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Director, Operations & Service Delivery

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Competition Number: J0224-1161
Position Title: Director, Operations & Service Delivery
Position Number (Final): 00507475
Employee Group: Managerial & Professional
Job Category: Athletics and Recreation
Department or Area: A&R Business Development
Location: Kingston, Ontario, Canada (On-site)
Hours per Week: 35
Job Type: Permanent (Continuing)
Shift: 7 Monday - Friday
Number Of Positions: 1

COVID 19 On-Campus Requirements

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Summary

Reporting to the Executive Director, Athletics and Recreation (“ED"). The Director, Operations and Service Delivery (“Director”) is responsible for the overarching operations, conduct and integration of Recreation and High-Performance programs with specific focus on facilities. The incumbent will provide leadership to Q Sports Medicine, all aspects of Events including revenue generation and service delivery. Further, the Director provides the leadership, development, coordination and execution of Athletics and Recreation (“A&R”) service initiatives that support and enhance and the experience of all patrons. The Director is also responsible for advancing the diversification of revenue that aligns with the strategy of A&R facilities and events and objectives of Queen’s University. The Director is also responsible for the review and development of policies that effectively guide A&R activities and manage third party agreements. This position acts for the Executive Director, A&R in their absence.

As a member of the Athletics & Recreation executive team, the Director serves as a key advisor to the ED on matters both internal and external to A&R. This role, responsible for A&R wide service initiatives is expected to develop collaborative relationships and partnerships across campus in addition to community and external partners. The incumbent will see institution wide initiatives through from conception to implementation to advance the provision of supports and services to an evolving campus community and in response to the changing landscape of sport. This position will ensure processes and systems are in place that foster alignment with services and education strategies that intersect with areas including: the University’s non-academic misconduct (NAM) system, student health and wellness, Human Rights and Equity Office, Safe Sport, Q Sports Medicine, and other resources that help to foster student engagement and contribute to developing a positive and inclusive student experience.

The Director provides leadership and broad oversight of facility leadership by supporting the Associate Director, Facilities and Event Operations. This position involves a high degree of independent decision-making, responsibility, and initiative. The incumbent’s actions have department wide implications as the Director will lead initiatives that support and promote Athletics and Recreation programs and services that enable it to re-vitalize existing traditions and build a brand that sets its apart of peer institutions, creates an unrivaled student learning experience and serves to embed Queen’s in the community.

The Director plays an important role in the University’s efforts to enhance equity, diversity, inclusivity, and Indigenization and has a proven track record of an inclusive, anti-racist approach to all that they do. This position is located in Kingston and flexible work hours, including evenings and weekends are required.

PLEASE NOTE: This position will remain posted open until filled.

Job Description

• Promotes a culture of inclusivity that embodies A&R values, with a commitment to the university’s equity, diversity, accessibility, inclusivity, and Indigenization initiatives designed to foster an inclusive, supportive, and welcoming environment for individuals with diverse backgrounds and identities.
• Responsible for overarching service delivery strategies that inform Recreation and High-Performance pursuits using consistent and coordinated approaches within both portfolios. The Service strategy includes planning and integration of service units specific to A&R and beyond (e.g. Student Wellness Services) that are student-centred.
• Monitors and provides strategic analysis of trends, government policy, legislation and pan-industry events that may impact Athletics & Recreation and the student and patron experience.
• Plans, prioritizes, and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Promotes and facilitates diversity and inclusivity goals on behalf of and across Athletics & Recreation and collaborates with university partners to achieve shared goals in these areas.
• Works with a broad range of partners to develop and implement services, programs and training that are integrated and distinctly responsive to the needs of an increasingly diverse student population.
• In partnership with student wellness, and sport governing bodies e.g. Coaching Association of Canada, responsible for the design, implementation and continuous improvement of the Safe Sport Framework for A&R. This includes alignment with industry policy, reporting and disclosure procedures, response protocols and student support mechanisms.
• Manages the internal department processes regarding Non-Academic misconduct. Liaises, partners and collaborates with internal and external university partners that share responsibility for managing risk, student wellbeing, community outreach, and student non-academic misconduct.
• Oversees and provides student case management service and support for students at-risk for Athletics & Recreation, in conjunction with the central conduct and risk team.
• On behalf of the Executive Director, participates and provides leadership on university committees, working groups and projects focused on student support including, but not limited to, the Emergency Response Team(s), Campus Emergency Management Response Planning, Student Death Response, Student-At-Risk Team, Threat Assessment Team and the Assessment and Care Team.
• Provides direction to the Facilities and Events team by overseeing strategy to maximize revenue potential, implement progressive change and inspire ideas to fruition.
• Works with Associate Director, Facilities to develop a plan for facility rental revenue that maximizes and diversifies current and future revenue generation within the Department. Supports a focus on cultivating third party revenue generating opportunities.
• Directs the Facilities unit and in collaboration with the Executive Director and other senior leaders, develops short- and long-term plans for equipment, systems and facility renewal and replacement.
• Provides direction to Q Sports Medicine to optimize service delivery, achieve business goals and integration across the department.
• Analyze, develop and recommend, service strategy changes for Q Sports Medicine in partnership with the Manager.
• Establish and develop customer satisfaction criteria objectives, ensuring project delivery to customer requirements in all facets.
• Act as a central liaison for A&R, ensuring that inquiries are responded to within a cohesive and timely manner and mitigates risk. Responds at a high level with communications that may influence the reputation and profile of the A&R.
• Drafts agreements, policies and procedural directives that inform partnerships and broader responses in alignment with sport industry requirements and governing body (e.g. OUA, U Sport) regulations and recommendations.
• On behalf of A&R, serves on committees, working groups and task forces as required.
• Manages performance by establishing performance standards, reviewing, and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Acts for the Executive Director, Athletics and Recreation in their absence.
• Other duties as assigned by the Executive Director, Athletics and Recreation.

• Graduate degree in a relevant field required (MBA, Law, Sports Management, etc.);
• Seven to ten years demonstrated experience leading a large team of people, carrying out a diverse range of activities.
• Progressive management and leadership experience in a complex, service-oriented environment.
• Experience working in a related field such as athletics and recreation, student affairs, student development, education, administration.
• Proven experience integrating multiple service areas in the delivery of coordinated operations.
• Experience in developing policy and procedures in a large complex environment.
• Satisfactory Criminal Records Check and Vulnerable Sector Screening required.
• Consideration will be given for the equivalent combination of education and experience.

• Strong background in managing group dynamics, conflict resolution and team building.
• Ability to develop strong relationships among members of diverse groups.
• Excellent interpersonal and intercultural skills to work collaboratively with other professionals and stakeholders.
• Demonstrated ability to function effectively in team situations, both within and across departments and with other organizations, to achieve optimal collective results.
• Sophisticated oral and written communication skills, including presentation skills. Strong planning skills; ability to prioritize among many competing demands.
• Knowledge of facility operations and events planning and delivery including building maintenance and operation.
• Excellent analytical, reasoning and problem solving skills including the ability to identify, analyze and propose solutions for existing issues as well as an ability to anticipate challenges.
• Self-motivated and a team player.
• Ability to be innovative, challenge the status quo and demonstrate initiative to generate improvements and foster positive outcomes, adapting and responding to the changing environment and exercising good judgement while making decisions.
• Advanced administrative and computer skills for data and statistical analysis and word processing, spreadsheet and database management.
• Demonstrated ability to work with diverse student body and commitment to intercultural development, equity, diversity, inclusivity, and indigenous initiatives.
• Ability to demonstrate respect, dignity and integrity in interpersonal relationships and to demonstrate positive personal coping and wellness strategies.
• Commitment to exceptional constituent service.

• Recommend and/or determine policy and procedures that reflect the strategic direction and goals of the A&R while aligning with regulations and legislation.
• Responsible for decisions about financial planning and budgeting and effective allocation of financial and human resources in pursuit of departmental objectives
• Determines annual performance targets and KPIs for approval by the ED.
• Determines optimal methods to employ in the analysis and presentation of data.
• Makes recommendations to the Executive Director on department-wide matters including programming resource allocation, staffing, performance targets, and department wide communication plans.
• Uses judgement to determine and recognize potential for liability and refer to senior leadership as appropriate.
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at

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