Senior Manager, Issuing Services and Quality Control (ServiceOntario)

Ontario government; Ontario; On-site; CAD 105,000 - 149,000; Full time

Job summary

Join a leading government organization as a Senior Manager, overseeing service delivery and ensuring quality across multiple centres. This role requires strategic leadership, operational oversight, and a commitment to public service excellence. You will work collaboratively to enhance service delivery and manage vendor relationships, making a meaningful impact in the community.

Benefits

Flexible work arrangements

Comprehensive benefits

Defined-benefit pension plan

Wellness programs

Qualifications

• Experience demonstrating leadership behaviors for organizational success.
• Proven ability to support and develop high-performing teams.

Responsibilities

• Oversee service delivery and performance across 33 centres.
• Manage contracts and relationships with service providers.

Skills

Leadership

Collaboration

Problem Solving

Analytical Thinking

Job description

Senior Manager, Issuing Services and Quality Control (ServiceOntario)

Join to apply for the Senior Manager, Issuing Services and Quality Control (ServiceOntario) role at Ontario Public Service Leadership | Leadership dans la fonction publique de l’Ontario

This salary range is provided by Ontario Public Service Leadership | Leadership dans la fonction publique de l’Ontario. Your actual pay will depend on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$105,307.00 / yr - CA$148,429.00 / yr

Shape the Future of Service Delivery in Ontario

Do you thrive in fast-paced environments and enjoy managing complex operations that make a meaningful difference in people's lives? Are you passionate about delivering high-quality public services and building strong relationships with diverse partners and communities?

This is your opportunity to shape how vital government services are delivered across the East Region. We are looking for a strategic, collaborative professional to join our leadership team and help ensure that Ontarians continue to receive timely, reliable access to the services they depend on.

The Ontario Public Service : Strengthening Ontario, together.

A career in the Ontario Public Service is driven by a passion for creating a stronger Ontario. We foster a diverse, equitable, and inclusive workplace where employees have the tools and opportunities to be fulfilled and inspired to move Ontario forward. Our leaders enjoy :

• Purpose-driven culture : Be part of a dynamic leadership team dedicated to serving 15 million Ontarians. Your leadership will drive long-term impact and contribute to public service excellence.
• Empowering work environment : Thrive in an inclusive workplace that reflects the population we serve, with flexible work arrangements and supportive environments that encourage authentic self-expression and full potential.
• Expansive leadership opportunities : Benefit from growth opportunities, mentorship, and the chance to lead across various sectors within the Ontario Public Service.
• Recognition and Rewards : Your efforts will be recognized both formally and informally. We offer competitive salaries with performance-based pay, a defined-benefit pension plan, comprehensive benefits, and wellness programs.

About the job

At the Ontario Public Service, leaders are expected to embody authenticity, accountability, and courage. You will create a work environment that fosters innovation, collaboration, and inclusivity. We value a diverse, anti-racist, and accessible workplace where everyone feels safe and respected. Your leadership will motivate your team to achieve their best, aligning efforts with our strategic vision.

As the Senior Manager, Issuing Services and Quality Control , you will oversee service delivery and performance across 33 privately operated centres that processed nearly two million transactions last year. You will lead quality assurance, ensure operational and contractual compliance, and support a team of 10 staff to achieve results.

To succeed, you will :

• Manage contracts and relationships with service providers across 33 centres, ensuring compliance with standards and contractual obligations to maintain public trust and consistent service.
• Lead planning and implementation of new service agreements, including procurement and onboarding, while addressing community service gaps to ensure continuous access.
• Develop transition plans for contract expiry to minimize disruptions and support seamless service delivery.
• Respond promptly to operational issues, resolving disruptions efficiently and maintaining stability.
• Provide strategic direction and support to your team, fostering accountability, service excellence, and professional growth.
• Advise the Director on risks, provider performance, and opportunities, contributing to regional strategy and service delivery improvements.

Please note :

• This position is currently temporary with potential for permanence.
• The successful candidate can be located at any public office within the East Region.
• Regular travel across the region is required.

Meet Your New Team

You will report to Heather Kearney, Director of East Service Centres Branch . Heather is an experienced, inclusive leader with a background spanning public and private sectors. She values customer experience, innovation, and service excellence. Born and raised in eastern Ontario, she is dedicated to serving the community and encourages her team to focus on the impact of their work. Interested candidates can contact her directly at [emailprotected] .

You will join a dedicated, collaborative team committed to accessible, community-focused services. You will also work with colleagues across the province and regional managers to ensure consistency, accountability, and innovation.

Ready to Make an Impact?

In this role, you will ensure seamless access to government services across the East Region by managing vendor relationships, overseeing transitions, resolving issues, and mentoring your team. Your work will directly influence service quality and continuity.

You will serve as a trusted advisor to senior leadership, a people manager, and an advocate for equity, accountability, and quality service. If you seek a meaningful role where you can make a difference, we look forward to your application.

What you bring to the team

Strategic Leadership and People Management

• Experience demonstrating leadership behaviors that drive future-focused organizational success.
• Proven ability to support and develop high-performing teams in dynamic settings.
• Commitment to continuous improvement, creativity, and excellence.
• An inclusive leadership style that values diversity and collaboration.
• Skill in aligning people, processes, and resources to optimize service delivery.

Operational Oversight and Service Delivery

• Knowledge of operational environments, service models, and contract management.
• Focus on enhancing client and public experiences through accessible, efficient services.
• Experience managing vendor relationships and navigating transitions smoothly.

Political Acuity, Relationship Management and Communications

• Ability to identify issues, manage sensitive matters, and support informed decisions.
• Strong relationship-building skills with internal and external partners.
• Effective at providing clear briefings and recommendations.
• Comfortable with challenging conversations and providing constructive feedback.

Analytical Thinking and Problem Solving

• Proactive in assessing complex situations and developing practical solutions.
• Attention to detail in reviewing data, contracts, and compliance indicators.

Don't meet every qualification?

If you are excited about this position and meet most, but not all, qualifications, please still consider applying. We recognize that no one person will meet every criterion, and you might be the right fit!

Apply by : Thursday, May 15, 2025 11 : 59 pm EDT