Director, Public Service

The London Public Library (Library) is seeking a dynamic, innovative, enthusiastic, leader who has both a deep appreciation for Library service and an equally deep understanding of the business side of public libraries. The successful candidate will possess an exceptional understanding of the power of literacy to change lives, the power of technology in supporting library services, and the power of data to tell stories and guide decision-making. They will be willing to think outside the box, question long-held assumptions, break down silos, make difficult decisions and hold staff and themselves accountable for success.

Reporting to the CEO & Chief Librarian (CEO), the Director, Public Service is accountable for providing leadership and management of Library services to the public and the development and implementation of the Library’s Strategic Plan with specific responsibility for advancing strategic priorities in areas of public service and the effective and efficient operation of the branch libraries and associated departments, which includes collections, programming, community outreach and security.

KEY ACCOUNTABILITIES

Departmental Responsibility

Strategic Oversight of the following:

• Public Service: Service offerings at the Library’s 16 facilities throughout the City of London and the safety and security of staff and patrons.
• Collections: All digital and physical collections activities, including selection, acquisitions, cataloguing, processing, and lending services.
• Programming and Outreach: The coordination of staff efforts for programming and outreach across the system.
• Volunteer Services: Recruitment, retention and best use of Library volunteer pool

Leadership & Administration

• Works with the CEO, Executive Team, Library Staff and the Library Board to apply the Library’s Purpose, Values, and Strategic Plan to all aspects of direct public service and develops and maintains a service delivery model and staffing structure that best serves Londoners.
• Works with the CEO and Executive Team on monitoring the Strategic Plan and supporting the Library’s ability respond to current and future opportunities and challenges.
• Acts as project manager or sponsor on related strategic initiatives and projects.
• Provides guidance and input concerning services and operations to direct reports that are leading strategic initiatives and projects.
• Ensures Public Service staff understand the strategic plan and priorities and are engaged in opportunities to participate in initiatives and projects.
• Builds collaborative and productive working relationships across the organization.
• Attends, prepares and presents reports or participates in Library Board or City of London meetings, as required.
• Oversees Public Service collaboration with external partners. Works with Public Service team to develop strategic partnerships and determine priorities.
• Represents the Library at meetings of Provincial and/or national organizations representing public libraries in the absence of the CEO or as delegated.
• Provides timely and relevant information to the CEO to keep them apprised of all public service activity.
• Acts as Chief Executive Officer in the absence of the CEO or, as delegated, in all responsibilities.

Library Leadership in the Community 

• Liaises and collaborates with Library stakeholders and partners/strategic alliances from various sectors, e.g. government, education, not-for-profit, business, etc.
• Liaises and collaborates with City of London departments, and other boards and commissions as delegated.
• Acts as an advocate on behalf of the Library in the community and with elected officials at all levels of government.
• Represents the Library as a member of external boards, committees and advisory teams.
• Attends external events and functions to represent the Library in the community.
• Attends key Library events and programs.
• Engages with the community and with stakeholders, City Council Members, City staff, community partners and educational institutions through formal presentations, informal meetings and advocacy in order to tell the Library’s story and build support.

Communication

• Acts as Library spokesperson as designated by the CEO, such as communicating Board decisions or Library corporate information, i.e. governance and financial matters. Consults with Communications staff on all matters concerning the media.
• Facilitates communication of information within Public Service and other library departments and with key external stakeholders.
• Directs patron feedback processes related to public service, including issue management, ensuring timely follow up and resolution of concerns.

Analysis and Accountability 

• Coordinates the planning, development, implementation, measurement and evaluation of public services, including all core outcomes and service delivery streams.
• Analyzes and reports on key metrics for internal processes and organizational perspectives.
• Integrates the importance of quality improvement activities in providing patron-centered, high-quality services.
• Oversees quality management by setting public service standards and targets in conjunction with the Executive Team, Managers, and Public Service Coordinators and Supervisors; setting goals and objectives; monitoring accomplishment; assessing variables affecting success; developing plans to address variances; and reporting on progress and outcomes.
• Directs workflow analysis and process reengineering in areas of responsibility.

Location/Departmental Operations

• Ensures strategic deployment of resources to support service levels and priorities.
• Works with Director, Finance and Facility Services to assure facilities are maintained, safe and clean
• Works with Director, Human Resources, to ensures that Occupational Health & Safety standards are met across all locations.
• Ensures safety of staff and patrons at all Library locations and that contract security approach to patron management are aligned with Library values.
• Oversees and participates in the incident management and resolution process.

Renovation & Construction Administration 

• Working with the Director, Financial & Facility Services and other members of the Executive Team, assists in administering and overseeing public service aspects of building construction and major facility renovation and/or expansion projects.
• Assists in developing and completing project business plans in consultation with members of Executive Team.
• Participates in in-house planning, design and technical teams and/or represents the Library on such teams involving architects and other consultants, City of London, and other project partners, contractors, etc., when appropriate.
• With input from the Executive Team, oversees public-facing design elements of the project, including floor layout, furnishings, etc.
• Administers and enforces project contract requirements related to public service.
• Ensures public service continuity during major constructions projects in which access to public service space is limited or unavailable.

Finanical Management 

• Works in conjunction with Executive Team to set budgets and expenditure priorities.
• Determines resource requirements for personnel in Public Service, Programming & Outreach, and Collections departments.
• Determines resource requirements for furniture, equipment and supplies needs in areas of responsibility.
• Collaborates with other members of the Executive Team to procure goods and services through the Library’s procurement process.
• Authorizes contracted expenditure as appropriate.
• Assigns budgets to Public Service Managers, Coordinators and Supervisors and Volunteer Administrator and provides spending direction.
• Monitors budget, ensuring that expenses are controlled; advises of any variances and ensures that plans are developed to address negative variances.
• Ensures that Public Service budget targets are met at year end.

Team Leadership

• Creates a team environment which fosters high performance and effective working relationships. Acts as a change agent to positively encourage others and manage change and continually looks for opportunities to improve and maximize the efficiency and effectiveness of the department.
• Looks for daily opportunities to highlight the connection between overall strategy and day-to-day operational activities.
• Directs Public Service by managing the work and overseeing the quality and standard of work, directly overseeing the work of direct reports (Managers, Public Service, and Volunteer Administrator) and indirectly, the work of Public Service bargaining unit staff, including Collections and Programming staff.
• Directs the work of the Administrative Assistant who provides confidential administrative and operational support for the Director, Public Service and other members of the Senior Team.
• Ensures that decisions made by and direction provided by the Library Board or Executive Team are appropriately supported and articulated to staff by Managers, Public Service.
• Manages and supports staff performance and development and builds teamwork and team effectiveness.
• Celebrates departmental achievements by taking opportunities to express positive expectations and feedback on an individual basis and share successes with other parts of the organization as appropriate.

Human Resource Management

• In Collaboration with the Director, Human Resources, and heads of each branch/department, hires, promotes, transfers, disciplines, demotes and discharges staff.
• Participates in interview process and provides recommendations on probationary period for direct and indirect reports.
• Participates in the grievance procedure for direct and indirect reports, as needed.
• Oversees and provides final approval on all staff requests for vacation, overtime and leave of absences.
• Participates in joint union-management committees as assigned by CEO.
• Participates as a team member in collective bargaining negotiations, as assigned by the CEO.
• Keeps current on the provisions and interpretations of Library Board policy and the Collective Agreement and ensures that they are properly applied.
• Performs the duties required of a supervisor under the Occupational Health and Safety Act and Regulations.
• Work in collaboration with the Executive Team to develop system-wide training.

Records Management

• Works with the CEO and Executive Assistant to manage the Library’s corporate records management program, ensuring accessibility to accurate, authentic and reliable Library Records in all formats, including electronic, to meet legislated requirements, support the effective management and work of the Library and/or to record the history of the Library.
• Works with the CEO and Executive Assistant to manage the development and maintenance of Library records retention schedule and adherence to records retention and disposition processes.

Access to Information & Protection of Privacy

• Works with CEO and Executive Assistant to Manage the documentation, implementation, enforcement, monitoring and updating of the Library’s privacy and access compliance.
• Helps monitor changes to legislation and practice in the areas of access to information and protection of privacy.
• Works with CEO and Executive Assistant to oversee Library responses to Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) requests to ensure that responses are handled within required processes and timelines.
• Acts as Head under MFIPPA, in the absence of or as delegated by the CEO

Other

• Keeps current in the field of library and information science and public library management.
• Keeps current with changes in legislation as it affects the library’s services and ensures the implementation of those changes.
• Performs other related duties as assigned.

Qualifications

Education

• A Masters of Library and Information Science degree from an ALA accredited institution and/or a graduate degree in public administration.

Experience

• Demonstrated leadership experience in a library setting with a minimum of eight (8) years of management experience and at least two (2) years of management experience working in an urban environment similar to London, ON
• Extensive leadership experience in innovative, progressive and successful service and program development and implementation.
• Demonstrated knowledge of technology affecting library services and being applied to the improvement of library services and processes.
• Demonstrated knowledge of Collection Development and Technical Services theory and processes.
• Demonstrated knowledge of data gathering and analysis techniques.
• Commitment to intellectual freedom.
• Commitment to serving equity-seeking communities.
• Proven track record of implementing continuous improvement.
• Demonstrated success in project management, with excellent organization skills and the ability to effectively prioritize projects and initiatives.
• Demonstrated ability to interact effectively with all levels of staff, patrons, elected officials, public sector/government departments.
• Demonstrated ability to develop and maintain relationships with key stakeholders and partners.
• Exceptional oral and written communication and presentation skills, including public speaking ability.
• Ability to direct the delivery of services in a large organization, preferably in a public library.
• Proven track record in the areas of organizational leadership, strategic planning, operations management, service excellence, and partnership development.
• Knowledge and understanding of statutes, regulations and by-laws affecting the Library.

Other

• Valid driver’s license.

Working Hours:

Usually work a standard 35-hour week.

This is an Excluded position from the Bargaining unit.

This position works 100% on site to be able to support the needs of the London Public Library.

Salary:

Band 2:  $67.23 – $76.12 per hour. Salary to commensurate with education and experience.

Candidates are requested to submit a detailed resume outlining experience and qualifications by: July 11, 2025 to: human.resources@lpl.ca

Please visit our website at: https://www.lpl.ca/

No phone calls please.

The London Public Library will provide accommodation to applicants with disabilities in its recruitment processes upon request consistent with the Ontario Human Rights Code and the AODA regulations.

Applicants for employment, who have been provided with a conditional offer of employment will be asked to provide, at his or her own expense, a satisfactory Police Vulnerable Sector Check and/or Police Information Check, as applicable.

While we appreciate all applications received, only those invited for an interview will be acknowledged. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

We are an equal opportunity employer.