BAND 2 - Service Delivery Manager/Government AgentThe TeamYou will be part of a dedicated team committed to delivering accessible, high-quality services to the people of British Columbia. The Service BC office in Port Hardy includes two Customer Service Representatives and one Senior Customer Service Representative Supervisor, while the Powell River office includes four Customer Service Representatives and one Senior Customer Service Representative Supervisor. Collaboration, continuous learning, and diverse perspectives are essential to achieving our goals. In this role, you will partner with leaders and stakeholders to ensure our service centres effectively meet the needs of the communities we serve. The RoleThe Service Delivery Manager/Government Agent leads and supports the Port Hardy and Powell River Service BC offices. This position is based in Port Hardy and includes quarterly travel to Powell River. You will inspire and guide your teams to achieve high service standards while overseeing a range of operational and statutory responsibilities. Your leadership will play a key role in maintaining Service BC’s reputation for trust and reliability, ensuring citizens consistently receive “Service with Heart.” Responsibilities Lead and manage service delivery teams across Port Hardy and Powell River offices. Ensure compliance with statutory and operational requirements. Develop and implement strategies to improve service standards and customer experience. Oversee human resource functions including performance management, recruitment, and retention. Provide coaching, training, and development opportunities for team members. Qualifications Education and Experience Requirements Post-secondary education in Business Management, Public Administration, Leadership or related discipline OR an equivalent combination of education and experience may be considered. ExperienceMinimum two (2) years’ experience in each of the following: Management experience leading teams to provide exceptional in-person and/or virtual services. Experience managing conflict and dealing with emotionally charged individuals and/or groups. Experience leading in an environment where there are frequently changing and competing priorities. Experience managing a broad range of human resource functions including performance management, leave management, recruitment, and retention. Experience coaching, training, and developing a team to provide best in class service. Preferred RequirementsPreference may be given to applicants with one (1) or more of the following: Additional years of experience in any of the above requirements and/or preferences. Experience managing in a unionized environment. Experience using analytics to make informed business decisions, allocate resources, and evaluate outcomes. Experience leading a remote/virtual or geographically distributed team. Experience leading in a public sector or regulated environment. Experience leading projects or programs with multiple partners. Provisos/Willingness statements Willingness to keep self-informed on current trends and issues through ongoing training, education, and participation in branch projects. Willingness to complete and certification of the Certified Service Manager (CSM) training through the Institute for Citizen- Centred Service within 6 months of Service BC making this course available to you (this training will be paid for and provided by Service BC). Willingness to travel for varying lengths of time. For questions regarding this position, please contact The BC Public Service is committed to ensuring that reasonable accommodations are available throughout the hiring process, including the assessment and selection stages.#J-18808-Ljbffr