Service Delivery Manager

Company Profile:
Maximus is a trusted partner for all stakeholders—from provincial governments through community organizations to employers and job seekers. Together, we advance economic development and financial independence through employment. In BC, we deliver the WorkBC program on behalf of the Ministry of Social Development & Poverty Reduction across five regions and nearly 20 communities across the province.

**What we offer**:

- Strong teams of passionate people committed to making a difference through the work we do
- Premium Medical, Dental, Illness/Disability, Life Insurance plans
- We match RRSP contributions up to 5% your base salary
- Free parking at all sites
- In addition to earned vacation time, you get sick leave (6 days), ‘Just Because’ days (2), personal leave (6 days) and volunteer leave (1 day) per year
- Company provided laptop (and cellphone, as needed by position)
- Company holidays *Canada - New Year’s Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day, Christmas Day, Boxing Day, Truth & Reconciliation Day, and select provincial holidays
- On-Demand and facilitator lead learning, training, and development
- Company social and team-building events (virtual & in-person).

**Job Description**:
**A day in the life**

The Service Delivery Manager spends their days working intensively with our frontline delivery teams on all aspects related to client facing services and supports. You will work onsite at our local WorkBCCentre, to support our teams in delivering high quality and impactful employment services for jobseekers and employers. This includes:
- People _
- & culture _
- management_: the work we do is rewarding but challenging. We assist the full spectrum of individuals seeking employment from recent graduates to vulnerable populations across our communities providing them with customized solutions to improve their lives. Your role is to support our case managers, front office teams, on-site sub-contractors, and job developers - helping them develop into highly skilled career development professionals. You will be their day to day go-to resource providing supports such as training, mentoring, coaching, daily case conferencing, shadowing, and performance management. As a people manager, you will work with your fellow leadership team to create positive, empowering workplaces through a lead by example style, and by hiring and developing team members committed to improving the lives of the marginalized within the community by demonstrating/modeling compassion, respect and inclusiveness for colleagues and clients.
- Policy, _
- program,_
- and process management_
- :_
- Business performance _
- management_: our WorkBC program outlines numerous key performance measures that are monitored and reported on monthly and must be met or exceeded throughout the course of our contract. Your role will be to proactively monitor and analyze delivery performance against expected KPMs, identifying potential areas of concern, and supporting team members (individually and collectively) in achieving their targets. As a manager, you will be supported by our internal business performance team in the production, interpretation and use of key analytics and business intelligence reporting.**What we’re looking for**

To succeed in this role, you have:

- a passion for helping people succeed - both clients and team members
- a commitment to community-driven and social impact driven approaches
- a strong history working on the delivery side of an employment services organization
- previous experience interpreting and implementing program policy for effective service delivery
- a commitment to continuous learning and interest in participating in cross-jurisdictional communities of practice
- previous experience in people and performance management practices
- an ability to build strong relationships and trust with people through transparency and strong communication skills
- a coaching and mentorship style management approach
- experience monitoring, forecasting, evaluating, and reporting on contractual obligations
- excellent collaboration skills

**What you’re measured on**
- meeting or exceeding all delivery and program key performance measurements
- team member and client satisfaction surveys
- demonstration of new and/or improved service delivery practices
- regular engagement in and contribution to cross-jurisdictional Communities of Practice
- annual 360o reviews (including CAPA and sub-contractor feedback)

**Sample duties**:

- Employment services expertise_
- Developing a consistent environment of strong cross-functional work units in order to achieve effective service coordination throughout the team(s).
- The effective and appropriate scheduling of workshops, ensuring those offered are based on labour market and economic development needs; and that workshop content is employment focused and relevant to the needs therein.
- Ensuring that Self-Serve and