(Contract up to 36 Months)

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Our Payments (PRESTO) Office is seeking a Manager, Service Enablement to join their team and provide leadership in accountability for the warranty of new services and functionalities, including underpinning processes while ensuring support and compliance to Ontario provincially mandated fare management framework.

What will I be doing?

Oversees, guides, and supports all implementations of public facing fare changes for all participating transit agencies and software code deployments across the PRESTO network:

• Overseeing the creation of fare schedules in accordance with the provincial mandates while working with all participating transit agencies
• Negotiate fare change priorities, schedules and changes with all participating transit agencies to ensure successful implementation and adoption of provincially mandated fares
• Guiding and consulting transit agencies on enabling new products and configurations to ensure compliance to fare management framework
• Leading the oversight and management of the Pre-Production environment and related tool sets to control and manage the integrity of Presto enabled network of fare management and its uninterrupted availability of fare payments by riders
• Recommending strategic technologies, techniques, tools, methodologies, best practices in delivery of fare changes and software to executives, transit agencies and scheme governance Negotiating performance levels with participating vendors and operators while liaising with Vendor Management Office
• Hold vendors accountable for the delivery of agreed upon outcomes within the agreed upon service levels and terms of engagement through integrated monitoring and consistent reporting
• Recommending efficiencies and opportunities for optimization and continual improvement of fare changes and software delivery
• Measure effectiveness by monitoring and reporting on uptake of new configuration as part of fare change and software deployments and recommend continual improvement action plans for the delivery of key performance indicators and Metrolinx strategic outcomes

Oversees governance structures by designing underpinning processes and leading change initiatives:

• Liaising with Delivery Leads, Project Managers, and Product Owners in the new service enablement by leading oversight of releases to production as part of the post deployment support period to ensure integrity of the new initiative and its predictable impact to riders and transit agencies.
• Champions new ways of thinking, knowing and doing by adopting best practices and advanced tools to ensure continual improvement, achieving strategic outcomes and harnessing efficiencies.
• Leads reviews with transit agencies to identify and recommend opportunities for improvement and optimization
• Author reports for executives and decision makers both internal and external stakeholders by ensuring accuracy of data and its interpretation using data, information, knowledge, wisdom framework
• Establish and Chair governance gatherings to ensure voice of the customer is present in influencing delivery of services and their continual improvement by authoring terms of reference and other governance artifacts. Monitor governance effectiveness and make recommendations for improvement.
• Drive continuous improvement using knowledge and expertise in leading industry practices such as LEAN/Six Sigma , and business process mapping while using project management principles to implement improvements to all service enablement processes in order to reduce costs, improve product adoption and ensure brand loyalty

What Skills and Qualifications Do I Need?

• Education: Completion of a degree in Business Administration, Computer science or a related discipline – or a combination of education, training, and experience deemed equivalent
• Experience: Minimum eight (8) years of demonstrated leadership experience managing and developing innovative practices and programs of continual improvement initiatives. Superior service orientation that is demonstrated in day-to-day work outcomes, decisions and approach to solving problems.
• Certifications or Designations: PMP Project Management Professional, ITIL Foundations Certificate for Service Management, LEAN foundations, business process mapping or equivalent is an asset
• Working knowledge of software design and development (Software Development Life Cycle) and ITIL service management concepts, methods, principles and industry leading best practices to manage the planning, analysis and design for all PRESTO managed services and related policies, practices and processes;
• Systems design criteria, to apply accepted technology and design methods to manage PRESTO cards and devices, security policies, performance management, and infrastructure management and operation;
• Service-focused leadership to develop and foster innovative practices and programs and manage change;

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

Metrolinx employees are required to be fully vaccinated against COVID-19 in accordance with Metrolinx’s Mandatory COVID-19 Vaccination Standard, made under the Metrolinx Communicable Diseases in the Workplace Policy, as a condition of being eligible for the recruitment process. Proof of COVID-19 vaccination will be required. If you are not able to obtain COVID-19 vaccination for a reason related to a protected ground of discrimination under applicable human rights legislation, you can request accommodation from Metrolinx.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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