Director, Service Delivery

About the Library

Calgary Public Library is one of the largest municipal library systems in North America, serving more than 780,000 active members at 22 locations around the city.

Libraries connect people to ideas, inspiration, and insight. Our staff make a big impact on individuals and families every day, often through simple, small interactions. At the Library, you’ll take an innovative, creative approach to programs and services, considering the best ways to support our community and patrons of all ages.

We collaborate with different points of view, inspiring curiosity and growth as our varying backgrounds and expertise come together. At the Library, those varied perspectives and lived experiences make us stronger to better serve our community. We are committed to equity, diversity, and creating a sense of belonging for everyone.

Job Purpose

Reporting to the Executive Director, Visitor Experience, the Director is responsible for overseeing the operations of library locations, ensuring efficient delivery of programs and resources for patrons. This senior management position manages high performing teams and develops and implements initiatives that reflect community need while aligning to the Library’s strategic goals and vision.

The successful incumbent is an engagement champion, building positive relationships with staff and community partners to promote library services. They provide strategic oversight of the unique issues and challenges involved in library operations. The Director effectively communicates and achieves the strategic priorities within their business unit.

Responsibilities

• Functional Strategy Formation: Support the development and implementation of strategy for Visitor Experience, aligning it to the organizational strategy. Integrate the strategy by effectively communicating it down through the system, into work plans and individual and departmental goals.
• Operations Management: Take responsibility for designing, developing, and delivering the organization's operational strategy and outcomes.
• Community Library Operations: Achieve defined goals by supporting the setting of strategic direction and developing annual and long-term plans that define location operations policies, methods, and procedures
• Leadership and Direction: Communicate the strategy, along with the broad actions needed to implement it, for achieving the organization's mission, vision, and values within a function; inspire a large or diverse workforce to commit to these tenets and do extraordinary things to achieve the organization's business goals.
• Service Delivery: Analyze community needs and trends to identify gaps in library services. Collaborate with other Senior Leaders to develop and implement innovative library programs and services and create cross-functional initiatives to address community needs. Monitor service delivery metrics and adjust as needed.
• People: Lead and supervise a team of Library leaders across different locations and sub functions, fostering a practice of seamless and exceptional visitor experiences across all library locations. (e.g. circulation, information and customer services, children’s services ). Communicate the Visitor Experience Principles, and their relationship to the Library’s mission, vision, and values.
• Culture of Innovation: Foster a culture of innovation and continuous improvement to support the future growth and evolution of library services.
• Internal Relationship Management: Manage relationships with internal departments, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and external resources to support in delivering strategic priorities.
• Operational Compliance: Ensure that business activities within area of responsibility comply with relevant with internal policies and procedures to minimize business risk and to protect the reputation of the organization.
• Performance Management: Manage performance within area of responsibility; set appropriate performance goals for direct reports and hold individuals accountable for achieving them; take action to ensure the achievement of annual business objectives.
• Growth & Development: Employ a coaching mindset to guide others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential. Use the organization's formal development framework to identify the team's individual development needs.

 Required Skills & Qualifications

• Master's degree in Library Science (MLIS) from an ALA accredited institution
• Proven leadership and supervisory experience in a library setting (8 years minimum)
• Strong understanding of library operations and best practices
• Excellent communication, interpersonal, and presentation skills
• A demonstrated commitment to continuous learning and innovation.
• Ability to analyze data, identify trends, and make informed decisions
• Experience with project management and budget oversight
• Commitment to community engagement and outreach
• Familiarity with digital tools and platforms that can be used to enhance library services.