Job Description

Position Title:

Director, Operations and Service Delivery

Locations:

355 Church Street, suite 201, Toronto, ON, and 245 Fairview Mall Drive, Unit 201, North York, ON, and with the possibility of working at any of our other locations.

Vacancy:

New

Vacancy number:

MGT-0002

Number of openings:

1

Hours:

Full-time, Hybrid

Classification:

Permanent - Full Time

Application Deadline:

November 15, 2025, 11:59 PM EST

Join Our Team - Make an Impact That MattersAre you a strategic, forward-thinking leader passionate about driving excellence in service delivery and creating real community impact? We're looking for a Director, Operations and Service Delivery to join our senior leadership team and lead the execution of client-focused programs that empower newcomers and diverse communities across Toronto and the GTA.

This is an exciting opportunity to shape the future of our organization's employment, settlement, language, and skills development programs, ensuring they're innovative, effective, and responsive to the needs of the people we serve.

Position SummaryReporting directly to the Executive Director, the Director, Operations and Service Delivery provides visionary leadership and operational oversight to a team of Senior Program Managers and Program Managers. You'll foster a culture of collaboration, accountability, and continuous improvement while ensuring that all services meet funder expectations, regulatory compliance, and community priorities.

This role is pivotal in driving strategic alignment across programs, optimizing resources, and ensuring high-quality, impactful service delivery that advances our mission.

Key ResponsibilitiesStrategic Development & Implementation

Lead the development and execution of service delivery strategies, operational plans, and organizational priorities. Align program goals and service models with the organization's mission, strategic plan, and community needs.

Program Development & Oversight

Partner with the Executive Director to develop and track new program opportunities aligned with strategic objectives. Drive high-impact initiatives, manage risks, and ensure deliverables align with organizational goals. Collaborate with internal teams to ensure program quality and progress through data-driven decision-making.

Stakeholder Engagement

Act as the key liaison between executive leadership, program staff, funders, and community partners. Strengthen partnerships to enhance strategic alignment and operational efficiency.

Technology System Centralization

Lead collaboration with technical experts to implement an integrated technology system that streamlines client intake and communication.

Accreditation & Quality Assurance

Lead accreditation processes, including documentation, stakeholder preparation, and liaising with accrediting bodies. Establish success metrics, implement monitoring frameworks, and provide regular progress reports.

Funding & Resource Development

Support the development of funding models, identify funding opportunities, and lead the preparation of grant and proposal submissions.

Operational Excellence Leadership

Champion continuous improvement initiatives to enhance efficiency, collaboration, and service quality.

Team Leadership & Development

Build, mentor, and empower a high-performing team of program and project managers. Model inclusive leadership and a culture of learning, innovation, and accountability.

Qualifications and Experienceo University degree in Business Administration, Public Administration, Social Sciences, Nonprofit Management, or a related field (Master's degree preferred).

7-10 years of experience in project management, strategic development, nonprofit leadership, or related fields, preferably within the social impact or community services sector. Proven experience in program design, evaluation, funding proposals, stakeholder engagement, and organizational transformation. Experience leading successful accreditation processes is an asset. Experience managing in a unionized environment is an asset. Demonstrated success leading accreditation processes is an advantage. Strong proficiency in project management tools, data analysis, and CRM/database systems. Expertise in performance measurement, impact evaluation, and reporting. Excellent communication, interpersonal, and relationship-building skills. Strong budgeting, analytical, and presentation skills (Excel and PowerPoint). Strategic thinker with hands-on leadership, creativity, and adaptability. Commitment to equity, diversity, and inclusion, with cultural competence across diverse populations.

Why Join Us?We believe that meaningful work should also come with meaningful support. As part of our team, you'll enjoy:

Hybrid Work Environment:

flexibility to balance in-office collaboration and remote productivity.

Paid Time Off:

three (3) weeks of paid vacation to recharge and refresh.

Paid Sick Days:

ten (10) paid sick days annually to prioritize your well-being.

Employer paid - Extended Health, Dental, and Vision Benefits:

comprehensive coverage for you and your family.

Paid Personal Emergency Days - because life happens.

Paid Recharge and Self-Care Days:

dedicated time to rest and focus on your mental health.

Inclusive Culture:

a supportive, mission-driven team that values collaboration, innovation, and community impact.



Apply Now

If you're passionate about leveraging your program management skills to make a social impact, we'd love to hear from you!

Note:

Accommodations are available upon request for all aspects of the selection process. Please inform us of any needs in advance.