Manager, Network Services (PB580)

by City of London

Reference #: COL01207-3741
Position Type: Full-time
Location: London, Ontario
Date Posted: Nov 22, 2022
City of London

Job Description

Summary of Duties

Reporting to the Senior Manager, Information Security and Network, the manager oversees the team responsible for network and telephone connectivity at all City of London facilities through the Wide Area Network and carrier provided solutions. In addition to City Service Areas, this oversight responsibility includes Agencies, Boards and Commissions supported on the corporate network. The manager will ensure the team delivers and sustains the network through day-to-day operations and the application of best practices. The team continually monitors the network, striving for high quality of service, connectivity, availability, and security using various tools and technologies.  

Work Performed

  • Provide leadership in the coordination and delivery of (programs, initiatives, policies, projects, planning) that contribute to the implementation of strategic initiatives for the Information Technology Services to meet the Council’s Strategic Plan.

  • Manage a team of union and non-union, management, and contracted resources including hiring, coaching, administration, training and setting performance objectives for reporting employees. Respond to sensitive and confidential human resource issues as required.

  • Ensure that the network is monitored for quality of service, connectivity and security using various tools and technologies while providing 24/7 on call support for resolution of problems.

  • Ensure the delivery and sustainability of the network through the complete lifecycle of planning, research, architectural reviews, rightsizing and scalability of systems and services, training and support, configuration and deployment of all networking equipment, installation, documentation, monitoring, and preventative maintenance.

  • Work with staff across divisions to support inquiries, joint project work, communication on planned maintenance, and sharing of industry knowledge.

  • Advise and guide decisions related to industry best practices and standards using industry knowledge, Telecommunications Act and regulatory bodies such as the Canadian Radio-television, Telecommunications Commission (CRTC), Industry Canada, law enforcement, first responder agencies and others.

  • Assist with the analysis, design, installation, and maintenance of network and telecommunication systems including utilization and performance monitoring. Recommend and oversee the execution of corrective and enhancing continuous improvement actions.

  • Provide leadership in the execution and delivery of projects, services, and programs for IT client services supporting:
    • Telecom services including but not limited to Voice Over Internet Protocol (VOIP), analogue phone line services to support security alarms and various non-data requirements, SIP trunking, e911 services, desktop and mobile VOIP phones, and soft phone clients.

    • Network services including but not limited to core, branch office and cloud-based firewalls; uninterruptible power supplies; wired, wireless, and RF hardware; VPN software; and cloud networking solutions.

  • With a comprehensive understanding of applicable business processes, identify projects and participate in business case development and project management where technology will enhance efficiency and effectiveness in service delivery.

  • Coordinate and supervise vendor management including procurement, project management, service level agreements, documentation, and risk management.

  • Review and approve upcoming IT application and infrastructure changes as part of the Change Advisory Board along with other ITS managers.  Chair the Change Advisory Board meetings on a rotating schedule.

  • Identify and recommend internal controls in the form of policies, procedures, practices in relation to the general and specific risks of the Corporation; ensure internal controls are implemented, monitored, and reported on specific to the Division.

  • Promote and foster working relationships with employees and bargaining units and ensure consistent application of the collective agreements.

  • Liaise with unions on issues that affect bargaining unit employees as required.

  • Fairly and consistently administer provisions of various collective agreements to promote resolution of grievances.

  • Provide representation at mediation and arbitration proceedings as required.

  • Build and support employee commitment to a high level of performance in all areas of customer service, employee safety and delivery of individual goals and objectives.

  • Engage in opportunities to work across Divisions and Service Areas in support of enterprise-wide collaboration.

  • Identify, recommend, adapt, and implement innovative and effective work practices and procedures to improve service delivery and the business responsibilities of the team.

  • Recommend and develop processes and tools needed to increase efficiencies and continuous improvement opportunities to improve the effectiveness of services provided by Information Technology Services Division.

  • Implement strategies to track performance measures for Unit deliverables, using appropriate data collection and analytics.

  • Adhere to the Procurement of Goods and Services Policy; includes the responsibility of delegation of procurement initiation approval authority and delegation of approval authority for professional consulting services as per policy amounts.

  • Provide input to the development of the annual operation budget for the Information Technology Services Division.

  • Provide updates, information and recommendations to the Senior Manager, Information Security and Network on priorities with responsibility to operationalize identified goals and strategies.

  • Lead the development and delivery of an annual work area plan for the team with a focus on the alignment of goals, metrics, operations, and projects to Council’s Strategic Plan.

  • Prepare reports and/or represent the Service Area at Standing Committees and Council meetings as required.

  • Prepare a response to inquiries from elected officials, media and the public as requested by the Manager, Director, or Deputy City Manager of the Service Area.

  • Represent the City of London and Service Area in legal proceedings as required.

  • Represent the Division on the various boards and committees of external organizations, associations, and government partners to promote the City of London as a leader, share best practices, build relationships, and recommend solutions as required.

  • On a rotating schedule, act as the after-hours Escalation Manager.

  • On a rotating basis, supervise and coordinate semi-monthly after-hours Preventative Maintenance activities.

  • Demonstrate commitment to supporting anti-racism, anti-oppression, and human rights through interactions with stakeholders, employees and individuals and implementation of policies, programs and protocols that reflect this commitment.

  • Demonstrate commitment and adherence to Health and Safety legislation and programs; and actively promote a culture of safety with direct reports.

  • Encourage and support employee participation and commitment to divisional and organizational objectives.  Actively mentor, provide development opportunities and build team performance with direct reports. 


  • Three-year Community College Business Information Systems Diploma or Bachelor’s degree in Computer Sciences or in a related field plus five years of IT network and telecommunications experience is required.

  • Five to seven years related management experience in an information technology environment or equivalent combination of education and related professional and lived community experience.

  • Information and Technology and Project Management focused certifications are an asset; examples include but not limited to: Project Management Professional, Microsoft Certifications (Fundamentals, Associate, Expert).

  • Cisco network certifications such as CCNP Enterprise an asset.

Specialized Training & Licenses

Skills and abilities in the following areas are necessary:

  • Demonstrated knowledge and experience in the above identified areas of accountability with an understanding of the Unit’s programs and services.

  • Demonstrated success leading or supervising employees, contracted services, and consultants.

  • Proven commitment to the safety of employees with knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to the position.

  • Ability to understand the importance of service delivery; develop and implement initiatives that support the Unit’s customers in a timely and effective way.

  • Demonstrated effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community; experience working collaboratively with organizations, clients, and other stake holders.

  • Strong verbal, written, interpersonal, communication, facilitation, and presentation skills; demonstrated political acumen.

  • Ability to work varied hours to meet requirements of the position including after-hours support for ITS service delivery.

Compensation and Other Information

$96,723 to $126,632

This position is currently under review.

Our hiring process is in accordance with the Mandatory Proof of COVID-19 Vaccination Administrative Policy


As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.



Application Contact Information

Company Name:   City of London
Application URL: Click here to apply online