If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As a Service Delivery Strategist, you will be responsible for driving service improvement initiatives and optimizing the delivery of Facilities services. You will focus on identifying and implementing innovative solutions, managing service performance, implementing continuous improvement strategies, change management strategies and analyzing data to support cost-effective investments in corporate infrastructure. Primary duties include:

• Coordinate diverse cross-functional project teams to manage sustainment and improvement projects and guide efficient decision making and escalations as required.
• Organize and lead meetings, workshops and presentations to align all interested parties on key deliverables.
• Facilitate effective communication between all parties to ensure team requirements are understood and expertise is leveraged to achieve shared goals.
• Identify and address barriers to success and implement strategies to mitigate risk.
• Track industry benchmarks for competitive trends, scenario/opportunity analysis, identify business risk and opportunities for innovative strategic solutions, and ensure projects will inform key performance metrics and benefit realization.
• Deliver strategic and tactical initiatives aimed at enhancing facility performance and ensuring service sustainability within the context of the Corporate Coordinated Operations & Maintenance model (CCOM).
• Partner with clients and Facilities divisions during planning and execution of CCOM extension projects to help develop and advise on services and strategic plans to drive facility performance and contribute to consistent delivery.
• Establish a structured reporting mechanism for communication of progress, challenges and opportunities to interested parties.
• Develop and implement a robust review process to assess whether services are being delivered as planned and in alignment with Facilities and Client objectives.
• Identify recommendations to mitigate/reduce risk and help streamline, adjust and improve service delivery.
• Innovate and enhance service delivery and develop proactive and reactive targeted solutions to drive improvement.
• Conduct pilot tests or small-scale implementations to assess effectiveness and uncover potential issues.
• Design performance metrics and methodology to identify evaluation criteria that measure workload and resource efficiency, addressing fluctuations in demand, workforce capacity, and service delivery.
• Monitor performance indicators, highlighting significant trends or changes to support decision-making.
• Prepare summaries of performance with analysis of drivers of performance trends and documents required actions to address performance issue.

Qualifications

• A degree in Commerce, Business Planning, Public Administration, Economics, Social Services or a related discipline and at least 5 years of directly relate progressive experience in strategic planning, business project management, process and policy development, business analysis and facility-based operations in a public service or complex multi-divisional organization.
• A master's degree in Commerce, Business Planning, Public Administration, Economics, Social Science or a related discipline and at least of 3 years of experience in strategic planning, business project management, process & policy development, business analysis and facility-based operations in a public service or complex multi-divisional organization.
• Additional formalized training/certification in Continuous Improvement, Project Management, Service Design or Risk Management will be considered an asset.
• The successful applicant will have exceptional communication and interpersonal skills, the ability to manage multiples projects/tasks in a fast-paced environment, strong negotiation, problem solving and conflict resolution skills, proven political and business acumen and the ability to work in a collaborative environment.

Pre-employment Requirements

• Applicants will be tested for appropriate skills.
• Successful applicants must provide proof of qualifications.

Workstyle: This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.

Union: CUPE Local 38

Business Unit: Facilities

Position Type: 2 Permanent

Location: 800 Macleod Trail SE

Compensation: Pay Grade 12 $47.01 - 62.84 per hour

Days of Work: This position typically works a 5 day

work week, with 1 day off in each 3 week cycle.

Hours of work: Standard 35 hour work week

Audience: Internal/External

Apply By: July 24, 2025

Job ID #: 312335