Manager, Service Delivery & Resourcing

Manager, Service Delivery and Resourcing

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.

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.

How You’ll Make an Impact

Service Delivery & Operational Excellence

• 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.

Resource & Capacity Management

• 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.

Leadership & Stakeholder Experience

• 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.

Your Strengths and Expertise

• 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.
• Health and safety knowledge or experience is considered an asset.

Details of the Role

• Status: Full Time, Temporary
• Reason for Vacancy: Temporary Backfill for Leave
• Salary: $50–56hr, commensurate with experience
• Bargaining Unit Position: No
• Travel Required: Yes, Only When Necessary

Equity, Inclusion & Accessibility

PSHSA is committed to building an inclusive, diverse, and accessible workplace. We encourage applications from women, Indigenous peoples, persons with disabilities, and members of racialized communities.

Accommodations are available throughout the recruitment process. If you require an accommodation at any stage, please let us know and we will work with you to meet your needs.