Manager, Service Delivery & Resourcing
About The Position
At PSHSA, you’ll do work that truly matters. As Ontario’s public-sector health and safety association and a Designated Entity funded by the Ministry of Labour, Immigration, Training and Skills Development (MLITSD), PSHSA plays a critical role in protecting workers and strengthening workplaces across the province. Guided by our 2025–2027 Strategic Plan, Beyond the Horizon, we are focused on strengthening organizational health, advancing innovation, and increasing the value of our services and supports to better meet the evolving needs of Ontario workplaces. We are a remote-first organization, offering a flexible and supportive work environment that values autonomy, accountability, and collaboration. Your Opportunity to Make an Impact: Reporting to the Senior Director, Health, Safety & Wellbeing, the Manager, Service Delivery and Resourcing plays a key leadership role in shaping and executing a service delivery model that is both customer- and employee-centric. In this role, you will influence and implement strategies that strengthen how services are delivered across Health, Safety and Wellbeing (HSW), ensuring alignment with organizational priorities and an exceptional stakeholder experience. You will bring a forward-thinking, data-driven approach to optimize resourcing, enhance operational effectiveness, and continuously improve how programs and services are delivered. You will collaborate closely with senior leadership and cross-functional teams to drive innovation, embed a culture of continuous improvement, and ensure service delivery supports PSHSA’s mission, vision, and values.
Requirements
- Post-secondary education in a relevant field, with a minimum of five years of related experience in service delivery, operations, or program management.
- Strong leadership skills with the ability to motivate, influence, and build trust across teams and stakeholders.
- Proven experience working within a results- and outcomes-based service delivery model.
- Demonstrated ability to manage complex projects, prioritize competing demands, and deliver results in a fast-paced environment.
- Highly effective problem-solving and critical thinking skills, with the ability to develop creative, practical solutions.
- Strong communication, presentation, and relationship management skills, with the ability to collaborate across all levels of the organization.
- Experience with data-driven decision-making, reporting, and continuous improvement approaches.
Nice To Haves
- Health and safety knowledge or experience is considered an asset.
Responsibilities
- Lead and optimize the delivery of core HSW programs, including training, consulting, and specialized services to ensure quality, consistency, and strong outcomes.
- Monitor performance, analyze service delivery trends, and implement improvements to enhance both customer and employee experience.
- Identify and implement process, system, and tool enhancements that streamline operations and improve service efficiency.
- Oversee resource planning to ensure the right capacity, capabilities, and expertise are in place to meet current and future service demands.
- Forecast short- and long-term resourcing needs and make real-time decisions to address operational challenges and maintain productivity.
- Manage and evolve the contract trainer program, including onboarding, engagement, and overall program oversight.
- Oversee a portfolio of service-related projects, ensuring successful delivery from planning through implementation and performance monitoring.
- Support business development activities, including identifying new opportunities and contributing to proposals and client engagements.
- Foster a high-performing, customer-focused culture that prioritizes service excellence and continuous improvement.
- Build strong relationships across teams and influence stakeholders to achieve service delivery goals.
- Champion change management initiatives and bring forward insights on service trends, risks, and opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
