Senior Director, Service Delivery

Catholic Leadership Institute•Malvern, PA

3d•Remote

About The Position

The Senior Director, Service Delivery is responsible for client-facing human resources and systems that ensure the highest standards of excellence in CLI's delivery of services. The Senior Director will drive workforce and resource planning related to the Leadership Consultant and Client Success teams to ensure that CLI has sufficient well-trained talent available and prepared for deployment on each of its three pillars as well as custom or special projects that may arise. The Senior Director, Service Delivery will partner with the Senior Directors, to manage the deployment and scheduling of Leadership Consultants. He/she will also be responsible for ensuring a seamless training and development experience for the Leadership Consultants, bringing together the service-specific training offered by the pillar teams and others with the development of the overall competencies necessary for all Leadership Consultants and maintaining a dashboard to track progress toward developing proficiency. The Senior Director, Service Delivery will supervise the Leadership Consultant Managers to ensure that they provide consistent guidance and care for the Leadership Consultants. The Senior Director will also invest in training and developing the Leadership Consultant Managers to ensure that they can model and describe best practices in client delivery, identify needs for training or development for their cohort, and direct their cohort to appropriate training and development opportunities. The Senior Director, Service Delivery will supervise the Director, Client Success, ensuring that he/she is well-resourced and supported to provide consistent guidance and care to the Client Success team. The Senior Director, Service Delivery will facilitate innovation and process improvement between the Client Success and Leadership Consultant team to ensure seamless interactions and high-quality client delivery.

Requirements

Practicing Catholic with a deep love for the Roman Catholic Church
Bachelor's degree from accredited university
Minimum five years staff or key volunteer leadership experience in parish or diocesan ministry
Five plus years' experience in project management, business, pastoral ministry, nonprofit leadership, or related field
Strong understanding of the Catholic culture, Church structure, parish life, ministries, roles, and evangelization and discipleship
Highly collaborative with managerial experience including hiring, performance management, and workforce planning
Excellent organizational skills, attention to detail, and ability to multitask
Demonstrated skill in synthesizing complex data and articulating complex processes to various stakeholder groups
Strong problem-solving capabilities, comfort making timely decisions without all the details
Self-starter with ability to work effectively in a remote environment, set priorities, and meet deadlines without direct supervision and demonstrate agility and adaptability as requirements or processes evolve
Demonstrated group facilitation skills with proven ability to listen actively and engage stakeholders and manage group dynamics both in-person and virtually
Comfortable leading prayer and other spiritual practices for groups to ground and center a process in Christ
Exceptional emotional intelligence and interpersonal skills, including the ability to quickly build trust, establish rapport, coach senior leaders, and influence at all levels of an organization
Utilization of meeting technology (telecommunications, web conferencing, etc.) required
High level of expertise and confidence with Microsoft Office products and tools for remote and virtual work

Nice To Haves

Relevant Experience Certificate in catechesis, adult formation, or pastoral ministry
Experience in leadership consulting, coaching, volunteer management, spiritual direction, project management, organizational development, change management, or counseling
Experience in people or team management
Experience advising and accompanying clergy by providing feedback, addressing change, or giving recommendations or direction
Experience in adult learning, training, education
Bilingual in English/Spanish a plus

Responsibilities

Maintain and assess the Leadership Consultants and Leadership Consultant Managers pool to ensure appropriate staffing
Support Director, Client Success in recruiting, hiring, and assessing Client Success Coordinators
Partner with People Operations to maintain a robust pipeline of potential talent to meet the demands of CLI's client needs
Optimize alignment of Leadership Consultants (LC's) and Client Success Coordinators (CSC's) resources with operational and strategic priorities
Partner with Senior Directors and others to assign qualified, well-trained talent to projects
Define required baseline competencies and skills for Leadership Consultants and ensure training opportunities for the development of those skills
Partner with Senior Directors to track Leadership Consultant participation in and successful completion of service-specific training
Partner with Senior Directors to invest in and train select Leadership Consultants for roles as project leads
Support Leadership Consultant Managers in ongoing assessment, dialogue, and direction of their direct reports with regard to necessary training and development
Maintain a dashboard of all training opportunities and development of skills and competencies required for Leadership Consultants to ensure a well-trained workforce and to identify training needs or deficiencies
Deliver CLI services to select partners, enhancing organizational impact and pastoral leadership across the Church
Assess, make recommendations for, and implement changes to optimize service delivery via the Leadership Consultants and Client Success Coordinators
Motivate, support, and guide the performance of direct reports by providing consistent feedback and prioritization; proactive listening; and coaching; in order to retain top talent, help the individual grow, and ensure the successful execution of CLI's mission and vision
Establish standards of supervision for the Leadership Consultant Managers to ensure that Leadership Consultants receive consistent guidance and care