Senior Service Delivery Specialist
Top Benefits
About the role
What You’ll Do
As an employee with Fedcap Canada, the Senior Service Delivery Specialist (SDS) plays a key role in supporting and managing a designated portfolio of 8–12 Employment Service Provider (SP) sites across a defined catchment area, including Haldimand-Norfolk, Niagara Peninsula, Hamilton, and Halton regions. This role ensures that each SP meets performance benchmarks, complies with contractual obligations, and continuously improves the jobseeker experience and economic well-being.
The Senior SDS collaborates with internal teams and external stakeholders to track performance, manage risks, and build provider capacity. This is a hands-on, data-driven role that requires strong relationship management, excellent organizational skills, and a commitment to providing equitable employment services.
Your Responsibilities Will Include:
Supervisory Leadership & Accountability (Key KPIs)
The Service Delivery Specialistis accountable for providing direct leadership and oversight to a team of Employment Counsellors, ensuring alignment with Fedcap Canada’s performance expectations and service standards.
- Lead, coach, and support three (3) Employment Counsellors, providing ongoing guidance, performance feedback, and workload prioritization to ensure effective service delivery.
- Ensure the Employment Counsellor team consistently achieves Fedcap Canada’s KPIs, including employment outcomes, retention milestones, service quality, and data integrity.
- Conduct regular one-on-one meetings with Employment Counsellors to review performance data, address barriers, and implement corrective or improvement strategies as required.
- Monitor team performance trends and proactively identify risks to KPI achievement, escalating issues and implementing mitigation plans in a timely manner.
- Support onboarding, training, and continuous development of Employment Counsellors, ensuring staff are fully trained on Business Process Guide (BPG), Finance Guide, FedcapCARES) , reporting requirements, and program expectations.
Performance Monitoring & Support
- Oversee 8–12 SP sites, conducting a minimum of 1 formal performance meeting per site monthly.
- Lead the development of Service Provider Improvement Plans (SPIPs) for 100% of underperforming sites, with quarterly progress reviews.
- Ensure 90% of SPs meet or exceed monthly KPIs, including volume, job starts, inclusion groups, and jobseeker in-work support (retention).
- Submit quarterly contract performance reports for each assigned provider within five business days of the due date.
- Maintains up-to-date knowledge of all changes to the BPG, Finance Guide, FedcapCARES, and new programs and Fedcap’s priorities; provides guidance and support to Service Providers in understanding and implementing these updates.
Compliance & Risk Management
- Conduct a minimum of 1 site visit per SP per quarter to monitor the Health and Safety of the site.
- Ensure that for each service provider, a Provider Verification Template (PVT) is completed within 4 weeks of onboarding and updated within 4 weeks of any new legislation.
- Ensure that 100% compliance documentation is audit-ready, with a digital file maintained and updated monthly.
- Respond to all SP-related issues and complaints within 2 business days, with resolution or escalation within 5 days.
Capacity Building
- Facilitate/ coordinate 3 provider learning sessions or community practice events per quarter, with attendance tracked and impact measured via feedback forms. (Lunch and learns)
- Identify and implement at least 3 targeted capacity-building supports per SP per year, based on performance data or identified needs. (sharing of best practice within the network)
- Support onboarding for any new SPs, completing initial compliance, onboarding checklist, and first performance plan within 30 business days of site activation.
- Leads a minimum of 1 strategic initiative annually that aligns with organizational priorities and contributes to service innovation, capacity building, or improved client outcomes.
- Acts as a subject matter expert in one or more key areas aligned with Fedcap’s strategic direction to strengthen network performance and meet organizational goals. (Better Jobs Ontario, digital strategies, business process documents, etc.)
Administrative & Data Management
- Analyze weekly Power BI dashboards and Service Provider performance reports to identify trends and submit monthly performance briefs to the SP Manager and Fedcap GM.
- Analyze weekly FedcapCARES reports and reviews with SP Managers. (e.g. Overdue milestones check points, ERFS, Jobseeker activity)
- Analyze the monthly Jobstat report and act accordingly
- Maintain an internal activity tracker with 100% accuracy, logging meetings, actions, follow-ups, and outcomes.
- Submit ad hoc reports or Ministry-requested documents within 2 business days of request.
Collaboration & Stakeholder Engagement
- Represent Fedcap Canada with SP leadership and community partners, maintaining regular contact.
- Collaborate with external partners to support at least 5 cross-agency initiatives or referral partnerships per year.
- Participate in monthly alignment meetings with internal Fedcap teams to ensure consistent communication and priorities across catchments.
You’re a Great Fit for This Role If You Have:
- Minimum 5 years of experience in employment services, contract management, or performance oversight.
- Experience managing publicly funded programs or provider networks under performance-based contracts.
- A bachelor's degree in social work , Education, Public Administration, or related field; master's preferred or equivalent experience.
- Strong understanding of labour market trends, jobseeker barriers to employment, and Employment Ontario transformation goals. The ability to pass a Criminal Record Check.
Compensation:
$82,000 - $110,000 (CAD)
Who We Are
Fedcap Canadais a leader in providing customized support for individuals—particularly those facing barriers to employment, including people with disabilities—as they progress toward sustainable work and long-term economic stability. Our mission is to strengthen local capacity, amplify promising practices already in place, and drive measurable outcomes for communities across Canada.
Fedcap Canadaprovides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process.
Accessibility & Accommodations Fedcap Canadawarmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the**AODA Employment Standard.**Please inform the recruiter if you require accommodation, including accessible formats or adjustments during interviews.
**Mission:**We are committed to improving the economic and social well-being of the impoverished and disadvantaged.
For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.
The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.
The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.
About The Fedcap Group
For 87 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 250,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency. The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Health and Economic Development, which are strategically aligned for maximum impact. The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.
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Senior Service Delivery Specialist
Top Benefits
About the role
What You’ll Do
As an employee with Fedcap Canada, the Senior Service Delivery Specialist (SDS) plays a key role in supporting and managing a designated portfolio of 8–12 Employment Service Provider (SP) sites across a defined catchment area, including Haldimand-Norfolk, Niagara Peninsula, Hamilton, and Halton regions. This role ensures that each SP meets performance benchmarks, complies with contractual obligations, and continuously improves the jobseeker experience and economic well-being.
The Senior SDS collaborates with internal teams and external stakeholders to track performance, manage risks, and build provider capacity. This is a hands-on, data-driven role that requires strong relationship management, excellent organizational skills, and a commitment to providing equitable employment services.
Your Responsibilities Will Include:
Supervisory Leadership & Accountability (Key KPIs)
The Service Delivery Specialistis accountable for providing direct leadership and oversight to a team of Employment Counsellors, ensuring alignment with Fedcap Canada’s performance expectations and service standards.
- Lead, coach, and support three (3) Employment Counsellors, providing ongoing guidance, performance feedback, and workload prioritization to ensure effective service delivery.
- Ensure the Employment Counsellor team consistently achieves Fedcap Canada’s KPIs, including employment outcomes, retention milestones, service quality, and data integrity.
- Conduct regular one-on-one meetings with Employment Counsellors to review performance data, address barriers, and implement corrective or improvement strategies as required.
- Monitor team performance trends and proactively identify risks to KPI achievement, escalating issues and implementing mitigation plans in a timely manner.
- Support onboarding, training, and continuous development of Employment Counsellors, ensuring staff are fully trained on Business Process Guide (BPG), Finance Guide, FedcapCARES) , reporting requirements, and program expectations.
Performance Monitoring & Support
- Oversee 8–12 SP sites, conducting a minimum of 1 formal performance meeting per site monthly.
- Lead the development of Service Provider Improvement Plans (SPIPs) for 100% of underperforming sites, with quarterly progress reviews.
- Ensure 90% of SPs meet or exceed monthly KPIs, including volume, job starts, inclusion groups, and jobseeker in-work support (retention).
- Submit quarterly contract performance reports for each assigned provider within five business days of the due date.
- Maintains up-to-date knowledge of all changes to the BPG, Finance Guide, FedcapCARES, and new programs and Fedcap’s priorities; provides guidance and support to Service Providers in understanding and implementing these updates.
Compliance & Risk Management
- Conduct a minimum of 1 site visit per SP per quarter to monitor the Health and Safety of the site.
- Ensure that for each service provider, a Provider Verification Template (PVT) is completed within 4 weeks of onboarding and updated within 4 weeks of any new legislation.
- Ensure that 100% compliance documentation is audit-ready, with a digital file maintained and updated monthly.
- Respond to all SP-related issues and complaints within 2 business days, with resolution or escalation within 5 days.
Capacity Building
- Facilitate/ coordinate 3 provider learning sessions or community practice events per quarter, with attendance tracked and impact measured via feedback forms. (Lunch and learns)
- Identify and implement at least 3 targeted capacity-building supports per SP per year, based on performance data or identified needs. (sharing of best practice within the network)
- Support onboarding for any new SPs, completing initial compliance, onboarding checklist, and first performance plan within 30 business days of site activation.
- Leads a minimum of 1 strategic initiative annually that aligns with organizational priorities and contributes to service innovation, capacity building, or improved client outcomes.
- Acts as a subject matter expert in one or more key areas aligned with Fedcap’s strategic direction to strengthen network performance and meet organizational goals. (Better Jobs Ontario, digital strategies, business process documents, etc.)
Administrative & Data Management
- Analyze weekly Power BI dashboards and Service Provider performance reports to identify trends and submit monthly performance briefs to the SP Manager and Fedcap GM.
- Analyze weekly FedcapCARES reports and reviews with SP Managers. (e.g. Overdue milestones check points, ERFS, Jobseeker activity)
- Analyze the monthly Jobstat report and act accordingly
- Maintain an internal activity tracker with 100% accuracy, logging meetings, actions, follow-ups, and outcomes.
- Submit ad hoc reports or Ministry-requested documents within 2 business days of request.
Collaboration & Stakeholder Engagement
- Represent Fedcap Canada with SP leadership and community partners, maintaining regular contact.
- Collaborate with external partners to support at least 5 cross-agency initiatives or referral partnerships per year.
- Participate in monthly alignment meetings with internal Fedcap teams to ensure consistent communication and priorities across catchments.
You’re a Great Fit for This Role If You Have:
- Minimum 5 years of experience in employment services, contract management, or performance oversight.
- Experience managing publicly funded programs or provider networks under performance-based contracts.
- A bachelor's degree in social work , Education, Public Administration, or related field; master's preferred or equivalent experience.
- Strong understanding of labour market trends, jobseeker barriers to employment, and Employment Ontario transformation goals. The ability to pass a Criminal Record Check.
Compensation:
$82,000 - $110,000 (CAD)
Who We Are
Fedcap Canadais a leader in providing customized support for individuals—particularly those facing barriers to employment, including people with disabilities—as they progress toward sustainable work and long-term economic stability. Our mission is to strengthen local capacity, amplify promising practices already in place, and drive measurable outcomes for communities across Canada.
Fedcap Canadaprovides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process.
Accessibility & Accommodations Fedcap Canadawarmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the**AODA Employment Standard.**Please inform the recruiter if you require accommodation, including accessible formats or adjustments during interviews.
**Mission:**We are committed to improving the economic and social well-being of the impoverished and disadvantaged.
For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.
The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.
The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.
About The Fedcap Group
For 87 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 250,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency. The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Health and Economic Development, which are strategically aligned for maximum impact. The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.