Service Design Manager

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Requirements:

• Three (3) + years of business management experience.
• Experience in Employment/Vocational Services is preferred.
• Leadership experience in human services is an asset.
• Advanced understanding of government-funded contracts related to workforce development.
• Experience in developing operating processes and performance standards.
• Ability to simplify complex contractual documents.
• Ability to work in a fast-paced environment with a focus on continuous learning.
• Experience in cross-functional team collaboration.
• Advanced MS Office skills.
• Excellent verbal and written communication skills.

Responsibilities:

• Develop and enhance the Service Delivery Model and related policies and procedures.
• Act as an expert regarding programs and services.
• Analyze the effectiveness of the Service Delivery Model and propose improvements.
• Assist in developing IT solutions to support service design.
• Collaborate with staff to plan enhancements to service delivery.
• Manage change to ensure successful adoption of new processes.
• Oversee Learning & Development initiatives for the service provider network.
• Utilize customer satisfaction feedback for continuous improvement.