Manager, Public Service

The portfolio of this role focuses on branch operations and public service as well as the management of collections for the London Public Library, including all aspects of collections acquisitions, processing, and ongoing maintenance. The role also has responsibility for the stewardship and management of the London Room, including its archives and special collections.

PURPOSE OF THE ROLE

Reporting to the Director, Public Service, the Manager, Public Service (PS) is accountable for building and leading a customer-focused, high performance team that delivers relevant, accessible, high quality library services. The Manager, PS plans, develops, implements and evaluates library services and ensures customer satisfaction with service delivery. They supervise and direct the work of the Coordinators and Supervisors who lead the service delivery and supervise employees of Public Service locations and departments.

KEY ACCOUNTABILITIES

Leadership & Administration

• Works with the Library Board, CEO and Senior Management Team (Senior and Executive Team) to bring the LPL Library Vision, Mission, and Strategic Plan to life.
• Works closely with the Director, PS and supports the Director in the effective management of this area of the organization.

Strategic Plan Initiatives – Project Management

• As part of Senior Team, works to collaboratively identify and implement annual project priorities and budgets in direct alignment with the Strategic Plan.
• Acts as Project Sponsor or Manager on identified Strategic Initiative Projects.

Customer Services Management

• Plans, develops, implements and evaluates Library services, including service outcomes and service delivery streams, for all areas of Library operations, including Lending Services, Visiting Library Service, Collections, programming, partnerships, and community engagement.
• Supports implementation of strategies for service innovation and improvement.

Operations Management

• Plans, organizes and manages the day-to-day operations of multiple locations and departments as assigned by the Director, PS.
• Identifies and resolves urgent and / or safety and / or risk management issues.

Legislation and Library Policy

• Maintains a current working knowledge of and ensures compliance with applicable legislation and standards related to provision of library services, such as copyright, privacy and freedom of information, etc.

Team Leadership

• Collaborates with the Director, Public Service in directing the work flow of Public Service to achieve quality customer service operational excellence.
• Acts as a change agent to positively influence others and manage change.

Human Resources Management

• Hires, promotes and transfers staff.
• Deals with employee relations issues related to based on a sound understanding of the Collective Agreement and good management practice in collaboration with the Human Resources Department.

Financial Management

• Under the direction of the Director, PS, and using Financial Services guidelines, develops and submits budget requirements for areas of responsibility.
• Manages budget for assigned area, ensuring that expenses are controlled and action plans developed for negative variances.

QUALIFICATIONS

Education

• A Master of Library and Information Science from an ALA accredited institution; or equivalent and relevant proven management experience.

Experience

• Five years of progressively responsible public library experience, including a minimum of 3 years leadership, supervisory or management experience. Experience in a unionized environment is preferred.

Key Competencies: Knowledge, Skills, and Abilities

Behavioural

• Demonstrated success with customer service and community-led service delivery and an understanding of current library best practices.
• Excellent interpersonal skills and the ability to build beneficial relationships with key internal and external stakeholders.

Leadership

• Demonstrated success in project management, with excellent organization skills and the ability to effectively prioritize projects and initiatives.

Other

• Performs other related duties as assigned.

This position is 100% on site and is excluded from the bargaining unit in order to support the operational needs of the London Public Library.

Salary:

$92,020 - $108,282 annually. Salary to commensurate with education and experience.

Applications for this position will be accepted by the Human Resources Department until 6:00 p.m. on February 20, 2026.

No phone calls please.

About
London Public Library is a place for everyone—a community anchor where people come to learn, create, connect, and discover. With 16 neighbourhood branches across the city, a dedication to outreach, and a wide range of online resources, we support Londoners at every age and stage of their lives. Our work is guided by our core values: Exceptional Customer Service and Anti-Racism and Anti-Oppression, supported by Strong Relationships, Digital Empowerment, Accountability and Responsibility, and Foundational Literacies.

Working for London Public Library means helping to strengthen your community and make a meaningful impact every day

AI
London Public Library is not currently using Artificial Intelligence (AI) during any stage of the hiring process.

Accommodation:
London Public Library is committed to a fair, accessible, and barrier-free recruitment process. We follow the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) to ensure all applicants are supported. If you require accommodation at any stage of the hiring process, please let the HR representative know when you are contacted. We will work with you to make sure your needs are met.

Application Process
London Public Library is an equal opportunity employer committed to equity, diversity, and inclusion. e welcome applications from all equity-denied groups, including Indigenous peoples, racialized communities, persons with disabilities, 2SLGBTQ+ people, and women.
All applicants must be legally entitled to work in Canada. Candidates who receive a conditional offer will need to provide a satisfactory Police Vulnerable Sector Check and/or Police Information Check at their expense.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.