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Director of Service Operations

2 months ago

Ottawa, Ontario, Canada John Howard Society Ottawa Full time

Job Posting

Position: Service Director

Employment Type: Full Time – Internal Posting Only

Salary Range: $79,000 - $89,703.00

Hours: Full time (35 hours per week)

Reporting To: Executive Director or Delegate (Associate ED)

Position Overview

This role is designated for a 'Service Director' who will play a pivotal part in the re-structuring of service portfolios as we transition from a dual to a triadic model. Candidates should exhibit a comprehensive interest in engaging with our diverse range of programs and demonstrate enthusiasm for leadership that encompasses the full spectrum of the agency's services.

Under the guidance of the Associate Executive Director and Executive Director, the Service Director will be tasked with the design, execution, and strategic oversight of a suite of programs within the organization. This position entails the initiation of new programs and the ongoing management of existing ones. A commitment to mentorship and coaching of a team comprising skilled Program and Residential Coordinators is essential, alongside strategic oversight to ensure optimal outcomes for both staff and clients. Collaboration with the director team on operational and strategic issues is a key component of this role, as is the commitment to advancing the mission, vision, and strategic priorities of the organization.

Key Responsibilities

Strategic Leadership
  1. Assess and address systemic trends and emerging needs within the service portfolio, collaborating with senior leadership and Coordinators to respond 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 further strategic and operational goals.
Program Quality Assurance
  1. Ensure the quality and effectiveness of client service delivery through regular operational assessments of programs.
  2. Conduct reviews, analyses, and evaluations of service effectiveness, and actively participate in research and evaluation initiatives.
  3. Prepare and oversee proposals, grants, and new projects as necessary.
  4. Oversee the effective execution of service agreements and ensure adherence to deliverables.
  5. In collaboration with the Clinical Director, manage agency quality assurance activities and outputs.
  6. Develop and implement annual department-level targets based on the agency's strategic priorities.
Community Engagement
  1. Forge new strategic partnerships and cultivate existing relationships with key stakeholders to address program gaps and enhance service excellence.
  2. Support proactive community relations and assist with neighborhood and community concerns in a professional manner.
  3. Represent the agency and its values in community networks and committee meetings, and present at Board meetings as required.
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, systems, and policy enhancements.
  3. Guide and mentor Coordinators on financial compliance and control measures.
  4. Work with Coordinators and the Director of Administration to prepare funder budget submissions and other funding applications.
  5. Partner with the Director of Human Resources on staffing and health and safety matters.
  6. Ensure all HR systems, controls, and process improvements are effectively implemented across the portfolio.
  7. Implement new and existing policies and procedures related to HR, IT, and Finance.
Property Management
  1. Assist Residential Coordinators with building-related issues as necessary.
  2. Monitor and collaborate with senior leadership on trends related to building and property management.
  3. Support agency initiatives related to property and asset management.

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 with collaborative efforts to achieve shared goals.
  5. Demonstrated excellence in collaborative leadership.
  6. Able to foster constructive dialogue and healthy debate.

Preferred Attributes

  1. Alignment with the agency's values and beliefs.
  2. A leadership style characterized by humility, adaptability, and flexibility.
  3. A positive outlook on challenges as opportunities for growth.
  4. A commitment to lifelong learning and ongoing mentorship.
  5. A leadership approach that promotes workplace wellness and a culture of belonging.
  6. Strong organizational skills to manage complex tasks.
  7. A sense of enjoyment in working with a dynamic team.

Conditions of Employment

  1. Participate in the director rotational on-call model.
  2. Exhibit flexibility to meet the diverse needs of the portfolio.
  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. A belief in the uniqueness and lived experiences of individuals as foundational to creating a sense of belonging.
  3. A commitment to fostering a culture of listening, support, and meaningful connections.
  4. A dedication to building inclusive and empowering relationships across programs and communities.
  5. A recognition of systemic inequalities and a commitment to treating all individuals with dignity.
  6. A non-judgmental approach to harm reduction that builds resilience and accountability.
  7. A focus on empowering individuals and communities to adapt and thrive.