Director, Service Delivery & Compliance

What we offer

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum four (4) weeks of paid annual vacation days, increasing with years of service;
• Four (4) paid personal days per year; Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits, including a health spending account available upon your start date;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount;

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

Toronto Community Housing (TCHC) is more than just a housing provider. We work every day to strengthen our communities through regular engagement with our tenants and programs aimed at improving housing stability and reducing barriers for our tenants.

Reporting to the Senior Director, Operations, the Director, Service Delivery & Compliance will operate with a superior level of business and political acumen, while exercising the appropriate tact and diplomacy to strategically lead the delivery of services across multiple business units (e.g. client care centre, maintenance dispatch, environmental health, fire life safety, move-out services) and administration of service contracts and compliance (e.g. laundry, appliances, maintenance services) across the Operations division.

What you’ll do

Service Contracts & Compliance

• Act as the division lead for the procurement of services and/or goods that impact the Operations division;
• Act as the escalation point for all services and/or contracts that is delivered within the Operations division;
• Provide subject matter expertise during negotiation of service contracts to ensure that TCHC interests are represented and/or protected;
• Lead the comprehensive scoping of service requirements in partnership with the Regional Operations teams;
• Lead the development of procurement documents (e.g. RFI, RFQ, RFP, Direct Awards) and participate in proponent evaluation;
• Lead the establishment of a performance and accountability framework to manage program performance.
• Lead the establishment of a compliance program that would include randomized inspections to inform compliance and quality improvement initiatives;
• Lead the engagement with vendors to address any issues of contract non-compliance and escalations;
• Lead the development of timely and accurate reporting of performance metrics.

Service Delivery

• Provide day-to-day leadership to the following service functions: client care centre, maintenance dispatch, environmental health, fire life safety, and move-out services.
• Lead an internal and external review of industry best-practices and standards to inform the establishment of a service delivery improvement framework for the Operations division;
• Lead stakeholder engagement with all internal and external stakeholder groups to inform the establishment of a service delivery improvement framework;

Leadership

• Provides leadership and management of staff, including setting appropriate goals and objectives, fostering a healthy and positive work culture;
• Prepares reports, briefing notes, and presentations for the Senior Director, Operations, Chief Operating Officer, Executive Leadership Team, and the Board of Directors;
• Promotes the Toronto Community Housing Culture Model within the Unit.

What you’ll need

• Post-secondary education in a related field or equivalent work experience.
• Minimum 8 years’ experience in a management role, including direct experience in people management, program management, contract management, and service delivery.
• Experience with the strategic delivery and administration of programs and services within a multi-divisional public sector organization.
• Experience in fostering strategic partnerships with internal and external partners;
• Experience in leveraging data to enable effective decision making, including utilizing advanced data analysis techniques.
• Experience with public procurement and vendor management best-practices.

What’s next

Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.