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Director of Service Operations

3 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: $79,703.00 - $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 transformation of service portfolios as we transition from the current model. Candidates should possess a keen interest in collaborating across various programs and demonstrate enthusiasm for leadership that encompasses the full range of the agency's services.

Under the guidance of the Associate Executive Director and Executive Director, the Service Director is tasked with the strategic design, execution, and leadership of a collection of programs within the organization. This position entails overseeing the initiation of new programs while ensuring the effective operation of existing ones. A strong commitment to mentoring and coaching a skilled team of Program and Residential Coordinators is essential, alongside providing strategic oversight to achieve optimal outcomes for both staff and clients.

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. Guarantee the quality and effectiveness of client service delivery through ongoing operational assessments of programs.
  2. Facilitate the review, analysis, and evaluation of service effectiveness, and actively participate in research and evaluation efforts.
  3. Prepare and oversee proposals, grants, and new projects as necessary.
  4. Ensure the effective execution of service agreements and follow-through on deliverables.
  5. In collaboration with the Clinical Director, oversee agency quality assurance activities and outputs.
  6. Develop and implement annual department-level targets based on the agency's strategic priorities.
Community Engagement
  1. Establish new strategic partnerships and nurture existing relationships with key stakeholders to address program gaps and enhance service excellence.
  2. Support proactive community relationships and assist with neighborhood grievances in a professional manner.
  3. Actively represent the agency in community networks and committee meetings, presenting at Board 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 improvements.
  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, controls, and process improvements are effectively implemented across the portfolio.
Property Management Support
  1. Assist Residential Coordinators with building-related issues as necessary.
  2. Monitor trends related to building and property management in collaboration with senior leadership.
  3. Support advancements related to 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 coaching teams.
  4. Experience with 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. Exemplify a leadership style that promotes workplace wellness and a culture of belonging.
  6. Lead by example in self-care and promote work/life balance.
  7. Exhibit excellent organizational skills to manage complex tasks.
  8. Enjoy collaborating with a dedicated team.

Conditions of Employment

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

Leadership Culture Fit

  1. Passionate about delivering high-quality care through innovative and evidence-informed approaches.
  2. Celebrate the uniqueness of every individual, fostering a sense of belonging and safety.
  3. Lead with compassion and support a culture of listening and meaningful connections.
  4. Build connections across programs and communities to promote inclusion and empowerment.
  5. Acknowledge systemic inequalities and advocate for dignity and access for all.
  6. Approach harm reduction with a non-judgmental perspective that builds resilience.
  7. Support individuals and communities in adapting and promoting positive transformation.