Manager, Public Works Support Services

Manager, Public Works Support Services

Competition Number:                 25/82

Posting Scope:                           Internal / External

Posted Date:                               May 1, 2025

Closing Date:                              May 22, 2025, 4:30 PM PST

Department:                                Engineering & Public Works

Posting Type:                              Continuous (Regular Full-Time)

Work schedule:                          Monday to Friday ( 35 hour work week)

Salary:                                         Pay Band 6 ($124,177.509 to $146,091.298)

Job Code:                                   3163

Employee Group:                      This is an Exempt position

Number of Vacancies:              1

The City of Victoria is seeking a skilled and collaborative Manager, Public Works Support Services to lead customer service and administrative operations within our Engineering and Public Works division. Reporting directly to the Assistant Director of Public Works, this key leadership role ensures effective service delivery, operational coordination, and administrative excellence across a range of internal and public-facing functions.

As Manager, Public Works Support Services, you will lead a dedicated team responsible for handling escalated service requests, contract administration, facility coordination, budget oversight, and labour relations support. You will play an essential role in supporting infrastructure delivery by optimizing internal systems, fostering cross-departmental collaboration, and advancing customer experience through data-informed strategies and process improvements.

Our ideal candidate brings significant experience in public sector operations, team leadership, and service delivery in a unionized environment. You demonstrate strength in financial management, customer service, and policy development, with the ability to balance strategic thinking and operational execution. Knowledge of BC Occupational Health and Safety Regulations and experience with complex administrative systems will be highly valued.

If you’re passionate about supporting critical public services through effective leadership and continuous improvement—and ready to help shape how the City delivers excellence to residents and internal partners—this role offers an opportunity to make a meaningful and lasting impact.

EDO

The successful candidate may be eligible for earned days off, earning up to two days per month in recognition of the time worked beyond core operational hours. Such arrangements are subject to change based on operational needs.

Position Summary: 

Under the Direction of the Assistant Director of Public Works the Manager, Public Works Support Service is responsible for the supervision and ongoing development of departmental customer and administrative services by ensuring quality service provision through highly trained staff and process improvement. This position is responsible for the development of policies, procedures and strategies as well as the management of customer service issues.

The Manager leads staff by providing daily support and leadership to ensure effective and efficient delivery of support and customer services offered by the Support Services Department. The Manager is responsible for developing methods to continually enhance the quality-of-service delivery, providing data to operational managers and supervisors, resolving escalated complaints, asset management, emergency management, safety management, preparation of annual operating budgets and reports and special projects.

Major Accountabilities:

Managing a Team:

• Manage and lead a team of 5-6 Support Service Associate and 1 Supervisor, to ensure they are providing excellent customer service support to the public.
• Prepare and maintain confidential correspondence relating to complex labour relations and personnel matters, recruitments, performance management, attendance and disciplinary actions subject to the approval of the Assistant Director of Public Works and/or Director of Engineering and Public Works.
• Collaborate with People and Culture Department on training, development of policies and procedures.

Customer Service:

• Responsible for the development of policies, procedures and strategies as well as the management of customer service issues.
• Lead investigations on Public Works incidents where needed. Works collaboratively with other City departments to resolve customer complaints.
• Manage and organize confidential or sensitive information confidently, maintaining discretion, and developing strategies to mitigate risks in disseminating this information.
• Provide administrative support and direction to Communication and Engagement on Public Works related Operations and media enquiries.
• Continuously strives to improve customer service through data driven trends and metrics, including the use of advanced digital platforms and systems.
• Responds to requests for proposals related to equipment, materials, and Public Works services such as traffic control.

Finance:

• Collaborating with Supply Management on preparation, tracking and evaluations of tenders and requests for proposals related to equipment, materials, and Public Works services such as traffic control
• Prepare annual operating budgets and reports.
• Works with colleagues within Finance including, Accounts Payable, Payroll and Parking regularly to manage Public Works financials and assets.

Special Projects and Other:

• Represent Engineering and Public Works on various committees such as JOHSC, rehabilitation, special events, and corporate advisory committees.
• Ensure compliance with BC Occupational Health and Safety Regulations.
• Coordinate the ongoing maintenance of all Public Works building and yard spaces, including parking and office spaces/work areas. Works with internal departments and external contractors to achieve objectives.
• Provide administrative support on special projects to support corporate initiatives.

Qualifications:

• Diploma in Business or Public Administration or a related technical field; an equivalent combination of education and experience may be considered. Degree would be an asset.
• 8 years of progressive supervisory and management experience, working in a dynamic and collaborative environment, and driving change-management initiatives. Experience in operational management including responsibility managing diverse teams.
• Professional knowledge and experience in the principles, methods, and procedures applicable to administrative services.
• Significant hands-on leadership in budgeting and accounting, specifically within the public sector environment.
• Thorough knowledge of BC Occupational Health and Safety Regulations including standards and practices would be an asset.
• Valid B.C. Class 5 Driver’s Licence.

Competencies:

• Excellent verbal and written communication skills.
• Strong understanding of financial budgeting and expense tracking.
• Skilled in conflict resolution and able to manage multiple stakeholder expectations.
• Ability to independently lead initiatives and develop partnerships with internal and external stakeholders.
• Superior customer service skills and commitment to service excellence and continuous quality improvement.
• Demonstrated experience coaching, team building, managing and developing staff to achieve high levels of performance in a unionized environment.
• Advanced analytical, problem-solving, financial administration, organizational and time management skills.

To apply for this opportunity, you will need to create an online profile or log back into our career portal at www.victoria.ca/jobs - only online submissions will be considered. All applications must be submitted online by 4:30 pm on the closing date noted on the posting. Please be prepared to provide proof of qualifications as outlined in your resume. 

The City of Victoria is committed to integrating equity, diversity, inclusion, and accessibility into our programs, policies, spaces, and services. Our goal is to cultivate a diverse and inclusive workforce that reflects the community we serve and aim to become. Individuals who are Indigenous, racialized, immigrants, persons with disabilities, 2SLGBTQIA+, or facing any additional barriers are encouraged to apply. Accommodations will be available upon request throughout the application and selection process. 

If you require assistance, please email us at careers@victoria.ca.