Summary
Description
The Service Delivery Senior Manager drives exceptional client outcomes through hands-on leadership, coaching, and service observation while remaining closely connected to day-to-day operations. The role supports teams in applying vocational best practices, trauma-informed approaches, and disability-informed service delivery.
This position supervises frontline staff and supervisors and fosters a collaborative, accountable team culture. The SDSM ensures clients experience seamless, person-centred services across multiple programs and funding streams while strengthening relationships with employers, community partners, and internal teams.
Examples from the core areas of responsibility include:
Service Delivery Practice Leadership
Provide visible leadership in service delivery by coaching, observing, and supporting staff working directly with clients. Ensure teams apply vocational best practices and trauma-informed approaches while monitoring service outcomes and driving continuous improvement.
High Performing Team Leadership
Lead and develop high-performing teams of frontline staff and supervisors through coaching, performance management, and professional development. Foster a collaborative and learning-focused culture that supports staff working with vulnerable populations.
Integrated Client Experience & Community Partnerships
Build and maintain strong relationships with community partners, employers, and service providers to support meaningful employment opportunities. Identify service gaps and strengthen wraparound supports for clients experiencing complex barriers.
Operational Oversight & Workplace Health and Safety
Ensure compliance with workplace health and safety policies, promote psychological health and safety, and coordinate emergency preparedness and incident response activities.
What Success Looks Like in This Role:
In this role, success will look like:
- Teams consistently delivering high-quality employment and vocational services that help individuals facing barriers to employment achieve meaningful outcomes.
- Frontline staff and supervisors feeling supported, coached, and confident in applying vocational best practices, trauma-informed approaches, and client-centred service delivery.
- Strong collaboration across programs and funding streams, ensuring clients experience seamless and integrated support.
- Productive partnerships with employers and community organizations that create employment opportunities and strengthen wraparound supports for clients.
- A positive, accountable team culture where staff are engaged, supported, and continuously improving their practice.
Who Thrives in This Role:
This role may be a great fit if you:
- Enjoy coaching and developing others and believe strong teams create strong outcomes for clients.
- Are comfortable balancing strategic leadership with hands-on engagement in service delivery.
- Are motivated by supporting individuals experiencing complex barriers to employment.
- Value collaboration with community partners and employers to create meaningful opportunities.
- Bring curiosity, reflection, and continuous learning to your leadership approach.
What you bring to the position:
If you meet most of the qualifications and are passionate about this work, we encourage you to apply. We recognize that career paths are not always linear. Equivalent combinations of training and experience will be considered.
Required Qualifications:
- 5–7 years of progressive leadership experience in employment services, vocational rehabilitation, workforce development, or related social service environments.
- Bachelor’s degree in Human Services, Social Work, Vocational Rehabilitation, or a related field
- Equivalent combinations of education and relevant leadership experience may be considered
- Valid Driver’s License and access to a personal vehicle during work hours, with ability to travel as required
- Ability to successfully complete a criminal background check
Competencies / Skills
- Experience leading high-performing service delivery teams supporting individuals facing barriers to employment
- Experience supervising or coaching frontline supervisors and developing leadership capacity within teams
- Strong understanding of vocational best practices, trauma-informed approaches, and client-centred service delivery
- Experience using service data to guide program improvement and team performance
- Ability to build collaborative relationships with community partners, employers, and service providers
- Strong analytical, organizational, and problem-solving skills
- Proficiency with CRM systems and Microsoft Office 365
- Excellent communication and relationship-building skills
Why Work for Open Door Group?
Champion of Great Workplaces: ODG proudly holds the title of one of Canada's Certified Great Places to Work, fostering a culture of compassion and authenticity. Join a team that values your unique contribution and believes in the boundless potential of every individual.
Competitive Compensation and Benefits: As a Certified Living Wage Employer, ODG is committed to offering more than just a job. Enjoy a comprehensive 100% employer-paid benefits package and an RRSP matching program. Your well-being matters, and we provide an Employee and Family Assistance program to support you. Invest in your future with our professional development fund. Pursue courses, workshops, or certifications to enhance your skills and advance your career.
Community Impact: Be part of an organization that goes beyond the conventional, providing tailored employment services to build strong workforce ecosystems and thriving communities. Your work will directly contribute to the social and economic well-being of the community.
Open Door Group values diversity and is committed to providing an inclusive work environment. We are looking for qualified individuals who represent, at all job levels, the diversity of the people we serve. We encourage applications from Indigenous peoples, people of all genders and sexual orientations, racialized individuals, people with disabilities, individuals of diverse ethnic and cultural backgrounds, ages, and faith traditions.
We strive to ensure an accessible experience for candidates. If you require accommodation at any stage of the recruitment process, please contact us toll-free at 1 866 377 3670 and ask to speak with an HR representative, or you can email us at humanresources@opendoorgroup.org.
Only shortlisted candidates will be contacted.
