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Director of Technology Management

Description

The Director of Technology Management is responsible for steering the technological vision and operations at the Foundation. This role involves strategic planning, implementation, and ongoing oversight of our technology infrastructure, ensuring it effectively supports our mission of driving exceptional customer experience (CX) and human-centric design in government. The successful candidate will lead the integration of cutting-edge technology with our core initiatives, including the portal tool that assesses government CX maturity.

This role requires a deep understanding of service design, digital transformation, and data-driven decision-making. The ideal candidate should be skilled in working with cross-functional teams to enhance service delivery, implementing innovative digital solutions, and ensuring alignment with government best practices.

Key Responsibilities

  • Technology Strategy Development: Develop and execute a comprehensive technology strategy that aligns with the Foundation’s mission and objectives in customer experience, service design, and human-centric design.
  • Portal Tool Oversight: Lead the development, enhancement, and maintenance of our portal tool, ensuring it meets the evolving needs of government entities in assessing their CX maturity.
  • Digital Service Transformation: Oversee the design, development, and enhancement of digital tools, including the CX maturity portal, ensuring seamless integration with government systems.
  • User-Centered Design & Research: Apply data analysis, user research, and journey mapping to drive service improvements, ensuring a customer-centric approach in all digital transformation efforts.
  • Stakeholder Collaboration & Project Management: Work closely with government partners, internal teams, and external vendors to ensure the effective delivery of technology-driven solutions. Collaborate with the financial team to align technology investments with the organization’s financial strategy.
  • Security, Compliance & Best Practices: Ensure technology infrastructure adheres to security standards, regulatory requirements, and industry best practices, while also staying updated on emerging trends.
  • Team Leadership & Capacity Building: Mentor and lead a technology team, fostering a culture of innovation, collaboration, and continuous learning. Facilitate training sessions to enhance technical capabilities within the organization.

 

Qualifications

  • Education: A master’s degree in Technology Management, Computer Science, Engineering, or a related field is required.
  • Experience:
    • 8-10 years experience in systems analysis, software engineering, network design, or a related field.
    • Proven leadership experience in technology management, particularly within digital transformation initiatives.
    • Expertise in CX, service design, and human-centric design is required.
    • Experience conducting user research, developing service blueprints, and leading digital service redesign projects.
    • Familiarity with, or previous experience implementing the International Model for Customer Experience in Government is considered an asset
    • Previous management consulting experience is considered an asset
    • Strong background in data analysis, benchmarking, and performance measurement to support service improvements.

Skills

  • Strong leadership and team management abilities.
  • Excellent communication and stakeholder engagement skills.
  • Accuracy and attention to detail
  • Ability to analyze data, generate reports, and develop dashboards for performance monitoring.
  • Experience in process optimization, Lean Six Sigma methodologies, and workflow simulation is an asset.
  • Fluency in English; proficiency in Arabic is considered an asset.

 

Other Requirements

  • Applicants must be currently legally able to work in Canada
  • Applicants must be willing to provide a criminal record check
  • Applicants must be willing to work remotely as well as in-person (hybrid)
  • Applicants must be willing to travel internationally (travel expenses covered by employer)

Benefits

  • Paid time off (volunteering or personal days)
  • Parking available

Interested? Apply now!

Interested candidates should submit the following:

  1. Resume 
  2. Cover letter
  3. References attesting experience
  4. Written entry detailing two examples of CX or human-centric design initiatives they have been involved in, with a focus on their contribution from the technology side.
  5. Proof of education (e.g., copies of degrees or certifications).

Please send your application to yasmeen@govcx.org. Applications that do not include all required documents may not be considered.