Service Delivery Improvement Manager

Position Summary

The Service Delivery Improvement Manager position is best suited for a highly motivated flexible creative and independent candidate with excellent communication interpersonal and project management skills to drive effective and efficient responses to special projects.  The work will involve planning coordination and implementation of demonstrations and trials exploring improvements to delivery of city services management of the rightofway for unconventional timelimited activities such as outdoor dining and nonroutine transportation needs and support for special events when required.  

The role may involve delegation to teams responsible for developing and/or implementing innovation.  This Manager will frequently be assigned to organize and lead coordination efforts across departments and entities to implement and trouble shoot deployment.  This work may or may not involve the implementation of new technologies.

This position will be staffed in OTIS but may be assigned to work under other Department leaders and/or their deputies as needed. 

Essential Functions

Planning and Diagnosis

• Confer with the Managing Director Deputy Managing Directors and select department leads to map out service delivery and operational challenges and match these to Administration Priorities
• Prepare and maintain a prioritized work plan in consultation with Deputy Managing Director identifying candidate initiatives key partners and proposing timelines and resource requirements.
• Convene and organize among department leads and problem owners to define specific challenges that can be improved through focused collaboration across multiple entities.
• In special circumstances stand up deepdive diagnostic work on behalf of the Managing Directors Office (MDO) to support improved delivery of clearly defined services and responsibilities that require improvement.

Collaboration and Communication

• Facilitate internal and external engagement to organize teams around advancing initiatives demonstration efforts and other initiatives to set goals support and amplify direction provided by the Managing Director and Deputy Managing Directors.
• Articulate and disseminate direction from Managing Director to achieve meaningful buyin and cooperation from key stakeholders and acceptance of roles and responsibilities.
• Identify and organize subjectmatter experts department leads to scope initiatives a broad range of possible subject areas within and adjacent to the portfolio of the Managing Directors Office.
• Build relationships with staff across various City departments to better implement programs and projects.

Implementation

• Organize crossfunctional and interagency teams to fully scope and implement quick win initiatives to address specified improvement objectives.
• Identify benchmarks for success undertake evaluation in collaboration with department leads and internal and external stakeholders with focus on learning that supports further improvement and scaling of effective practices and innovation
• Support and document potential and requirements to build out scaleup and transfer effective
• Identify gaps in policy direction and implementation that threaten success then propose undertake and document actions required to achieve goals. 

Documentation

• Document problem statements scopes of work performance findings and outcomes in a manner suitable for scaling deployments and for establishing and disseminating best practices scaling deployments.
• Prepare a quarterly report summarizing accomplishments updating the work plan and projecting opportunities and resource requirements

Competencies Knowledge Skills and Abilities

The is role is envisioned as a flexible internal consultant capable of working effectively across multiple subject areas by leveraging communication and organizational skills with existing subject matter experts rather than relying on personal expertise or capacity to any exceptional ability learn on the job.

• Innovation familiar with stateoftheart approaches to project management change management technology deployment and municipal service delivery
• Communication Strong written and verbal communication skills with emphasis on interpersonal skills and ability to cultivate strong working relationships with a variety of partners.
• Inclusion Ability to work in diverse environments including office settings work sites and conducting community outreach.
• Critical Thinking Excellent problemsolving skills.  Adaptable and effective working with imperfect information.
• Entrepreneurship Action oriented approach with comfort setting goals and achieving results in nonroutine and nonrecurring
• Planningcan accurately scope out projects to their full extent set goals and evaluate progress against them.
• Active Listeningcan hear people out; understands the importance of listening to and understanding a wide range of opinions.
• Organizing can marshal resources to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information in a useful manner.
• Partnership Demonstrated experience developing and maintaining interdisciplinary partnerships

Successful candidates will know the following:

• Agile management concepts and practices
• Stakeholder engagement best practices and fundamentals of partnership development
• Best practices in project management and setting and tracking performance toward project goals
• Fundamentals of municipal public works project delivery and operation management

Qualifications :

We welcome and encourage applicants with nontraditional career paths. Persons who do not exactly meet the qualifications outlined are encouraged to describe in a cover letter how their experiences equip them to excel in this position.

Minimum Qualifications:

• Completion of a bachelors degree in public administration business administration transportation planning urban planning or a closely related field.
• Five or more years of professional project management experience in public infrastructure projects technology projects program evaluation government/public sector project delivery and/or experience working with constituents and community stakeholders.
• Demonstrable work experience in stakeholder engagement and contract management budget and scheduling.

Desirable Qualifications:  

• 10 or more years of experience combined in project management technology implementation public or private sector public works and with municipal government departments focused on operations and service delivery.
• Familiarity with grantfunded projects particularly in the context of the public sector.
• Proficiency in a second language.

A masters degree may be substituted for up to two years of work experience.

Additional Information :

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $72000 $90000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTAs Key Advantage program. Employees can ride on SEPTA buses subways trolleys and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation sick leave and holidays
• Generous retirement savings options are available
• Pay off your student loans faster As a qualifying employer City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses extending not only to City employees but in some cases spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial wellbeing and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22 2023 vaccinations are no longer required for new employees that work in nonmedical nonemergency or patient facing positions with the City of Philadelphia. As a result only employees in positions providing services that  are patientfacing medical care (ex: Nurses doctors emergency medical personnel) must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race ethnicity color sex sexual orientation gender identity religion national origin ancestry age disability marital status source of income familial status genetic information or domestic or sexual violence victim status. If you believe you were discriminated against call the Philadelphia Commission on Human Relations ator send an email to

For more information go to: Human Relations Website: Work :

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