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Director of Service Operations

2 months ago

Ottawa, Ontario, Canada John Howard Society Ottawa Full time

Job Posting

Service Director

Full Time – Internal Posting Only

JOB TITLE: Service Director

WORK LOCATION(S):

SALARY RANGE: $79, $89,703.00

HOURS: Full time (35 hours per week)

REPORTS TO: Executive Director or Delegate (Associate ED)

Position Overview

This role is designated for a 'Service Director' who will engage in the re-structuring of service portfolios as we transition from the current model. Candidates should possess a comprehensive interest in collaborating across various programs and demonstrate enthusiasm for leadership that encompasses the entire spectrum of services offered by the organization.

Under the guidance of the Associate Executive Director and Executive Director, the Service Director is tasked with the design, execution, and strategic oversight of a range of programs within the organization. This position involves overseeing the initiation of new programs while ensuring the ongoing success of existing ones. A key aspect of this role is the commitment to mentoring and coaching a team of skilled Program and Residential Coordinators, providing strategic direction to achieve optimal outcomes for both staff and clients, and collaborating closely with the director team on operational and strategic initiatives.

Key Responsibilities

Strategic Leadership
  1. Assess and respond to systemic trends and emerging needs within the service portfolio, collaborating with senior leadership and Coordinators to address these effectively.
  2. Encourage the development of enhanced services through innovative initiatives or improvements.
  3. Support the strategic and operational objectives of the organization within the relevant service portfolio.
  4. Engage in director meetings and other pertinent gatherings to promote strategic and operational goals.
Program Quality Assurance
  1. Ensure high-quality client service delivery through regular operational evaluations of programs.
  2. Conduct reviews, analyses, and evaluations of service effectiveness, participating in research and evaluation efforts.
  3. Prepare and oversee proposals, grants, and new projects as necessary.
  4. Ensure effective execution of service agreements and monitor deliverables.
  5. In collaboration with the Clinical Director, oversee agency quality assurance activities and outcomes.
  6. Develop and implement annual department-level targets aligned with the agency's strategic priorities.
Community Engagement
  1. Establish new strategic partnerships and maintain existing relationships with key stakeholders to enhance program excellence.
  2. Support proactive community relations and address neighborhood grievances professionally and promptly.
  3. Represent the agency's values and beliefs by participating in community networks and presenting at relevant meetings as needed.
Financial Oversight and Human Resources
  1. Ensure financial accountability and sustainability of the portfolio by adhering to the agency's financial systems and controls.
  2. Collaborate with the Director of Administration to implement financial processes and policy enhancements.
  3. Mentor Coordinators on financial compliance and control measures.
  4. Assist in submitting funder budget proposals and preparing funding applications as required.
  5. Work closely with the Director of Human Resources on staffing and health and safety matters.
  6. Ensure all HR systems and processes are effectively implemented across the portfolio.
  7. Implement new and existing policies related to HR, IT, and Finance.
Property Management Support
  1. Assist Residential Coordinators with property-related issues as necessary.
  2. Monitor and collaborate with senior leadership on trends related to property management.
  3. Support advancements in property and asset management functions.

Qualifications

  1. Post-secondary degree or diploma in a relevant field, or equivalent experience.
  2. 5+ years of diverse leadership experience in the nonprofit sector.
  3. Proven experience in leading and mentoring teams.
  4. Experience in collaborative efforts to achieve shared goals.
  5. Demonstrated excellence in working constructively within a leadership team.
  6. Able to foster healthy discussions to mitigate groupthink.

Preferred Attributes

  1. Alignment with the agency's values and beliefs in leadership.
  2. A leadership style characterized by humility, adaptability, and flexibility.
  3. View challenges as opportunities for learning and growth.
  4. Commitment to a growth mindset and ongoing coaching and mentorship.
  5. Leadership that promotes a positive workplace culture and a sense of belonging.
  6. Exemplary organizational skills to manage complex tasks.
  7. A positive attitude and enjoyment in collaborating with colleagues.

Conditions of Employment

  1. Participate in the director rotational on-call model.
  2. Exhibit flexibility to meet varying portfolio needs.
  3. Provide a clear Criminal Record Check for Vulnerable Sector.

Leadership Culture Fit

  1. A passion for delivering high-quality care through innovative and evidence-based approaches.
  2. Celebration of the uniqueness and lived experiences of individuals to foster belonging and safety.
  3. Compassionate leadership that builds a culture of listening and support.
  4. Commitment to inclusion and empowerment across programs and communities.
  5. Acknowledgment of systemic inequalities and the right to dignity and support for all.
  6. A non-judgmental approach to harm reduction that fosters resilience.
  7. Support for community capacity to adapt and promote positive change.