Senior Manager - Digital Community Services

Job Summary

Lead and manage the integrated Community Services function to deliver safe, accessible, high-quality, and digitally enabled services that enhance the experience of residents, visitors, businesses, and community partners. Translate community needs and organizational objectives into effective service strategies, operating models, service standards, and technology-driven solutions. Oversee service planning, implementation, and continuous improvement, ensuring seamless coordination with internal departments, external service providers, and relevant stakeholders. Monitor service performance through measurable KPIs, drive operational excellence, address community feedback, and ensure services align with organizational objectives, regulatory requirements, and the overall vision for a sustainable, inclusive, and vibrant community.

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.