Associate Director, Service Platforms & Enterprise Capabilities

Requisition ID: 43019 

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace.  Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

The City of Vancouver is seeking an experienced Associate Director, Service Platforms & Enterprise Capabilities to lead the strategy, roadmap, and delivery of technology platforms and reusable capabilities that enable scalable service delivery for the City. Experience with customer-centric digital product and service delivery, and with leading the implementation and stewardship of ServiceNow are key assets. This role will be responsible for directing the strategy to scale enterprise capabilities, ensuring they are designed as reusable functionality for use across digital products and services city-wide.  The Associate Director will help shape how enterprise technology enables our City to serve residents and staff more effectively and equitably, while helping the city operate more efficiently.

As a key member of the Digital Service Delivery leadership team, you’ll guide a multidisciplinary group of platform, product, and capability leaders and practitioners to deliver exceptional service experiences to both the public and City staff. You’ll bring strong leadership in both technology and product/platform strategy, enabling teams across the organization to improve outcomes through human-centered, data-driven, and service-oriented methods.

Key Responsibilities
•    Own the platform strategy, roadmap, and stewardship for the City’s staff- and customer-facing enterprise service platforms (including ServiceNow and Verint EM Pro) .
•    Lead strategy and delivery of core enterprise capabilities (e.g. case management, identity, payments, etc.) to be reused across multiple services and products.
•    Partner with internal stakeholders to align platform and product roadmaps with customer, staff, and organizational needs.
•    Provide technical and strategic leadership across platforms including ServiceNow, Verint EM Pro, web and native applications, and more.
•    Provide strategic leadership to the technology learning team, helping departments leverage enterprise tools effectively.
•    Direct large-scale, multi-year technology initiatives, including budget, vendor, and stakeholder management.
•    Ensure secure, scalable, and business-aligned delivery of enterprise digital platforms, services and capabilities championing agile methodologies.

Qualifications
•    10+ years in digital product/platform strategy and implementation, with 5+ years of experience leading large cross-functional digital product and/or platform technology teams.
•    Proven experience leading the delivery, scaling, and stewardship of enterprise platforms (especially ServiceNow) and customer-facing digital products.
•    Deep knowledge of platform/application lifecycle management, agile/hybrid methodologies, and enterprise integration strategies.
•    Strong understanding of technologies/platforms like: ServiceNow, Cloud services (Azure), Contact Centre and Case Management tools, web and native app development, and various reporting/integration tools.
•    Strong understanding and demonstrated application of human-centred approaches to product and service design and delivery
•    Demonstrated success in cross-functional leadership and stakeholder engagement within complex organizations.
•    Ability to coach, mentor, and develop large, high-performing teams with experience managing other leaders.
•    Experience working in or with the public sector is an asset.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: IT, Digital Strategy & 311 (1070) 

Affiliation: Senior Exempt 

Employment Type: Regular Full Time 

Salary Information: 140,626 - 185,023 per annum

Application Close: August 10, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.