Program Manager, Technology Services Ottawa


Position: Program Manager, Technology Services

Competition Number: 2019-EX-EN-52431633-01
Competition posting date: 2019-03-14
Competition closing date: 2019-03-28

Ottawa Public Library, Library Operations, Programs & Services
1 Full-time Temporary Position (up to October 31 2020) - 35 hours/week
Affiliation: MPE
Salary: MPE Pay Grade 4 - $95,772.04 to $118,143.48 annually (2019 rates of pay)
Location: 101 Centrepointe Drive, 2nd Floor

Category: Current Opportunities
Employment Group: Library

Job Summary

Responsible for the planning, co-ordinated development, management and implementation of customer-centred technology services' activities, programs, services and initiatives consistent with the Library's strategic direction and corporate vision. The Program Manager provides professional leadership and coordination in the planning, implementation, and administration of technology services' policies and programs for the Ottawa Public Library (33 branches, mobile and virtual services). The Program Manager, Technology Services is responsible for establishing and maintaining positive client relationships with internal and external management and stakeholders.

The Program Manager, Technology Services is the Ottawa Public Library lead in the planning, development and implementation of:

  • Consultation with/engagement of branch management or staff in the branch clusters to understand emerging community needs and challenges and to develop appropriate services/supports which meet changing community needs;
  • Digital and virtual library service initiatives including service strategies for targeted areas such as web or mobile device users;
  • Development and maintenance of the Library's website;
  • Development and maintenance of the integrated library system;
  • Development, planning and maintenance of staff and public desktops;
  • Coordinated development and roll-out of the technology services strategy;
  • Strategic partnerships and corporate projects as assigned;
  • Effective and efficient management of technology services' operations and significant associated budgets; and
  • Assistance to the Division Manager with strategic plans and policy-development.

The Program Manager, Technology Services is responsible for developing and monitoring operating budgets, and for managing the human resources of the Unit, including hiring, termination, performance management and discipline of staff as necessary.

Education & Experience

Master's degree in Library and/or Information Science from an accredited library school, or related degree.

A minimum of five (5) years of experience in library-related technology services (including virtual and web services) activities, the management of human resources and/or external contract resources, and the development and management of operating and capital budgets, preferably in a library/municipal setting.

*Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.

Language, Certificates & Licenses

Designated – specific level of language proficiency:
French oral, reading, writing required
English oral, reading, writing required
Candidates who do not meet language requirements will be required to participate in training.


General knowledge of the Ottawa Public Library and City of Ottawa and of corporate and departmental policies and procedures

Articulates the mission, vision and values of the library organization

General understanding of governance structures between the public library and the City of Ottawa

Recognizes the benefits of change and understands the principles, processes and responsibilities for managing organizational change

Legislation, policies, regulations, guidelines and operational procedures relevant to the operational area, including the Public Libraries Act, the Municipal Freedom of Information and Protection of Privacy Act, the Copyright Act and the Accessibility for Ontarians with Disabilities Act.

Must be familiar with and adhere to the principles of intellectual freedom

Project management principles and application

Contract document preparation, the tendering process and supervision of field services

Supervisory experience and motivational techniques; working knowledge of corporate human resource policies, practices and collective agreements related to managing in a unionized environment, including hiring, dismissal, performance management and the grievance procedure

Financial management practices and budget processes

Methods used to deal with the media in a professional manner

Standards specific to specialty area

Equipment operation specific to specialty area

Computer applications, including MS Office, SAP, integrated library systems, web applications, and familiarity with project management software

Must possess the training, experience and knowledge to organize the work and its performance.

Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures.

Competencies & Skills

Strategic Leadership

Demonstrates in-depth knowledge of, and experience in local, provincial and national government, as well as business processes and decision-making, political sensitivity and accountability principles related to governments

Translates the organization's vision, mission and goals into clear and effective strategic and operational policies, plans, programs and services

Identifies and communicates a clear, motivating, and challenging vision and direction for the Branch/Unit

Monitors and remains informed of current and future internal and external trends to identify long term impacts and opportunities, mobilizes and coordinates resources and delivers client centric results

Manages effectively in a complex, unionized work environment

Foresees and solves problems where there is little or no precedent to guide the search for solutions

Demonstrates Business Sense

Creates and communicates a clear strategic plan that integrates client needs, the financial situation, the regulatory environment and other factors

Analyzes complex policy issues and makes complicated branch/division-wide business decisions and ensures linkages to the short and long term direction/sustainability of the organization with a broad understanding of corporate inputs and impacts

Utilizes sound financial and business planning in the input, development and implementation of all budgets, plans, services and processes

Assesses and effectively manages financial, reputational and operational risks; takes calculated risks and seeks new solutions through questioning and challenging the status quo

Builds Collaborative Relationships

Develops and maintains a network of effective strategic relationships with clients, internal peers and colleagues in municipalities, provincial and federal governments to gain support in order to achieve business goals

Communicates effectively and concisely, both orally and in writing, at various levels on complex, sensitive matters with an ability to bring conflicting points of view to consensus

Fosters trust, cooperation and mutual agreement

Promotes and works to eliminate cross-department or branch/work unit/individual barriers and to facilitate collaboration

Develops collaborative relationships for the delivery of programs and services to meet term of council priorities and legislative agenda

Effectively defines parameters of relationships and manages expectations

Fosters Innovation And Change

Plans effectively for and manages change by shifting priorities and adapting to changes to meet organizational and program requirements

Communicates change in a manner that invites support; keeps staff and/or clients informed of progress of proposed changes

Stays abreast of government, business, industry, and market information that may reveal opportunities for new products and progressive innovative approaches to service delivery

Increases the productive capacity of the group by initiating new ideas, encouraging conceptual thinking/thinking 'outside the box', and initiating innovative processes and systems

Engages Employees

Leads by example, promotes a safe work environment with a culture of trust, mutual respect and cooperation

Consistently treats people with fairness and respect, is tactful and empathetic and follows through on commitments

Values and solicits ideas and opinions of staff and others; involves staff in decision-making, allowing them to take ownership of decisions and actions

Expands individual staff responsibility with assignments that increase discretionary range and scope; allows others to exercise their freedom and act within their area of expertise

Develops people through regular coaching, career planning and proactive performance management

Fosters an environment where successes are celebrated

Creates a culture that fosters equity and inclusion

Spends time with employees to develop mutual trust within and outside the Branch

Deliver Results

Achieves goals by providing clear direction, setting realistic deadlines, effectively managing work, and allocating resources in an efficient manner, and accepts accountability

Provides input to departmental plans, and creates branch/division work plans with measurable goals and objectives that are cascaded to direct reports and their work units

Demonstrates and encourages a results-focused culture; holds themselves and others accountable for their actions

Empowers staff and effectively delegates accountability for results in alignment with authority/job levels

Monitors progress / results against plan

Client-Centric Focus

Drive and promote an outward-facing client centric culture, ensuring that programs and services employ a variety of client centric approaches for optimal service accessibility

Demonstrates skill in examining and re-engineering operations and procedures, formulating policy; identifying developing and implementing new service delivery models in accordance with client needs and performance measures

Empowers and holds others accountable for ensuring that client service standards are defined, understood and met/exceeded

Communicates with, and actively collects and uses input from clients on an ongoing basis through a variety of mechanisms (surveys, personal contact, etc.), to more effectively anticipate and meet their needs and demonstrate sensitivity to diversity and inclusiveness

Draws upon the expertise and experience of other areas to ensure the most efficient and effective means for identifying and solving client issues

Weaves the principles of equity and inclusion into policy, program implementation and service delivery

Reinforces how to contribute to the whole program and organization

Follow this link to apply:

Closes: 28 March, 2019

Ottawa Public Library