BAND 4 - Director, Service Solutions & Expansion

Bring your vision, leadership, and strategic planning skills to this important role.

MINISTRY OVERVIEW
Dedicated to making life better for British Columbians, the Ministry of Citizens’ Services (CITZ) delivers key services that people rely on. CITZ delivers accessible, multi-channel services, through a single-point-of-contact service approach to people in urban and rural communities through Service BC, and delivers the digital face of government at www.gov.bc.ca. CITZ also provides support for the expansion of high-speed internet connectivity throughout the province, leadership across government to modernize information management and technology resources, trusted data services to government agencies, prompt, and relevant responses to freedom of information requests, and statistical and economic research, information and analysis to businesses and the public sector. In addition, the ministry manages the Province’s real estate assets, technology systems and equipment, and leverages procurement to increase business opportunities and create rewarding jobs that contribute to local economies and benefit individuals, families, and communities. A service-focused organization, CITZ strives to be a great place to work, where all employees feel both engaged and motivated to do their best.

DIVISION OVERVIEW
Service BC Division is government’s leading provider of citizen- and business-centred services. Through our province-wide network of over 60 in-person service centres and a province-wide Contact Centre, we provide over 600 services on behalf of close to 40 partner ministries and agencies.

Within Service BC Division, our people and our culture are important to us. We look for people who are motivated to deliver an excellent service experience to citizens, businesses, colleagues, peers, clients and partners. Our vision is to deliver innovation, value, and service excellence to the citizens of British Columbia and our aspirational goal is to become a best-in-class public service delivery organization. We believe in being kind and helpful, and we are committed to delivering “Service with Heart”.

BRANCH OVERVIEW
The Integrated Services Solutions Branch is responsible for the management and operation of Service BC’s Provincial Contact Centre, Online HelpDesk and Health Contact Centre Services. The branch works across Service BC’s lines of business to offer integrated service solutions by identifying, qualifying and pursuing new opportunities to expand the use of Service BC service channels and enablers. Branch goals are to create efficient and effective improvements in overall service experience for people and businesses, while helping to solve pressing business challenges for partners. Onboarding new partners to our common service platforms, such as the BC Services Card or the Provincial Contact Centre, creates economies of scale resulting in efficient and effective improvements in overall service experience for people and businesses.

JOB OVERVIEW
The Director, Service Solutions and Expansion develops strategic partnering opportunities. While creating offerings based on Service BC’s expanding family of services that optimize citizen experience and partner’s needs. The Director provides leadership in the delivery of strategic services to ministry and broader public sector customers and applies their services knowledge to develop plans for clients and the Division. During projects, the position provides direction, oversight, and support to Directors, Managers and staff who manage the portfolio of cross-functional services. and Developed solution need to support the current and long-term program needs of all clients. The Director is expected to deliver and continually improve a strategic services management framework and associated business processes to ensure the successful delivery across the division.

JOB REQUIREMENTS

EDUCATION

• Degree in, Business Administration, Public Administration, or related field; OR
• An equivalent combination of education and recent related experience may be considered*.

Experience

• Minimum 3 years of recent, related experience with client relationship management/business development/partner management;
• Minimum 3 years of experience in managing complex, multi-partner projects across government.
• Minimum 3 years of experience leading and coaching multi-disciplinary senior level professionals and/or managers in the development and implementation of complex projects.
• Minimum 3 years of experience in business planning, financial management, and negotiations.
• Experience leading and resolving complex staff, partner, union and/or vendor issues.
• Experience establishing and fostering effective working partnerships with a diverse group of internal and external partners, clients, and senior officials.
• Experience creating citizen centric solutions that factor diverse needs and requirements.
• Experience establishing collaborative relationships with executives.
• Experience leading organizational change associated with system or process implementations.

Preference may be given to applicants with:

• Experience and/or courses in best-in-class service solutions.
• Experience in an IM/IT environment.
• Experience in developing and understanding financial models
• Additional years of experience

For questions regarding this position, please contact Kessiah.Johnstone@gov.bc.ca

About this Position:
Currently there is one (1) permanent opportunity available.
The position headquarters will be Victoria, Vancouver, Richmond, Surrey or Prince George.
The locations listed above are to assist applicants in searching for this opportunity and are not a complete list of locations.
Remote work is allowed, this position can work up to full time from their home in British Columbia subject to an approved telework agreement. The locations listed above are to assist applicants in searching for this opportunity and are not a complete list of locations.
An eligibility list may be established to fill future temporary and/or permanent opportunities
Employees of the BC Public Service must be located in BC at the time of employment.
This position is excluded from union membership

Working for the BC Public Service:
The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452.

The BC Public Service is an award-winning employer and offers employees competitive benefits, amazing learning opportunities and a chance to engage in rewarding work with exciting career development opportunities. For more information, please see What We Offer.

How to Apply:
Your application must clearly demonstrate how you meet the job requirements listed above.

Cover Letter: NO - Please do not submit a cover letter as it will not be reviewed.

Resume: YES - Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying. A resume is required as part of your application, however, it may not be used for initial shortlisting purposes.

Questionnaire: YES - You will need to complete a comprehensive questionnaire to demonstrate how you meet the job requirements. Include all relevant information about your educational accomplishments and employment history including job titles, start and end dates (month and year) of your employment, and how you obtained your relevant experience. The questionnaire will take approximately 60 minutes to complete.

Helpful tips, videos and more regarding the application process can be found on the Your Job Application page of MyHR. If you are experiencing technical difficulty applying, e-mail BCPSA.Hiring.Centre@gov.bc.ca, before the stated closing time, and we will respond as soon as possible.

Additional Information:
A Criminal Record Check (CRC) will be required.

Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located at the bottom of the posting.

Applications will be accepted until 11:00 pm Pacific Standard Time on the closing date of the competition.