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Service Delivery Coordinator

2 weeks ago

Edmonton, Canada Civida Full time

**Position**: Service Delivery Coordinator

**Department**: Planning & Project Delivery

**Position Scope/Summary**:
Responsible for the needs assessment, scoping, and determination of best value for the service delivery contracts. Works in collaboration with the 8 district Property Managers and Director, Housing, to determine required scopes of work for service delivery contracts, monitors the overall execution of the contracts. Works in collaboration with the Procurement Team, Finance Team and Property Management Team to determine the approach and methodology to bring best value to the organization and high levels of service delivery for our customers. Continuous review of existing contracts to align with current needs, identifies any gaps, implements lessons learnt, conduct business needs analysis and recommend new approaches to accomplish desired outcomes.

**Specific Accountabilities**:
**Key Responsibility 1: Needs Assessment and Scoping (65%)**
- Leads the collaborative development of the scoping for contracted scopes of work with input from the 8 district Property Managers, to determine needs, objectives and requirements
- Undertakes a needs assessment for a given scope of work to determine required contracted services
- Research benchmarking and industry standards for given scopes of work
- Works in collaboration with Procurement, Finance and the Property Management Team to determine the approach and methodology to bring best value for scope(s) of work
- Prepare procurement plan and liaise with the Procurement Team
- Evaluates alternative means for scoping and procuring a scope of work
- Undertakes a lessons learnt on current contracts and associated scoping to determine efficiencies and opportunities to be realized
- Continuous review and evaluation of existing contracts to align with current business needs
- Identifies any gap in scopes of work
- Conduct business needs analysis and recommend new approaches to accomplish desired outcomes
- Participates in the coordination with Procurement in the development and implementation of Requests for Proposals and Requests for Bids processes and resulting contract documents. Participate in the tender evaluation committee
- Identifies, tracks, and implements strategies to manage risks
- Ensure compliance with relevant Civida policy, government, regulatory, and building codes, maintaining safety standards
- Maintain understanding of Service Delivery contracts and compliance requirements.
- Attend pretender meetings, and startup meetings as necessary.
- Draft Addenda as required during the tender period in coordination with department managers.
- Recommend innovative / new approach to satisfy business needs

**Key Responsibility 2: Monitor and Compliance (20%)**
- Ensure that Property Management team understand expectations of and comply with service delivery contracts.
- Provide contract compliance information sessions to staff as required.
- Support negotiation of claims, variations, changes and disputes with contractors in collaboration with Project Management and others as required.
- Ensure communication of changes to contracts to all key stakeholders.
- Ensure all deadlines and conditions described on contracts are met.
- Facilitate contract life cycle management from planning to execution and performance monitoring and feedback.
- Assist general contractors, sub-trades and other services with understanding and interpretation of contract requirements for projects.
- Verify contracts scope, validity, duration and contact information and initiate changes or amendments as required.
- Draft contract amendments and changes and submit for signing in coordination with the procurement department.

**Key Responsibility 3: Administration and Reporting (15%)**
- Document and track contractor performance feedback received, reporting results and recommendations to Manager and/or Director to action.
- Provide budget and trend analysis of service delivery contracts.
- Assist managers and director in collecting statistical data for the preparation of financial and non-financial reports.

**Qualifications - Minimum and Preferred (Education, Certification, Degree, Concentration, Skills, Knowledge, etc.)**:

- Formal training/experience in Contract Administration and Project Management, a University degree in a related discipline is an asset, however combinations of education and experience will be considered
- Excellent working knowledge of Contract Law in the public and private sectors is required.
- Project Management experience in a construction or service delivery setting is an asset
- Working knowledge of construction terminology and a basic understanding of drawings and specifications.
- Understanding of the applicable legislations and regulations including Fire code; building code; City Bylaws.
- Basic knowledge of insurance and bonds.
- Knowledge of public tender document preparation and related processes.
- Ability to keep basic accounting records and prepare st