Director, Information Technology Services / Chief Information Officer

The Role

Provides visionary, strategic leadership to ensure the efficient and effective use of technology resources to help meet corporate, departmental, and divisional goals and objectives. Provides leadership and strategic direction to the corporation in the management, selection, securing, and use of information technology assets and systems.

Builds relationships with Council, Corporate Leadership Team (CLT), other Senior Management, ITS management and staff, and community partners (including area municipalities and Waterloo Regional Police Service (WRPS)) to enhance service delivery and identify opportunities for technical innovation and business transformation throughout the Region of Waterloo.
 

Duties/Responsibilities

• Supervises a Manager, Corporate Data and Applications; Manager, ITS Security, Infrastructure and Operations; Manager, ITS Planning and Projects. Indirectly supervises unionized and non-unionized staff.
• Leads the development and implementation of a long-term technology strategy, enterprise architecture, and digital roadmap that align with the Region’s Strategic Plan and evolving public service delivery models. Advises CLT and Council on technology investment priorities, digital trends, and innovation opportunities.
• Evaluates and develops technology strategies, operational plans, and investment plans that align technology with the Region’s service priorities and goals.
• Directs operation of the Division and ensures efficient use of resources while meeting the management performance standards of Council and CLT.
• Develops and maintains an Information Technology Service Management (ITSM) framework that ensures optimal service delivery, performance, issue resolution, and effectiveness standards for the Division. Measures compliance and identifies and implements continuous improvements. Provides direction to maximize and maintain efficiency of all corporate technology resources.
• Works effectively and collaboratively with Senior Management Team peers, CLT, ITS, and regional staff. Effectively communicates information technology strategies and plans to the organization, and the public as required.
• Supports and ensures alignment of Service Level Agreements (SLA) with internal departments and supported agencies to promote consistent, transparent, and measurable service delivery. Analyzes SLA performance data and facilitates collaborative improvements where commitments are not met.
• Directs project management, project portfolio/capacity planning, project prioritization, and risk standards and ensures effectiveness.
• Directs the planning, identification, evaluation, assessment, procurement, implementation, administration, operation, and maintenance of all new systems including advanced technologies (e.g., artificial intelligence) to ensure measurable value for the corporation and the public.
• Reviews and approves major contracts for information technology services, hardware, and software, ensuring value, transparency, and vendor accountability. Identifies and provides recommendations to improve operational efficiency and effectiveness through using technologies that meet client needs, and ensures adherence to service standards.
• Oversees the creating, implementation, and governance of policies related to information security, technology acquisitions, information management, use of technology services and assets, data protections, cybersecurity, and digital ethics to ensure compliance with legislative and corporate requirements. Develops standards to control the proliferation of systems, ensures consolidation and sharing of services to improve the effectiveness of technology resources and investments. 

Additional Duties/Responsibilities

• Ensures all technologies and services comply with corporate, provincial, federal, and international information management and privacy policy and cybersecurity standards. 
• Directs the design and implementation of technology services and components of the corporate business continuity plan and disaster recovery plan.
• Leads/participates in technology and economic development partnership initiatives involving private and public sector organizations. Develops technology proposals for grants. Leads/works on teams to design and implement innovative initiatives. Represents the Region in intergovernmental and municipal collaboration networks to advance shared digital infrastructure and innovation partnerships.
• Participates on and provides technical and strategic advice to the CLT as required.
• Develops and monitors the Division’s operating budget and 10-year capital plan. Assists program areas to prepare budgets for new technologies, and ensures support, maintenance, and service models are in place as required. Ensures fiscal accountability, transparency, and long-term alignment of technology investments with corporate priorities and service outcomes.
• Provides recommendations and advice, writes reports, makes presentations, and negotiates/champions ideas and concepts to the Commissioner, CLT, Council and Committees, other senior management, and related groups. 
• Responds to requests for information from the public, professionals, politicians, and the media. Has contact with other levels of government when developing technology proposals, and represents the Region on external projects with technology components. 
• Defines and monitors key performance indicators (KPIs) for service delivery, digital adoption, and transformation progress. 
• Promotes talent development, succession planning, and a culture of continuous learning and inclusion within ITS.
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge and skills are normally acquired through a university degree in Information Technology, Computer Science, Business Administration, Public Administration, or a related field, plus significant progressively responsible leadership experience in a complex public sector organization. 
• Knowledge and experience with information technology including advanced technology (e.g., artificial intelligence, information security), data management, and integration and communications principles and systems.
• Knowledge and experience with business theory, government business processes, business risk and impact assessment methodologies, and laws and regulations as they relate to information technology operations and planning. 
• Demonstrated ability to translate complex technology into business outcomes and resident-focused services.
• Knowledge of and ability to comply with policies, procedures, collective agreements, and legislation (e.g., information and privacy, accessibility, security, health and safety).
• Knowledge of corporate security policies, procedures, standards; server hardware and operating systems design and development; and business recovery systems. 
• Knowledge of ITIL, ITSM, enterprise architecture, and enterprise risk management frameworks. Familiarity with cybersecurity standards, data governance, analytics, and cloud architecture.
• Knowledge of demand and capacity planning, strategic alignment, resource management, and supplier management. Knowledge of project management techniques, change management, business transformation, and strategic and technical planning.
• Knowledge of database technologies, architectures, operational requirements, and implementation strategies, as well as application development platforms and methodologies, and system administration practices.
• Technical knowledge of current network architectures, personal computer and mobile operating systems, network communication protocols and telephony technologies, and enterprise architecture.
• Proven ability to manage SLAs and performance metrics that promote accountability and transparency.

Additional Knowledge, Skills, and Abilities

• Leadership, human relations, facilitation, negotiation, and continuous improvement skills to direct, develop, motivate, and support staff; inspire cross-functional teams and foster collaboration across departments; present issues and reports to CLT, senior management, staff, Committee and Council; represent the Division on committees; conduct meetings and deliver high quality presentations; balance priorities and objectives in a political environment; and participate as an effective team member. 
• Demonstrated commitment and understanding of reconciliation, equity, diversity, and inclusion. Experience, knowledge, and skill using equitable approaches to developing operational plans, service development, and delivery. Ability to apply an anti-racist, anti-oppressive, and decolonization lens to identify best practice in municipal service and community engagement.
• Ability to lead transformative change in line with the vision and values of Council, CLT, and senior management while delivering on the expectations of an evolving workforce and regional residents. Champions a culture of digital innovation, service excellence, and continuous improvement across all departments.
• Ability to write clear, concise reports to Committees, Council, and senior management, as well as policies, letters, and other documentation requiring complex descriptions and explanations for consultants, provincial Ministries, and external agencies.
• Must provide an acceptable criminal record and judicial matters police check for bondability.
• Ability to travel within and outside Waterloo Region.
• Ability to adjust schedule or work additional hours on weekends and evenings to respond to emergencies and Councillors.
• Ability to support and demonstrate the Region’s values.