Service Delivery Manager

Salary: $79,945.20 to $97,710.80 per year. Individual pay is determined by skills, experience, and level of responsibility.

Status: Full-Time, Permanent

Hours of Work: 36 Hours per week This role follows a regular Monday to Friday schedule. Occasional flexibility may be required to support meetings, project timelines, stakeholder engagement, or organizational needs.

Location: The primary work location is the Open Door Group office at 640 - 3rd ST S.E, Medicine Hat.

About the Role:

The Service Delivery Manager leads the day-to-day delivery of services that help clients, employers, and teams move toward meaningful, measurable outcomes. This role ensures service pathways are translated into practical operations, supports strong and accountable teams, and creates the conditions for quality delivery, consistent follow-up, and continuous improvement.

Reporting to the Director, Service Delivery, the Service Delivery Manager is responsible for local operational success, service quality, and team leadership across site and virtual service environments. The role balances people support, performance accountability, and practical problem-solving to help ensure services are delivered consistently, documented well, and aligned with contract expectations and organizational goals.

Why this role matters

The Service Delivery Manager plays an important leadership role in creating services that are connected, practical, high quality, and focused on real outcomes. You will support teams to do their best work, strengthen service consistency, champion thoughtful improvements, and help ensure clients and employers experience responsive and well-coordinated support.

What you'll do

• Lead and support a team to deliver high-quality, outcome-focused services for clients and employers.
• Coach staff, strengthen accountability, and create a team culture built on clarity, support, and continuous growth.
• Improve workflows, tools, and service practices so delivery is consistent, efficient, and easier to navigate.
• Support the adoption of digital tools and modern ways of working that improve service delivery and team effectiveness.
• Use data, reporting, and quality practices to strengthen results, solve problems early, and support good decision-making.
• Build strong working relationships with internal teams, community partners, and stakeholders to support local impact.

What success looks like

• Teams feel supported, clear on expectations, and confident in their work.
• Services are well coordinated, responsive, and aligned with quality and contract expectations.
• Follow-up, documentation, and outcomes are completed consistently and accurately.
• Digital tools and improved ways of working are adopted in practical, people-friendly ways.
• Clients, employers, and partners experience strong communication, continuity, and support.

For a full overview of responsibilities, please see the complete job description available on our careers page: Careers at Open Door Group

What you bring to the position:

If you meet most of the qualifications and are passionate about this work, we encourage you to apply. We recognize that career paths are not always linear. Equivalent combinations of training and experience will be considered.

Required Qualifications:

• Bachelor's Degree in Business Administration, Social Science, Social Work, or a related field; equivalent relevant experience may be considered.
• 3-5 years of experience in managerial and supervisory roles, ideally in an outcome-based service environment.
• Must be able to work flexible hours when operationally required.
• Travel may be required depending on program, site, and regional responsibilities.
• Required to complete and maintain a satisfactory criminal record.

Competencies / Skills

• Experience leading teams in a service, community, employment, or other outcome-focused environment.
• Strong people leadership skills, including coaching, performance support, and building accountability in a respectful way.
• Confidence using data, systems, and reporting to guide decisions and improve service quality.
• Experience supporting change, improving processes, or helping teams adopt new tools and ways of working.
• A collaborative, practical, and client-centered approach, with strong communication and relationship-building skills.
• Excellent communication and relationship-building skills