Apply By: Tuesday, June 17, 2025, 11:59 pm EST

Shape the future of customer service delivery in Ontario.

Consider this exciting opportunity to be part of an innovative and forward-thinking leadership team supporting an all-of government approach to service delivery for Ontarians.

Ontario is Canada’s most populous province, home to over 15 million Ontarians that benefit from responsive government services. ServiceOntario is part of the Ministry of Public and Business Service Delivery and Procurement (MPBSDP) with a mandate as the front door of government, focused on customer service, customer experience, driving service improvements, and an all-of-government approach to service delivery. ServiceOntario provides programs, services, and products online, in person, and on the phone – ranging from health cards, driver’s licences, business services, government services and birth certificates that support individual Ontarians and businesses with services they need at important moments. ServiceOntario partners with all ministries to deliver services and with federal, municipal, and private sector providers.

We are looking for an Assistant Deputy Minister (ADM), Customer Care to join the executive leadership team and be part of transforming service delivery and the customer experience, with a focus on making access to government services simple and convenient. Leveraging your expertise in leading people and developing talent, modernizing and transforming programs and services, you will ensure the continuous improvement of service delivery to meet evolving customer and business needs. We are seeking inspiring and forward-thinking leaders to enable government's vision to delivering better, simpler and faster services to Ontarians online, in person and on the phone.

A career in the Ontario Public Service is driven by a passion for creating a stronger Ontario.

We foster a diverse and inclusive workplace where employees have the resources and opportunities they need to be fulfilled and inspired to move Ontario forward.

How we support diversity, inclusion and accessibility

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 [email protected]. All information discussed related to accommodation will be kept confidential.

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 commitments
• Anti-Racism Policy

About the Job

Leading the Customer Care Division of ServiceOntario and reporting to the Associate Deputy Minister, you will:

• lead a division that handles millions of customer interactions and transactions per year through over 1,000 staff, 273 private and public service centres and contact centres across the province.
• provide strategic direction and operational leadership to effectively integrate and deliver simple and convenient services to Ontarians and businesses, partnering with Ontario ministries as well as retailers, communities, municipal and federal government
• be a key contributor of ServiceOntario’s overarching delivery vision and fulfilling the vision of exceeding customer expectation with exceptional services, inclusive design, people leadership, and resource management
• lead modernization that advances customer services experience and achieves sustainability through innovation in multi-channel service delivery
• have overall responsibility for the effective and successful integration of new services from other ministries into ServiceOntario
• partner with technology delivery partner to develop a technology roadmap that enables customer centric and efficient service delivery
• provide leadership for the effective management of contact centre and service centre operations, focused on service delivery to the public and businesses
• ensure the development and implementation of a comprehensive accountability framework ensuring government alignment, risk management, quality assurance, functional integrity and effectiveness.

What you bring to the team

Executive Leadership

You are a seasoned, influential service delivery people leader with proven abilities in:

• modeling leadership by creating and promoting a cross-functional empowered team environment that fosters and creates a culture of inclusion, equity, and accessibility in the workplace
• championing your employees to ensure they have the tools to provide and deliver simpler, faster, better, and seamless services to Ontarians and businesses
• working collaboratively within the Ministry’s leadership structure and building partnerships with peer ADM’s and within and across the enterprise to influence and make an impact
• championing a service delivery culture to grow strong leaders, enhance performance, build relationships and resolve issues
• championing processes that support governance, decision making, information sharing, risk and issues management

Stakeholder and Relationship Management

You are an effective relationship builder that:

• establishes strong partnerships with delivery partners both internal and external to government
• is able to motivate, inspire and engage diverse stakeholders, partners, and teams
• embraces positive innovation via the adoption of information technology and implement inclusive, creative, and high-impact services and design
• empowers your teams to prepare for challenges and new opportunities as the OPS transforms service delivery
• demonstrates resiliency, and experience leading and motivating large, high-performing and multi-functional teams in a fast-paced, highly visible, challenging environment

Transformation and Political Acuity

You are a change champion that will:

• lead through transformational change with a track record of championing innovative delivery, the adoption of alternative service delivery models, and technologies that enable better customer experience
• foster collaborative internal and external relationships to ensure a seamless integration of program design and service delivery
• demonstrate political acuity while providing strategic advice to senior leaders and other stakeholders
• build and manage relationships with external partners and stakeholders based on transparency, accountability, and trust
• use innovative techniques to encourage support for and commitment to change, service enhancement and integration.

What We Offer

The Ontario Public Service is one of Ontario’s largest employers. Employees work for a wide range of ministries, with offices in more than 70 cities across the province. We offer:

• a career that can grow across ministries and job functions
• flexible learning and developmental opportunities, including education and mentorship programs
• many employee networks offering support for and education about underrepresented groups
• tailored work arrangements, including opportunities like flex hours, self-funded leave and more.

Don't meet every requirement?

If you're excited (to work for the Ontario Public Service or about this opportunity) but don't think you meet all the criteria, please still consider applying. We recognize no one person might have every qualification in this job ad, and you just might be the right candidate!

Additional information:

The OPS uses multiple methods to assess candidates for executive positions; these may include resume screening, interviews, assignments, psychometric assessments, simulations and reference checks.

Note: This competition may be leveraged to fill other vacancies for similar roles.

Job Id: 230081

How to apply:

1. You must apply online by visiting www.ontario.ca/careers. You must enter the job ID number in the Job ID search field to locate the job ad.
2. Your cover letter and résumé combined should not exceed five (5) pages.
3. 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.
4. OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
5. If you require a disability related accommodation in order to participate in the recruitment process, contact the Executive Recruitment Unit at [email protected].

Applicants to this competition may also be considered for other executive opportunities within the OPS.