Service Delivery Manager

Step into a leadership role where your impact is felt every day. As the Service Delivery Manager, you’ll lead a high-performing team providing consistent service delivery across employment, employer, and support functions while maintaining a welcoming, efficient, and accountable environment for Job Seekers, employers, and partners.

You’ll inspire and lead a diverse, multidisciplinary team to deliver exceptional, coordinated services that truly make a difference. From shaping a positive, inclusive culture to driving performance and innovation, you’ll be at the forefront of creating an environment where job seekers thrive and partnerships flourish.

This is more than operations—it’s about building momentum, elevating outcomes, and continuously pushing for better. If you’re energized by leadership, passionate about community impact, and motivated by results, this is your opportunity to lead meaningful change.

What You'll Do

Site Leadership & Operations

• Provide day-to-day leadership and oversight of one service location.
• Ensure the site operates smoothly, safely, and efficiently, including space utilization, scheduling, and resource availability.
• Oversee front-line operations and ensure consistent, client-centred service delivery.
• Act as the primary escalation point for operational, service, or safety concerns at the site.

People Management & Team Support

• Lead, coach, and support site-based staff, including Service Navigators, Employer Services Advisors, and Office Coordinators.
• Support onboarding, training, scheduling, and performance management of site staff.
• Foster a collaborative, trauma-informed, and inclusive team culture.
• Support staff wellbeing and address performance or conduct issues in a timely and professional manner.

Service Quality & Performance

• Monitor service delivery against established targets, outcomes, and quality standards.
• Use data and reporting tools to track service activity, client flow, and outcomes.
• Identify service gaps, risks, or bottlenecks and implement corrective actions.
• Support consistent application of assessments, Action Plans, service navigation, and follow-up practices.

Stakeholder & Partner Coordination

• Maintain strong working relationships with community partners, service providers, and employers connected to the site.
• Support coordinated service delivery and effective collaboration across networks.
• Participate in or lead case conferences and service planning discussions as required.
• Represent the site in internal meetings and external forums.

Compliance, Reporting & Continuous Improvement

• Ensure accurate documentation, data entry, and reporting in accordance with organizational and funder requirements.
• Support audits, reviews, and quality assurance activities.
• Collect and respond to feedback from Job Seekers, staff, and partners.
• Contribute to continuous improvement initiatives and share best practices across sites.

Risk Management & Safety

• Ensure compliance with health, safety, privacy, and security requirements.
• Respond to incidents, complaints, or critical situations in accordance with policy.
• Promote a safe, respectful, and professional environment for all site users.

What You'll Bring

Required

• Diploma or degree in Social Work, Human Services, Business Administration, Public Administration, or a related field.
• Minimum 5 years’ experience in service delivery, operations management, or program leadership.
• At least 2 years’ experience in a people management or supervisory role.
• Experience leading client-facing teams in a complex, multi-stakeholder environment.
• Strong operational, problem-solving, and decision-making skills.
• Excellent communication, leadership, and documentation skills.

Preferred

• Experience managing a service site or multi-service program.
• Familiarity with employment services, workforce development, or community-based programs.
• Experience using case management or service tracking systems.
• Training in trauma-informed leadership, change management, or quality improvement.

Job Type: Full-time

Pay: $75,000.00-$85,000.00 per year

Benefits

• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• RRSP match
• Vision care

Work Location: In person