Business Relationship and Technology Solutions Manager

Position Details

• Location: Welland
• Employment Type: Full-time
• Contract Type: Permanent
• Engagement Type: Permanent
• Department: Information Services
• Work Location: On-Site
• Category: Corporate Services
• Subcategory: IT & Digital Services
• Job Level: Manager

About the City of Welland

At the City of Welland, we're continuously rewriting our story. Not because we don't know where we're going, but because we are constantly reaching for new heights, engaging in new approaches, and pursuing what many believe to be unattainable or too ambitious. We're not satisfied with the status quo, and we're certainly not satisfied with doing things a certain way simply because that's how they were done in the past.

We expect our population to increase to over 80,000 in the next 20 years, and serving a diverse, growing community requires strategic thinkers, norm breakers, and passionate civil servants. In Niagara, Welland's growth leads every other municipality, and the City is becoming the region's heartbeat.

So, we invite you to author your chapter and contribute to the overall body of work the City of Welland is creating. At the City of Welland, your ideas are nurtured, your input is invited, a healthy work-life balance is available, and most importantly, your voice will make a difference.

About the Position

Reporting to the Chief Information Officer, the Business Relationship and Technology Solutions Manager plans and delivers complex and strategically important digital projects including IT Strategic Plan priorities. This role requires a skilled relationship-builder who excels at working with cross-functional teams, managing consultants and external service providers, and translating business needs into effective technology solutions. The position serves as a strategic advisor and trusted business partner to City departments, helping to identify service improvement opportunities, evaluate technology needs, develop business cases, and align technology investments with corporate objectives, security requirements, and available resources.

The Business Relationship and Technology Solutions Manager oversees the full project lifecycle, including design, development, testing, implementation, updates, and ongoing maintenance, while ensuring strict accountability to timelines, budgets, and project scope. The role also supports the intake, assessment, prioritization, governance, adoption, and continuous improvement of technology initiatives.

Duties & Responsibilities

The duties listed are not meant to provide a description of each and every job performed but only those which represent the core functions of the job.

• Serve as the primary relationship manager between Information Services and City departments, fostering collaborative partnerships and alignment between business objectives and technology solutions.
• Engage with departmental leaders and stakeholders to understand strategic priorities, operational challenges, emerging needs, and opportunities to improve municipal service delivery through technology.
• Provide strategic advice regarding technology capabilities, digital transformation, automation, data, cybersecurity considerations, solution options, and relevant industry practices.
• Create and maintain project plans that communicate goals, scope, tasks, milestone dates, status, critical path tasks, and resource allocation.
• Manage the intake and preliminary assessment of technology initiatives, ensuring business needs, expected outcomes, dependencies, risks, resource requirements, and success measures are clearly documented.
• Facilitate requirements gathering, business process reviews, readiness assessments, and technical feasibility assessments in collaboration with business units and Information Services staff.
• Assist departments with business cases, project charters, cost estimates, procurement requirements, and capital or operating budget submissions for technology investments.
• Support IT governance and prioritization processes by evaluating strategic alignment, business value, organizational readiness, resource capacity, security, technical compatibility, and financial implications.
• Develop and maintain departmental technology roadmaps in collaboration with business stakeholders and Information Services leadership.
• Support technology procurement activities, including requirements development, market research, solicitation documents, vendor evaluation, contract coordination, and implementation planning.
• Lead or coordinate organizational change management activities, including stakeholder engagement, communications, training, user readiness, and adoption planning.
• Monitor solution adoption, stakeholder satisfaction, anticipated benefits, and lessons learned following implementation, and recommend opportunities for continuous improvement.
• Ensure proposed and implemented technology solutions comply with corporate policies, information security requirements, privacy obligations, technical standards, and approved architecture.
• Track and measure project performance, adjusting plan and resources as appropriate to meet changing needs and requirements.
• Work with project teams to assign individual responsibilities.
• Maintain documentation on both current-state and future-state business processes.
• Coordinate day-to-day operational aspects of projects and liaise between internal and cross-functional teams to ensure project success.
• Collaborate with subject matter experts and vendors, both internally and externally, to identify specific interactions, interfaces, or processes that should take place in the implementation of a recommended solution.
• Investigate, research, document and assess business process restructuring opportunities and other hardware/ software technologies that will most efficiently achieve the defined project outcomes, which involve consultation with other comparable municipalities, internet research, conferring with supervisors, managers, and tenders.
• Facilitate project meetings, preparing agendas, presentations, and minutes; provide regular updates to team members and project leaders.
• Develop project strategies to ensure alignment of team members, and priorities based on a vision to execute on time, within the scope, and on budget.