Service Delivery Manager

Community Living British Columbia; Kelowna; Hybrid; CAD 100,000 - 125,000; Full time

Benefits offered by this job

Extended health and dental

Public Service Pension plan

Generous vacation and personal days

Maternity/parental/adoption leave

Life insurance and disability

Wellness supports and EAP

Professional development funds

Government discounts

Job summary

Community Living British Columbia (CLBC) is seeking a Service Delivery Manager to direct day-to-day operations in Kelowna, ensuring goal-focused support and services conform to CLBC policy.

You will lead a team to provide complete information on services to individuals and families, ensuring fiscal responsibility and portability of contracted services while collaborating with staff, providers, and Indigenous organizations. Hybrid work with three days in office after probation.

Qualifications

• Bachelor of Social Work or Business Administration/Commerce degree with human services orientation or equivalent.
• Minimum of 5 years of demonstrated successful experience in a leadership position, preferably within social services resource development and contract management within the community living sector.
• An equivalent amount of combined education and related experience may be considered.

Responsibilities

• Support Facilitators and Analysts to plan for and implement support to families.
• Ensure contracting of services to agencies is completed.
• Oversee the contract management cycle including contract review, development of work plans and workflow processes, and assessment of effectiveness and contractual consistency.
• Promote CLBC's work towards reconciliation and partnership with Indigenous organizations.
• Support staff in managing issues between CLBC, service providers and families; escalate as needed.
• Consult and advise staff in navigating planning with individuals and families.
• Build relationships with families, individuals and service providers; coach to enhance capability.
• Lead and guide a dynamic team; recruit, train, manage performance, approve leaves and expenses, and handle labour relations matters.

Skills

Leadership

Contract management

Communication

Stakeholder management

Planning

Staff development

Education

Bachelor of Social Work or Business Administration/Commerce with human services orientation

5+ years leadership experience in social services

Job description

We are honoured to be selected again as one of B.C.'s Top Employers.

If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!

Term/Status: Permanent/Full time
Classification/Salary: Management Band 4 - position starts at $100,231 to $125,289 annually
Location: Kelowna (hybrid - 3 days per week in office after passing a 6-month probation)
Team: Kelowna 2

Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with developmental disabilities and their families. CLBC staff strive to advance the vision of Communities of belonging, lives with connections.

At CLBC, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We encourage applications from all people with relevant skills, including women, Indigenous peoples, persons with disabilities, racialized people, and those who identify as 2SLGBTQ2+IA. For accommodation needs, please contact [e-mail] at any stage of the hiring process.

Visit our Careers at CLBC page to learn more about working at CLBC, what we offer, and tips for the interview process.

About the opportunity:

As a Service Delivery Manager (SDM), you will manage the day-to-day operations of CLBC services within an assigned service delivery area.

The Service Delivery Manager ensures that eligible individuals and families are provided with goal-focused direct support, that services are delivered per CLBC policy, and that complete information on community living services and community-based options is available and provided to individuals and families through a team of professional and administrative staff.

A central function of the SDM role is to ensure the effective and efficient delivery of CLBC contracted services that are fiscally responsible, consistent, and portable to support the safety, security, and well-being of individuals.

Key responsibilities:

• Supporting Facilitators and Analysts to plan for and implement support to families
• Ensuring that contracting of services to agencies is completed
• Overseeing the contract management cycle including contract review, development of work plans and workflow processes, and assessment of effectiveness and contractual consistency
• Promoting CLBC's work towards reconciliation and partnership with Indigenous organizations
• Supporting Facilitators, Analysts, and regional managers in managing emerging issues between CLBC, service providers and individuals and families; focusing on facilitating best outcomes and escalating as needed
• Consulting and advising Facilitators in navigating the complexity and depth of planning with individuals and families
• Supporting Facilitators and Analysts in building relationships with families, individuals and service providers, and coaching to enhance individual capability and depth of practice

While leading and guiding a dynamic team, you'll recruit, train, performance manage, approve leaves and expenses, and handle labour relations matters like discipline and resolving staff grievances.

What you will bring:

• Bachelor of Social Work or Business Administration/Commerce degree with human services orientation or equivalent
• Minimum of 5 years of demonstrated successful experience in a leadership position, preferably within social services resource development and contract management within the community living sector
• An equivalent amount of combined education and related experience may be considered

We are also looking for:

• Excellent leadership skills and the ability to provide staff with solid direction, guidance, coaching, mentoring, and development
• Proven ability to establish and maintain effective and collaborative working relationships with people at every level of the organization and key internal and external stakeholders to CLBC
• Advanced written and oral communication skills, including giving presentations
• Demonstrated ability to facilitate issue resolution on a variety of matters

Benefits:

• Employer-paid extended health and dental plan
• A BC Public Service Pension plan with employer contributions
• Generous vacation plus additional personal days
• Paid maternity/parental/adoption leave
• Life insurance, paid sick days, and, if needed, long-term disability
• Wellness supports, including an Employee and Family Assistance Program
• Professional development funds and resources to encourage continuous learning and skill development
• Access to government discounts for travel, cell phones, and more!

Additional Info:

• Occasional travel to communities within the catchment area, and to Head Office in Vancouver as needed
• Possession of a valid class 5 driver's license and a clean Driver's Abstract is required
• Successful applicants are subject to a Criminal Record Check
• At CLBC, we are committed to providing equitable compensation, recognizing that salary negotiation can be a barrier for some groups. We will engage in an objective analysis to determine a starting salary that is grounded in principles of equity and fairness

Closing date: September 15, 2026

If your application is shortlisted, you'll be invited to an interview where you'll have the opportunity to share more about your experience. Please note that only those selected for an interview will be contacted.

This opportunity is open to applicants who are legally entitled to work in Canada.