Service Delivery Specialist

Position Summary

The 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 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.

The incumbent acts as a subject matter expert on updates to internal frameworks (Business Process Guide (BPG), Finance Guide, FedcapCARES) and emerging programs, ensuring Service Providers are informed, aligned, and equipped to respond effectively.

What You'll Do:

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 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 review with SP Managers. (e.g., Overdue milestone check points, ERFS, Jobseeker activity)
• Analyze the monthly Jobstat report and take action 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:

• Bachelor's degree in social work, Education, Public Administration, or related field; master's preferred or equivalent experience.
• 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.
• Strong understanding of labour market trends, jobseeker barriers to employment, and Employment Ontario transformation goals.
• Must pass a Criminal Record Check.

Compensation: 

$82,000-$110,000 (CAD) per year

Who We Are

Fedcap Canada is committed to enhancing employment services, supporting job seekers, and strengthening community partnerships. We are focused on building an inclusive workforce that meets the diverse needs of Ontario’s labour market.

Fedcap Canada provides 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 Canada warmly 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 accommodations, including accessible formats or adjustments during interviews.