Job Title

We are looking for an innovative Service Improvement Lead to join the Urban Planning & Economy Department. In this solution driven role, you will directly enhance the delivery of essential services to the public and our community partners. You'll spearhead strategic initiatives to identify, analyze, and implement major improvements to processes, systems, and overall customer experience, with a strong focus on leveraging technology and innovation. Youll be guiding service delivery enhancement and operational efficiency across the endtoend planning and land development processes. This role is perfect for a selfmotivated expert in process improvement and change management who is ready to take on complex, citywide challenges with a high degree of independence and professionalism. If you thrive on leading through influence and creating real, measurable change that improves the quality of life for all Edmontonians, this is your opportunity. Urban Planning & Economy is a forwardlooking department that plans, promotes and advocates change that moves this city towards the Edmonton envisioned by the City Plan (to become a more vibrant, prosperous, equitable and climate resilient community. Core services include zoning, subdivision, servicing agreements, permitting, licensing, inspections and compliance. You can learn more about some of our recent service improvements at What will you do? Lead highpriority, complex service improvement initiatives from concept to completion, ensuring projects are within communicated timelines and budgets. Design and implement a holistic approach for change, covering project management, change management, communication, engagement, monitoring, and feedback loops. Provide subject matter expertise, coaching, and guidance to team members, promoting the adoption of diverse improvement approaches like Lean/Six Sigma, service design, and humancentered design. Conduct engagement sessions with a variety of internal work teams and external organizations to understand challenges, gather support, and communicate changes. Serve as a bridge between frontline teams and IT functions, translating service needs into technical requirements to ensure seamless integration of new tools. Provide daytoday operational leadership, mentorship, and direction to project teams, leading through influence and delegation to empower team members. Develop robust analysis and provide strategically aligned recommendations to the Department Leadership Team, Executive Leadership Team, and City Council on project decisions and progress. Qualifications Minimum Bachelors Degree in Business, Public Administration, Social Sciences, Planning, Engineering or a related field. Masters degree preferred. Minimum of 7 years of progressively responsible project management experience involving multiple partners, with at least 2 years experience in a leadership capacity, and inclusive of one to two years of experience working within the public sector. Assets Course work/training/certification in project management, change management, facilitation/engagement, training/education, process improvement, service design and/or leadership training would be an asset. Skills required for success Strong skills in project management, including defining scope, managing timelines, risk management, controlling costs, and resolving projectrelated challenges independently. Exceptional change management and political acumen. Demonstrated leadership and management of process/service improvement projects, and building multidisciplinary high performing teams. Demonstrated ability to guide teams and affected parties through transitions, anticipate resistance, build buyin, and navigate the complex political, social, and economic environment. Proven ability to lead and guide crossfunctional teams without formal authority, relying on expertise, communication, and the ability to build consensus and empower others. Expert problem solving and analytical thinking. Welldeveloped conceptual and strategic thinking skills to resolve complex, sensitive, and nonroutine issues, requiring a high degree of creative and original thought. Excellent verbal and written communication skills, including a strong ability to facilitate discussions, present reports, and negotiate to gain support for significant change. Understanding of land development processes and affected parties. Alignment to our Cultural Commitments and Leadership Competencies (Embracing a culture of equity, diversity, reconciliation and inclusion. Applicants may be tested. Work Environment Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52. The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance. The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact . Learn more about our benefits Up to 1 permanent fulltime position. Hours of Work: 40 hours per week. Salary Range: $49,690 - $63,408 (Hourly) $103,752.72 - $132,395.90 (Annually). Talent Acquisition Consultant: DM/VH. 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