BAND 2 - Service Delivery Manager/Government Agent- Closing date extended

Bring your strong leadership skills to this dynamic team environment

MINISTRY OVERVIEW

Dedicated to making life better for British Columbians, the Ministry of Citizens’ Services (CITZ) delivers key services that people rely on. CITZ delivers accessible, multi-channel services, through a single-point-of-contact service approach to people in urban and rural communities through Service BC, and delivers the digital face of government at www.gov.bc.ca. CITZ also provides support for the expansion of high-speed internet connectivity throughout the province, leadership across government to modernize information management and technology resources, trusted data services to government agencies, prompt, and relevant responses to freedom of information requests, and statistical and economic research, information and analysis to businesses and the public sector. In addition, the ministry manages the Province’s real estate assets, technology systems and equipment, and leverages procurement to increase business opportunities and create rewarding jobs that contribute to local economies and benefit individuals, families, and communities.

A service-focused organization, CITZ strives to be a great place to work, where all employees feel both engaged and motivated to do their best.

POSITION OVERVIEW

The Service Delivery Manager/Government Agent contributes to Service BC’s strong reputation for building trust and confidence in government by effectively leading staff, in person and virtually, at one or more in-person service centers to ensure the highest standards of service delivery. Reporting to an Area Director, the Service Delivery Manager/Government Agent leads teams, projects and program initiatives to promote and ensure service quality, community presence, and access to services for citizens and businesses. Service Delivery Manager/Government Agents collaborate with other leaders and business partners to implement strategic and operational goals and objectives to meet the needs of citizens and businesses in the communities we serve.

Job Requirements:

• High School Diploma or GED
• Experience leading teams to provide exceptional in-person and/or virtual services.
• Experience managing conflict and dealing with emotionally charged individuals or groups.
• Experience leading an environment where there are frequently changing and competing priorities.
• Experience managing a broad range of human resource functions including performance management, leave management, recruitment, and retention.
• Experience coaching, training, and developing a team to provide best in class service.

Preference may be given to applicants with one or more of the following:

• Post-secondary education in Business Management, Public Administration, Finance, Commerce, Leadership or related discipline.
• Management or supervisory experience.
• Experience supervising in a unionized environment.
• Experience leading the implementation of process improvements or organizational changes.
• Experience interpreting and applying legislation, policies, and procedures particularly in the area of finance and budgets.
• Experience using analytics to make informed business decisions, allocate resources, and evaluate outcomes.
• Experience leading a remote/virtual or geographically distributed team.
• Experience leading in a public sector or regulated environment.
• Experience leading projects or programs with multiple stakeholders.

Provisos/Willingness Statements:

• Willingness to keep self-informed on current trends and issues through ongoing training, education, and participation in branch projects.
• Successful completion and certification of the Certified Service Manager (CSM) training through the Institute for Citizen- Centred Service within 6 months of Service BC making this course available to you (this training will be paid for and provided by Service BC).
• Willingness to travel for varying lengths of time.

For questions regarding this position, please contact Melody.Olsen@gov.bc.ca

About this Position:
Amendment (May 30, 2024): Posting closing date extended to (June 9, 2024)
This position is excluded from union membership.
This position has full time on-site requirements.
An eligibility list may be established to fill future permanent and/or temporary vacancies across the Ministry of Citizens’ Services.
Flexible work options are available; this position may be able to work from home a few days a week subject to an approved telework agreement.
Employees of the BC Public Service must be located in BC at the time of employment.

Port Alberni is a city located on Vancouver Island in the province of British Columbia, Canada. The city lies within the Alberni Valley at the head of the Alberni Inlet, Vancouver Island's longest inlet. It is the location of the head offices of the Alberni-Clayoquot Regional District. Port Alberni currently has a total population of 18,259.

This role also manages another Service BC office in the city of Ucluelet.

Working for the BC Public Service:
The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452.

The BC Public Service is an award-winning employer and offers employees competitive benefits, amazing learning opportunities and a chance to engage in rewarding work with exciting career development opportunities. For more information, please see What We Offer.

How to Apply:
Your application must clearly demonstrate how you meet the job requirements listed above.

Cover Letter: NO - Please do not submit a cover letter as it will not be reviewed.

Resume: YES - A resume is required as part of your application, however, it may not be used for initial shortlisting purposes.

Questionnaire: YES - You will need to complete a comprehensive questionnaire to demonstrate how you meet the job requirements. Include all relevant information about your educational accomplishments and employment history including job titles, start and end dates (month and year) of your employment, and how you obtained your relevant experience. The questionnaire will take approximately 60 minutes to complete.

Helpful tips, videos and more regarding the application process can be found on the Your Job Application page of MyHR. If you are experiencing technical difficulty applying, e-mail BCPSA.Hiring.Centre@gov.bc.ca, before the stated closing time, and we will respond as soon as possible.

Additional Information:
A Criminal Record Check (CRC) will be required.

Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located at the bottom of the posting.

Applications will be accepted until 11:00 pm Pacific Standard Time on the closing date of the competition.