Service Coordinator

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The Treasury Board Secretariat, Infrastructure Technology Services, is seeking a Service Coordinator to provide infrastructure project delivery services, specializing in project and portfolio management, support, and infrastructure knowledge, to project teams engaged in the maintenance and renewal of the enterprise I&IT infrastructure. You will also contribute to the development of Ministry operational and strategic plans, policies, directives, procedures, guidelines, standards, and best practices.

If this seems like the position for you, read on!

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About the job

In this role, you will:
• Provide advice and expertise to unit staff, project and portfolio managers and teams, other I&IT colleagues and stakeholders across the enterprise in the areas of processes, best practices, standards, risk management, resource and skills requirements and financial management for infrastructure projects.
• Ensure ongoing consultative support by working with clients (e.g. directors, managers, staff) to ensure their needs and expectations are understood and addressed.
• Ensure that clients are provided with effective advice, expertise, resources and information on I&IT matters.
• Liaise with systems managers and specialists in other ministries to co-ordinate joint systems activities that have multi-Ministry applications.
• Provide technical input to Branch planning, budgeting and standards development.
• Liaising with I &IT project/portfolio managers to assess the adequacy of existing I &IT project and portfolio management methods, practices and documentation and gauge the level of understanding and knowledge by benchmarking the existing environment against established standards in order to identify, analyze and correct any gaps, weaknesses, redundancies or failures.
•Disseminate and follow up on corrective actions and propose education and training across the I &IT project/portfolio management community.

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What you bring to the team

Technical Knowledge:

• You have knowledge of current and emerging I&IT operational methods and technologies, including hardware platforms, software, networks, databases, applications common business systems, technology infrastructure, operational services and service delivery methods to manage the delivery of information systems.
• You have knowledge of (Ontario Public Service) OPS/Cluster/Branch I&IT strategies, plans, policies, directives, best practices and standards.
• You have knowledge of ministry business plans to ensure that industry partner capabilities, vendor service offerings, agent services and ministry business needs are evaluated and met.
• You have knowledge of Government policies and procedures on procurement, tendering, purchasing and contract.

Project Management Skills:

• You have knowledge of IT project management techniques, methodologies and skills, including budgeting processes, in order to support projects, in the planning, acquisition and implementation of technology solutions of both corporate and client- specific business applications.
• You have knowledge of portfolio and project management tools, such as MS Project, Clarity or equivalents to supplement project management methodologies, and facilitate best project outcomes.

Interpersonal/Influencing Skills:

• You have demonstrated negotiation skills to manage service level agreements with clients and service agreements with suppliers.
• You have proven customer relationship management skills to provide advice, guidance, assistance and education to clients.
• You possess consultative and persuasion skills to deal with client management issues and service delivery problems.

Analyzing and Problem-Solving Skills:

• You are able to reconcile and balance needs of clients in the provision of services within budgetary and resource limitations.
• You have the ability to develop protocols for problem resolution processes and situations.
• You are able to ensure the timely identification and resolution of service problems and issues.
• You have the ability to identify and assess the efficiency and effectiveness of operational policies.
• You are able to ensure operations and plans comply with and are aligned with ministry and OPS I&IT directions/standards.
• You can participate in Branch strategic/operational planning.

Customer Service and Communication Skills:

• You have excellent customer-service skills.
• You have oral and written communication skills to provide ongoing consultative advice and support to clients.
• You are able to manage stakeholder relations, provide written/verbal instructions and advice to clients on systems services/solution/applications, prepare reports, presentations, and provide recommendations to senior management and clients.

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Additional information:

Note:

• T-TB-110830/17

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.