Service Delivery Coordinator

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Join the City of Edmonton and play a vital role in enhancing construction accountability and improving customer service for our community. This is an opportunity to use your strategic systems-thinking approach to make a significant impact across the corporation and the external community.

As a Service Delivery Coordinator you will be responsible for managing and overseeing the day-to-day operations of the centralized inquiries and complaints system for construction-related concerns directed to the Coordinated Construction Accountability Team (CCAT). You will act as a key liaison utilizing your analytical and communication skills to triage complex issues manage systems and contribute to policy and process improvements. This role requires independence political acumen and an understanding of the socially sensitive nature of construction within a municipal context.

What will you do

• Lead the daily operations and assist with the implementation of the new centralized complaints office within the Coordinated Construction Accountability Team (CCAT)
• Evaluate and triage incoming inquiries and complaints to the appropriate multi-disciplinary teams across the City ensuring compliance with service level agreements for response timelines
• Build and maintain effective communication and positive working relationships with internal teams external consultants developers community partners and other interested and/or affected parties
• Review analyze and ensure compliance of incoming and outgoing communication and mediate/problem-solve complex time-sensitive inquiries
• Monitor and track internal and external performance dashboards research construction site safety inquiry trends and recommend areas of focus based on data
• Lead and control small projects and process improvements through to completion defining goals objectives and deliverables
• Assist in drafting reports for administration and City Council on legislative amendments policy changes and emerging issues from community and builder inquiries
• Develop strategies to build positive social norms and promote behavioral changes around construction activities and participate in public engagements as a spokesperson when required

• University degree in business administration public administration communications or a related field
• A minimum of two (2) years of progressively responsible experience in a combination of: strategic and operational business planning and working with corporate performance measures and budgets

Skills required for success:

• Experience in managing and maintaining tickets programs
• Ability to work in a fast paced environment with quick deadlines
• Experience in preparing and presenting technical briefs and reports for leadership
• Experience and skill in the use of analytics and data intelligence to support decision making processes
• Experience in an inter-governmental environment working with government officials and community partners
• Experience in integrating strategic planning into operational practice
• Ability to establish and maintain eff ective work relationships as necessitated by work assignments
• Alignment to our Cultural Commitments and Leadership Competencies ( a culture of equity diversity reconciliation and inclusion

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) that is satisfactory to the City of Edmonton and there may be a cost associated with this requirement
• Candidates are required to hold a valid Alberta Class 5 drivers license (or provincial equivalent) or higher. Candidates will be required to arrange their own transportation and where appropriate will be reimbursed in accordance with City of Edmonton policy. This may require the candidate to obtain business-use auto insurance
• Compliance with the City of Edmontons safety standards for Personal Protective Equipment (PPE) such as wearing safety footwear head protection skin protection hand protection eye protection and respiratory protection
• Applicants may be tested

Work Environment:

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
• This is a public-facing role and requires engagement and interaction with diverse people
• This role requires completion of repetitive and strenuous tasks such as sitting standing walking and reaching/pushing/pulling

The City of Edmonton values applicants with a diverse range of skills experiences and competencies and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation please contact Learn more about our benefits to 1 permanent full-time position

Hours of Work: 33.75 hours per week

Salary Range: $42.304 - $52.8530 (Hourly); $74529.070 - $93113.770 (Annually)

Talent Acquisition Consultant: JF/VH

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

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