Service Delivery Senior Manager

Open Door Group (ODG), a trailblazing non-profit organization serving communities across Canada, is looking for a
Service Delivery Senior Manager
to join our team

Salary:
The salary range is $80,000.00 to $98,700.00 annually, commensurate with experience. 

Status:
Full-Time, Permanent 

Location
: Edmonton, Alberta

Open Door Group provides free employment services, building communities that are diverse, inclusive, accessible for everyone to thrive. We support individuals in achieving personal success through meaningful employment and community connections.

Your Role:

Reporting to the Director of Service Delivery, the
Service Delivery Senior Manager
is responsible for the operational success of local services. The Manager's primary focus is on achieving exceptional outcomes through exemplary leadership and fostering high-performing teams. The Manager is responsible for site management, and the supervision of direct reports and other site/designated employees.

The Service Delivery Senior Manager (SDSM) ensures operational excellence through effective team leadership, the provision of expertise, and consultation for vocational services at a local level. The Service Delivery Senior Manager ensures the effective delivery of services to our clients, oversees and coordinates employer relationship and community outreach development strategies, and ensures the operational success of local service delivery to achieve optimal client outcomes. This role plays a critical part in advancing our mission of empowering individuals and promoting workforce diversity and inclusion.

Examples from the core areas of responsibility include:

Customer Excellence and Service Delivery:
Lead the development and implementation of integrated service delivery systems that respond to individual client needs. Monitor service quality and efficiency, ensure compliance with organizational policies, and contribute to operational planning and budgeting. Champion a culture of customer excellence across all service processes.

High Performing Teams & Leadership:
Build and lead high-performing, engaged teams through coaching, performance management, and professional development. Oversee scheduling, staffing, and leave approvals. Manage the full employee lifecycle, including hiring, onboarding, probation, and disciplinary processes, while fostering a respectful and empowering work culture.

Vocational Services Leadership:
Develop and implement best practice methodologies for supporting multi-barriered clients and clients with disabilities. Analyze service trends, adapt delivery approaches, and ensure frameworks and tools effectively support evolving client needs. Promote seamless collaboration with community partners and wraparound supports.

Stakeholder, Employer and Community Relations:
Cultivate strong local relationships with employers, service partners, and community organizations. Lead the planning of employer engagement activities, contribute to marketing and promotional initiatives, and support strategic projects such as audits and accreditation.

Occupational Health & Safety and Facilities:
Ensure compliance with workplace health and safety policies, lead emergency planning and incident response, and promote psychological wellness at the site level. Support facility-related tasks and coordinate internal and external inspections in collaboration with relevant committees.

Please see the full job description for a detailed description of the responsibilities included in this position.  Full posting and job description are available here:

Why Open Door Group?

Champion of Great Workplaces:
ODG proudly holds the title of one of Canada's Certified Great Places to Work, fostering a culture of compassion and authenticity. Join a team that values your unique contribution and believes in the boundless potential of every individual.

Competitive Compensation and Benefits:
As a Certified Living Wage Employer, ODG is committed to offering more than just a job. Enjoy a comprehensive 100% employer-paid benefits package and an RRSP matching program. Your well-being matters, and we provide an Employee and Family Assistance program to support you. Invest in your future with our professional development fund. Pursue courses, workshops, or certifications to enhance your skills and advance your career.

Community Impact:
Be part of an organization that goes beyond the conventional, providing tailored employment services to build strong workforce ecosystems and thriving communities. Your work will directly contribute to the social and economic well-being of the community.

What you bring to the position:

• Demonstrated experience in developing and maintaining high performance service delivery teams.
• Demonstrated experience in personally working in a fee-for-service environment and achieving superior results.
• Demonstrated experience in wellness management, recovery, disability and addictions.
• Demonstrated experience in holding employees accountable and focused on delivering results.
• Demonstrated experience in customer service and customer relationship management.
• Demonstrated analytical, planning, and organizational skills and experience.
• Demonstrated experience using computer applications including CRM and Office 365 applications.
• Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with leadership, staff, government officials, and the public.
• Demonstrated ability to write clear and concise reports.
• Demonstrated ability to maintain administrative and client records.

Key Qualifications:

• Bachelor's degree in business administration, Social Science, Social Work, or similar.
• 5-7 years of experience in managerial and supervisory roles, ideally within human services or employment-related sectors.

Additional Qualifications

• Required to pass a criminal history background and/or fingerprinting, including a vulnerable sector check
• Must be able to work flexible hours
• Must have the ability to work on a computer for extended periods
• Travel within Alberta and British Columbia may be required
• Unrestricted driver's license and use of motor vehicle.

Open Door Group
values diversity and is committed to providing an inclusive work environment. We are looking for qualified individuals who represent, at all job levels, the diversity of the people we serve and encourage applications from Indigenous peoples, individuals of all genders and sexual orientation, origin and ethnic affiliations, disability, age, and religion

We strive to ensure an accessible experience for candidates. If you require an alternative method to submit your application, please contact us toll-free at and ask to speak with an HR representative, or you can email us at

Only shortlisted candidates will be contacted.

Thank you for your interest in joining the Open Door Group team