Job Description

Apply By: Wednesday, July 16, 2025 11:59 pm EDT

Manager, Ottawa Service Centre (ServiceOntario)

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Job ID:

231595

Posting status:

Open

Organization:

Ministry of Public and Business Service Delivery and Procurement

Division:

Customer Care Division

City:

Ottawa

Position(s) language:

English

Job term:

1 Temporary contract/assignment - up to 18 months

Job code:

M0904B - Administrative Services15

Salary:

$86,330.00 - $127,214.00 Per year

Lead High-Impact Service Delivery in the Heart of Ottawa

Do you thrive in dynamic, high-volume environments where every day brings new challenges and opportunities? Are you a people-centered leader with a passion for continuous improvement and exceptional customer service?



This is your opportunity to shape how government services are delivered in the largest and most visible public service centre in the East Region. Located in downtown Ottawa, this high-traffic location serves a wide and diverse population, averaging 300 to 400 customers daily. We are seeking an operational leader who can support frontline teams, improve service delivery, and help foster an engaging, responsive, and resilient workplace.

The Ontario Public Service: Strengthening Ontario, together.

A career in the Ontario Public Service is driven by a passion for creating a stronger Ontario. If you share this ambition, we are fostering a diverse, equitable, and inclusive workplace where employees have the tools and opportunities they need to be fulfilled and inspired to move Ontario forward. Our leaders enjoy:

Purpose-driven culture:

Be part of a dynamic leadership team dedicated to serving 15 million Ontarians. Your leadership will drive long-term impact and contribute to public service excellence.

Empowering work environment:

Thrive in an inclusive workplace that reflects the population we serve, with flexible work arrangements and friendly workplaces that support you in bringing your authentic self to work and exploring your full potential.

Expansive leadership opportunities:

Benefit from endless growth opportunities, mentorship, and the chance to lead across various sectors. In the Ontario Public Service, your leadership journey can span multiple ministries and functions.

Recognition and Rewards:

Your efforts will be recognized both formally and informally, ensuring you feel valued and supported. We offer competitive salaries with performance-based pay, a defined-benefit pension plan, and comprehensive benefits that support your holistic wellness. Enjoy a range of vacation and leave options, along with access to employee and family assistance programs and inclusive counselling services.

About the job

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At the Ontario Public Service, we hold our leaders to the highest standards, expecting them to embody authenticity, accountability, and courage in every action and decision. As a leader, you'll be at the forefront of creating a dynamic work environment that sparks innovation, fosters collaboration, and champions inclusivity. We value a diverse, anti-racist, and accessible workplace where everyone feels safe and respected. By embracing these values, you'll help build a vibrant team culture where every individual can thrive. Your leadership will inspire and motivate your team to achieve their best, aligning their efforts with our strategic vision.




As

Manager of the Ottawa Service Centre

, you will be responsible for overseeing the delivery of government services at our only publicly run location in the nation's capital. This centre is unique within the region for its scale, visibility, and service offerings. Your leadership will be critical in meeting customer expectations and ensuring continuity of operations.



To succeed in this role, you will:

Lead day-to-day operations of the centre, ensuring efficient workflows, positive customer experience and achievement of service standards. Provide consistent guidance and day-to-day support to a large frontline team, strengthening morale and operational stability in a high-demand setting with ongoing recruitment and attendance needs. Monitor and improve wait times, customer flow, and service outcomes, including at the kiosk, greeter desk, and express wicket. Deliver targeted outreach and community strategies to help reduce unsuccessful in-person transactions. Collaborate with other public and private service centre managers to support consistency, innovation, and shared success across the Ottawa market. Support regional priorities and contribute to strategic planning and performance reporting.


Please note:


This position is based at Ottawa City Hall and requires on-site work five days a week. The position is expected to begin later in the year, though there is flexibility depending on team needs and candidate availability. We encourage applicants to indicate their availability in their application.

Meet Your New Team

You will report to the

Heather Kearney, Director of East Service Centres Branch

. Heather (she/her) is a seasoned public servant and an inclusive leader with a breadth of leadership experience in both the public and private sectors. From communications in entertainment, education, entrepreneurship and finance to tax administration, legislative interpretation and tourism, Heather has brought valuable lessons and a fresh perspective to her Customer Care role at ServiceOntario, promoting customer experience through innovation and service delivery excellence. Born and raised in eastern Ontario, Heather thrives in serving in government that touches people's everyday lives in this beautiful region of the province and encourages her team to focus on the impact their work has on the people in their communities. She believes in asking both why and why not, how can we do it better and that great customer experience begins with great employee experience. Prospective candidates interested in joining Heather's team and enjoying the meaningful work of responsive community service delivery are encouraged to connect directly via email at heather.kearney@ontario.ca.



You will join a dedicated and collaborative leadership team that values flexibility, results, and service excellence. You'll work closely with public and private partners in Ottawa and across the region to ensure a seamless and inclusive customer experience.



The Ottawa Service Centre team is known for its fast-paced and high-impact work, its strong customer focus, and its responsiveness to evolving community needs. We are looking for a manager who can bring both structure and care to help the team thrive.

Ready to Make an Impact?

This is a pivotal leadership role with the opportunity to influence how tens of thousands of Ontarians access services every year. Your ability to manage complexity, lead through change, and build strong connections with staff and customers will be essential in delivering results that matter.



If you're passionate about operational excellence, team development, and public service, we encourage you to apply and help shape a positive customer experience for the people of Ottawa.

What you bring to the team

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Strategic Leadership and People Management

Demonstrated the leadership behaviours, attributes and mindsets for leaders, across the organization, to lead the OPS into the future and deliver our vision. Experience inspiring, supporting, and developing high-performing teams in dynamic operational settings. Demonstrated success in fostering an environment of continuous improvement, creativity, and excellence. Inclusive leadership style that values diversity, collaboration, and open communication. Skilled in aligning people, processes, and resources to optimize service delivery and achieve organizational outcomes.

Operational Leadership and Service Excellence

Experience managing operations in a high-volume, customer-facing environment, with a focus on delivering consistent, high-quality service. Proven ability to lead and support teams through change, while maintaining service standards and ensuring day-to-day continuity. Commitment to service excellence, with a track record of identifying service gaps, streamlining workflows, and improving the overall customer experience.

Team Development and Recruitment

Experience managing and developing frontline teams, including coaching, performance management, and fostering a positive work culture. Ability to navigate staffing challenges with agility, including proactive recruitment, onboarding, and retention strategies. Skilled at building team engagement, addressing issues such as burnout or absenteeism with empathy and accountability.

Problem Solving and Adaptability

Proven capability in assessing complex situations and developing practical, effective solutions. Flexibility in responding to shifting priorities, operational demands, and workforce dynamics. Political acuity to anticipate risks, respond to sensitive issues, and support informed decision-making.

Communication and Relationship Building

Clear and thoughtful communicator, able to motivate teams, convey expectations, and provide meaningful updates to leadership and partners. Skilled in building collaborative relationships with colleagues, staff, and external partners to support coordinated and efficient service delivery.

Language Skills

Bilingualism (English and French) is considered an asset, as it supports inclusive service delivery in Ottawa's diverse and multilingual community.

Don't meet every qualification?

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If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

How we support diversity, inclusion and accessibility

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We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.



Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.



Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

diversity, equity and inclusion initiatives accessibility Anti-Racism Policy

Additional information:

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Apply by:

Wednesday, July 16, 2025 11:59 pm EDT

Position details:

1 English Temporary, duration up to 18 months, 110 Laurier Ave W, Ottawa, East Region, Criminal Record Check

Compensation group:

Management Compensation Plan

Work hours:

Schedule 6

Category:

Management and General

Posted on:

Wednesday, July 2, 2025

Note:

About security checks:

A criminal or other federal offence record

does not automatically disqualify you

from the position. We consider each situation based on the position's responsibilities.

If a check is needed and you've lived outside of Canada in the past 5 years for 6 or more months in a row, or if you are not a Canadian resident, you'll need to provide an out-of-country police clearance certificate from the country you lived in.

Employment screening checks are only reviewed and evaluated by the Transition and Security Office, which also maintains them and keeps them strictly confidential.
T-MG-231595/25

How to apply:

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You must apply online.

Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.

Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.

Read the job description to make sure you understand this job.

OPS employees are required to quote their WIN EMPLOYEE ID number when applying.

If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment services team will contact you within 48 hours.

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 matiere de langue et evaluation:

Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichees en francais et en anglais. Consultez la section Langue du ou des postes en haut de chaque offre d'emploi pour connaitre les exigences linguistiques. Pour tous les postes, les candidats sont evalues en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/francais), vous devrez egalement passer un test de competences linguistiques en francais.

Strengthening Ontario, together