric and purpose driven and committed to building an inclusive and high performing organization.

JOB SUMMARY

Under the direction of the Director, Information Technology, the Manager, IT Service Design oversees the development of services, programs, and training to improve access, experience and familiarity with technology. They manage a team of specialists who, through consultation and collaboration, identify and deliver service improvements for the public and staff. An integral member of the Management Team, the Manager, IT Service Design works closely and collaboratively with all leaders, particularly with the Manager, IT Operations. The Manager, IT Service Design participates in policy, procedure, and guideline development, and contributes to the implementation and support of major technological service initiatives.

KEY RESPONSIBILITIES

Information Technology

• Manages the continuous improvement of IT services for internal and external clients.
• Identifies areas for service improvement in consultation with clients
• Contributes to the development, implementation, and evaluation of new services.
• Leads and participates in committees, working groups, and technology initiatives.
• Oversees technology-based library programs, events, and supporting device collections.
• Develops IT training programs and resources aligned with strategic goals.
• Evaluates technology and accessibility needs to inform hardware, software, and resource procurement, maintenance, and removal.
• Collaborates with others to enhance customer experience.
• Partners with the Director, IT and Manager, IT Operations on technology procurement and Requests for Proposals (RFPs).

Service Excellence

• Collaborates with the Director, IT and Manager, IT Operations on service design
• Leads the IT Access team in executing plans and achieving service objectives.
• Builds collaborative relationships with clients to identify needs, respond and improve services.
• Leads service improvements and change initiatives to enhance service delivery.
• Resolves complex technology service issues in consultation with the Director, IT.
• Develops and maintains relationships with key contacts and community partners.
• Contributes to departmental priorities and goals aligned with strategic and business plans.
• Leads and participates in cross-functional teams and technology initiatives.

Staffing Excellence

• Communicates team priorities and objectives, service model, and core values.
• Builds team expertise and fosters collaboration with colleagues and other managers.
• Creates an inclusive environment where people feel empowered to contribute and solve problems.
• Leads recruitment, performance management, coaching, and professional development, ensuring staff have the resources and support they need.
• Collaborates with the Director, IT and HR to address complex employee matters and support staff development, wellness, and safety.
• Promotes a respectful, inclusive workplace that values diversity and treats all individuals with dignity and respect.

Assessment and Evaluation

• Identifies issues, solves problems, and designs and implements effective processes;
• Makes informed decisions and measures achievements by analyzing accurate data and information;
• Observes progress towards desired results; takes corrective action when necessary;
• Prepares reports and statistics.
• Identifies and mitigates operational risks.

Accountability

• Ensures individual and team accountability for achieving results.
• Manages budgets, monitors expenditures and variances, identifies financial risks and opportunities, and oversees grant applications and reporting in collaboration with the Director, IT
• Displays, promotes, and performs work duties in a positive and safe way and displays safety awareness at all times;
• Supports and shows leadership by working to health and safety standards, following health and safety policies and procedures and encouraging colleagues to work to the same standards by reporting incidents, hazardous conditions and improvement possibilities.

EDUCATION & EXPERIENCE

• Graduate Degree in Information Services, or another related field and 4 years of related experience.

OR

• Degree/Diploma in Information Technology or IT related field, or IT related certification from a recognized post secondary institution and 6 years of related experience.

Specific Knowledge & Technical Experience

Required

• Read and write English
• Excellent communication skills
• Conflict resolution skills
• Customer service skills
• Public speaking and presentation skills
• Leadership experience and ability to provide instruction, coaching and training
• Extensive experience maintaining, troubleshooting, configuring Information Technology
• Demonstrated ability to address staff performance issues
• Awareness of current technology and trends
• Strong team and project leadership skills
• Basic computer knowledge and skills including:
• Functions of a web browser
• Microsoft office applications
• Social media applications
• Intermediate technology skills including:
• Willingness to learn and experiment with additional tools and technologies
• Willingness to support others in learning technical skills and concepts
• Advanced technology skills including:
• Experience evaluating technology-related training and programs
• Experience with technology troubleshooting at an intermediate level

Assets

• Familiarity of Technology trends in public libraries
• Knowledge of Creative/Makerspace technologies (Examples: 3D printers, vinyl cutters)
• Familiarity with Audio Visual technology

CORE COMPETENCIES

• Serving with Care
• Respect for Diversity, Welcome and Value Inclusion
• Learning and Growth Mindset
• Communication
• Resilience

LEADERSHIP COMPETENCIES

• Strategic thinking
• Resource Management
• Leading and Developing Others
• Accountability

Halifax Public Libraries is an inclusive employer committed to employment equity and building a diverse workforce. We encourage all qualified persons to apply and self-identify. We will accommodate applicants’ needs under the Nova Scotia Human Rights Act throughout all stages of the recruitment and selection process. If you require an accommodation, we will confidentially address your needs.

Screening of candidates will begin on November 30th, however the posting will remain open until the position is filled. We thank you for your interest in employment with Halifax Public Libraries, however, only those candidates selected for an interview will be contacted.

Who We Are

Community is at the heart of all that Halifax Public Libraries undertakes. Comprised of 14 branch libraries, we serve the 500,000 citizens of Halifax with our collection of 1 million items and a wide range of programming. Halifax Public Libraries blends the best of traditional library services with innovative programs, spaces and technologies, attracting more than 3 million in-person visits each year.

Halifax Public Libraries hires on the basis of merit and is committed to employment equity. We encourage all qualified persons to apply and self-identify.

During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an interview or other form of testing and who require accommodation, should discuss their needs when contacted for an interview and/or testing.