Senior Manager - Digital Community Services

Job Summary

Key Responsibilities (Financial)

• Community Services Strategy: Develop and implement the community services strategy, ensuring alignment with the master plan, smart-city vision, customer experience priorities, and organizational objectives.
• Service Design and Delivery: Define, develop, and oversee end-to-end community services, including community engagement, resident support, public-realm activation, permits and service requests, mobility touchpoints, safety communications, and digital service channels.
• Digital Community Platform: Lead the implementation and continuous enhancement of an integrated community services ecosystem, including mobile applications, web portals, CRM and case management systems, self-service solutions, digital notifications, and knowledge management platforms.
• Smart-City Integration: Integrate community-facing services with relevant smart-city platforms and data sources, including mobility, security, access control, facilities management, events, and operational dashboards, to enable seamless service delivery and informed decision-making.
• Operational Governance: Establish and maintain service standards, standard operating procedures (SOPs), escalation mechanisms, service-level agreements (SLAs), governance frameworks, and vendor-management controls to ensure consistent, efficient, and high-quality service delivery.
• Customer Experience and Community Engagement: Develop effective resident and stakeholder engagement mechanisms, including surveys, feedback channels, community forums, and service performance analytics. Translate insights into actionable initiatives that improve satisfaction, accessibility, and service quality.
• Cross-Functional Leadership: Collaborate with planning, ICT, security, facilities management, operations, procurement, communications, and external service providers to ensure coordinated service delivery and alignment across all community-facing functions.
• Innovation and Continuous Improvement: Identify, evaluate, and pilot emerging technologies and innovative service solutions, including AI-enabled service assistants, process automation, predictive analytics, connected mobility, and location-based community communications.
• Performance Management: Establish and monitor key performance indicators (KPIs), service delivery metrics, customer satisfaction measures, and operational dashboards to evaluate effectiveness, identify service gaps, and drive continuous improvement.
• Risk, Compliance, and Data Integrity: Ensure compliance with applicable regulatory requirements and organizational policies, maintaining appropriate controls for information security, data privacy, data quality, business continuity, emergency communications, and service-provider performance.
• Team Leadership and Capability Development: Lead, develop, and empower the Community Services team, establishing clear accountabilities, performance objectives, and development plans to build a customer-focused, collaborative, and high-performing function.

Qualification, Experience and Skills

• Bachelor’s degree in Engineering, Business, Technology, Urban Planning, Public Administration, or a related discipline.
• 12-15+ years of progressively responsible experience in community services, customer experience, smart cities, urban development, ICT, operations, or digital transformation.
• Demonstrated experience leading complex, multi-stakeholder initiatives from strategy and design through implementation and operational handover.
• Strong experience in service governance, KPI development, supplier coordination, risk management, and executive reporting.
• Practical capability in digital platforms, API integration, data management, Power BI, automation, CRM or case-management systems, and smart-city technologies.
• Proven ability to lead multidisciplinary teams and influence senior stakeholders across public and private-sector environments.
• Customer experience engagement.
• Strategic service leadership and customer-centric design.
• Smart-city, ICT, and digital-transformation delivery.
• Data-driven decision-making and performance management.
• Stakeholder alignment and vendor governance.
• Innovation, automation, and continuous improvement.
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