Manager, Service Delivery

To support the Library’s Get Ready for Growth workplan, we are recruiting for a Manager, Service Delivery for the Seton and Shawnessy Libraries. Reporting to the Director, Service Delivery, the Manager, Service Delivery leads the implementation and on-going operations of patron-centered services and programs in support of Calgary Public Library’s vision, mission, values and strategic priorities. The Manager, Service Delivery provides leadership, direction and focus to an assigned group of service delivery teams across multiple areas of focus and/or in multiple locations. Working collaboratively as part of the system-level service delivery leadership group, the Manager, Service Delivery ensures the coordinated execution of consistently high-quality services and programs from Calgary Public Library locations throughout the city. The ideal candidate will bring several years of leadership experience.

The Manager, Service Delivery leads the implementation and on-going operations of patron-centred services and programs in support of Calgary Public Library’s vision, mission, values and strategic priorities.

The Manager, Service Delivery provides leadership, direction and focus to an assigned group of service delivery teams across multiple areas of focus and/or in multiple locations.  Working collaboratively as part of the system-level service delivery leadership group, the Manager, Service Delivery ensures the coordinated execution of consistently high quality services and programs from Calgary Public Library locations throughout the city.

Responsibilities and Activities

The Manager, Service Delivery contributes to the success of the Library and its impact in the community by leading and/or participating in the following responsibilities and activities:

Shape a Positive User Experience
•    Oversee timely and effective operations of assigned library locations or departments
•    Align the work of team members with system-level vision, mission, values and strategic priorities
•    Lead the day-to-day activities of a defined group of Service Delivery team members
•    Shape a positive culture within their teams including recruiting and onboarding team members for best fit and to meet the future needs of a continuously evolving Library system

Facilitate Capacity Development
•    Effective training, development, mentoring and recognition of team members
•    Appropriate acquisition and deployment of resources in accordance with system needs and plans
•    Contribute to, and lead, system initiatives and projects, as required

Connect to External and Internal Stakeholders
•    Oversee delivery of exceptional services aligned with the Library’s strategic priorities
•    Establish and maintain effective, and collaborative, working relationships with other areas of the Library
•    Actively work to connect the Library with relevant external stakeholders and partners
•    Advocate for the Library’s interests and needs when appropriate opportunities arise

Apply Operational Standards and Procedures
•    Consistent application of Collective Bargaining Agreement(s), Board and Library Policies and Standards
•    Timely oversight of financial, operational and staff performance to ensure set goals are met
•    Effective project and change management practices

Qualifications

• Master of Library Science (MLIS) degree from an ALA-accredited library school or approved equivalent degree
• Proven record of excellence of at least five years directly-related professional work experience, including experience in management or supervisory positions
• Demonstrated high-performance and experience in customer service, strong interpersonal and relationship-building skills
• Superior communication (verbal and written), problem-solving, and decision-making skills
• Effective people and organizational change leadership
• Build an inclusive,  thriving and dynamic work environment
• Analyse and organize information for results
• Evaluate and enhance operational performance and productivity
• Manage and leverage applicable computer technologies
• Ability to deal with people sensitively, tactfully, diplomatically, and professionally
• Best practices and emerging issues and trends in the innovative and efficient delivery of library services

Working Conditions

• Mental demands associated with simultaneous and multiple priorities, multi-tasking, and a dynamic work environment at multiple locations
• Physical demands associated with using a computer for long periods of time
• Moderate lifting