Lead, Client Portfolio - IT

The IT Client Portfolio Lead position at the City of Mississauga is a full-time role within the Corporate Services department, specifically in the IT division. The primary purpose of this role is to manage the client relationship and operational support and maintenance of all technology solutions utilized by the business client units within their assigned portfolio. This includes managing various projects and work requests related to system upgrades, enhancements, routine and preventative maintenance, and participating in new solution implementations as part of a cross-functional team.

This position will be required to work in a hybrid work arrangement. Our offices are located at Mississauga City Hall, 300 City Centre Drive in Mississauga.

IT Service Delivery and Operational Support

• Managing day-to-day activities and operations to ensure the delivery of the annual work plan, prioritizing work requests, monitoring helpdesk performance, contributing to incident and problem management and ensuring compliance with City policies. This includes providing technical solution support to meet service and operating level agreements for a wide range of technologies, devices, infrastructures, and applications in a dynamic 24/7 support environment. Additionally, it requires collaborating with business owners and operational teams to identify, plan, and manage service support needs, solution requirements, and technology dependencies.
• Conducting and supporting technology upgrades, hardware deployments, product roadmap planning, inventory of business applications, maintaining vendor support details, ensuring quality knowledge base articles, and coordinating ongoing technical support staff training.

Business Relationship Management

• Understand and align IT services with organizational goals and business priorities as well as identify opportunities for business value creation through IT solutions
• Act as a liaison between business units and IT and facilitating regular status meetings to ensure technology awareness
• Proficient in business analysis and strategic planning
• Create insightful and interactive visualizations to effectively communicate technology options and recommendations to business partners
• Partner with internal teams to find opportunities for process improvements that aide and improve operational efficiency.
• Staying informed on new trends and technologies.

Resource Management

• Coordinate work assignments for IT Specialists and Business Analysts within a team of IT professionals,
• Coordinate work from cross-functional teams, estimate and assign work packages, and provide operational guidance to project resources.
• Provide oversight and guidance on quality of deliverables, conducting Peer Reviews as required, providing feedback to continuously improve service delivery. ness planning and capital budget processes, providing technical information for business cases, and managing capital budgets.

Project Management

• Overseeing all aspects of project management, including planning, monitoring, controlling, and delivering IT projects within time, budget, and quality standards. It also involves adhering to various methodology frameworks, documentation standards, governance, change control, stakeholder and resource management, and alignment to corporate policies and processes.
• Collaborate with cross-functional IT project teams, including IT, business, procurement, legal, privacy, risk, accessibility, health & safety, and external vendors, is essential for the successful planning and implementation of project deliverables.
• Organizational Change Management planning and execution, ensuring that solutions and changes are adopted with change management best practices. Enabling training, stakeholder engagement and communication to maximize on benefits realization and mitigate implementation risk.

Procurement/Contract/Vendor Management

• Providing ongoing contract and vendor management support, establishing vendor contracts, overseeing procurements, and ensuring compliance with procurement policies.
• This includes preparing procurement documents such as SOW, business, functional and technical requirements, and pricing schedules, including RFxs (RFT, RFP, RFI, RFQ).
• It also involves reviewing and evaluating vendor procurement responses and demonstrations, reviewing payment invoices from suppliers, resolving discrepancies, and confirming accordance with contract purchase orders.
• Additionally, it encompasses proactive risk management, planning, and problem-solving to address technical issues in IT projects, work requests, and operational solution management through strong vendor relationship management, security compliance, and software development lifecycle controls (analysis, design, development, test, quality assurance, implementation, and contingency support).

Financial Management & Planning:

• Contributing to business planning and capital budget processes, providing technical information for business cases, and managing capital budgets.

• Post-secondary education in Computer Science, Information Systems Management, a related degree/diploma or a mix of education and work experience.
• A minimum of 8 years of progressive experience within IT roles and a minimum of 5-7 years' related experience primarily focusing on client relationship management, application development, project implementation, and support environment.
• A strong commitment to customer service and relationship management. Ability to build and maintain relationships.
• Strong technical knowledge and experience in the deployment and management of business solutions based on varied architectures such as client/server, web-based, SaaS, cloud, etc. Demonstrated knowledge and experience with a variety of server operating systems, network, and database technologies including Active Directory, Microsoft databases (administration, SQL queries), DFS and file storage shares, networking (Cisco), etc.
• Demonstrated management and resolution of service incidents, troubleshooting tactics, and problem solving under pressure is required.
• ITIL, BRM, PMP and PMI-ACP certification would be preferred.
• Strong communication skills with the ability to present to various levels within the organization.
• Outstanding project management, analytical, implementation, vendor management, organizational, communication (oral & written), and customer service skills.
• Demonstrated participation in procurement needs identification (RFxx, SOW) and evaluation, including contract administration and vendor management roles is required.
• Demonstrated experience successfully leading and delivering projects.