City of Boston

Service Delivery Manager

Posted Date 4 months ago(3/3/2022 12:07 PM)
Req ID
Boston Cntr - Youth & Families
Regular Full-Time
BCC-Central Office
Salary Min
Salary Max
Contact Email


This is a provisional appointment.


Brief Job Description (essential functions of the job):


Reporting to the Program Director, develops and ensures implementation of service delivery model to facilitate access to services and opportunities for high-risk and proven risk young people who are engaged with SOAR (Street Outreach, Advocacy and Response) Boston.


  • Coordinates and leads SOAR Boston’s service delivery strategy.
  • Manages, supervises and evaluates the performance of Resource Coordinators.
  • Identifies strategic partners, cultivates relationships and forges partnerships with service providers and other partners across sectors and the Boston area to enhance array of opportunities available to SOAR participants.
  • Responsible for ensuring effectiveness of service delivery approach and implementation, in partnership with Strategy & Operations Manager.
  • Develops, implements, and evaluates the goals, objectives and policies of the program in conjunction with the Program Director.
  • Develops training curriculum for basic job-readiness and life-skills for program participants, as needed.
  • Leads supervision meetings with Resource Coordinators, as well as other meetings to regularly review metrics and progress toward goals.
  • Serves as lead in addressing ongoing personnel and labor relations matters as it relates to employee conduct and dispute resolution.
  • Responsible for comprehensively understanding and enforcing Program, BCYF, and the City of Boston protocols and procedures.
  • Ensures accurate documentation and data quality for reporting purposes; prepares a variety of reports and documents necessary for program administration; and ensures proper record maintenance and confidentiality of information.
  • Attends scheduled meetings, trainings and workshops.
  • Perform related work as required.

Minimum Entrance Qualifications:

  • At least four (4) years of full-time, or equivalent part-time, experience in business or public administration, program management or a related field, preferably in the health and human services area working with high-risk and proven-risk youth and families, of which two (2) years must have been in a supervisory capacity.
  • A bachelor’s degree in business or public administration or a related field may be substituted for two (2) years of the required experience. Supervisory experience may not be substituted.
  • Experience developing and implementing workplace policies and procedures preferred.
  • Familiarity with the juvenile justice system and Boston youth service providers required.
  • Must have strong oral and written communication skills.
  • Proven ability to develop programs, trainings and program frameworks.
  • Ability to supervise employees and coordinate program strategies; and to work as part of a team with people from diverse backgrounds.
  • Ability to maintain confidentiality.
  • Ability to organize and prioritize work to ensure completion of multiple assignments in a timely manner.
  • Proficiency with computer software such as databases and Microsoft Office. 
  • Ability to exercise good judgment and focus on detail as required by the job.
  • Ability to work nights and weekends as needed.


CORI/SORI checks required.





Union/Salary Plan/Grade: NonUnion/MM2-5

Hours Per Week: 35.


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