Solution Manager, Product Delivery

6 months ago

Toronto, Canada Workplace Safety and Insurance Board Full time

This role is on the enterprise automation team who plans and delivers solutions using Robotic Process Automation, Intelligent Document Processing and other automation technologies.

As the Delivery Lead for the Product Team, the role is the single point of contact for the team members on a day to day basis and is responsible for removing barriers for the team, gathering feedback, and leading improvements in the team’s way of working. In addition, the role works closely with their IT Service Delivery Manager, Client Engagement, and Delivery Director, and other ITC management and WSIB strategic vendors to build and maintain collaborative, trusting relationships.

**Major Responsibilities**:
1. Operations & Governance Oversight
- Lead the internal and external audit exercises for assigned portfolios, such as compliance audits to portfolio specific services, which can include findings around risk and staff compliance gaps and remediation actions that could include further optimization opportunities such as outsourcing of existing or new services.
- Oversee the technology and people resource capacity management by performing capacity utilization assessments based on client needs, monitoring service consumption, and identifying opportunities for efficiencies leveraging current and/or new external service agreements.
- Spearhead processes by overseeing the creation and review of documents including plans to ensure alignment business, technology and/or production requirements.
- Develop and manage project plans, financial estimates, resourcing estimates, business cases and high-level solution documents.
- Assemble and provide oversight to the product delivery teams by ensuring the appropriate capacity allocation and skillset required to meet the demands of the work owned by the team (project/initiative or BAU).
- Provide oversight of the technical solutions for high visibility projects, including removing roadblocks, managing escalations, and provide guidance and directions to assigned team.
- Oversee the collection of requirements for projects from corresponding internal clients and other IT stakeholders and make the appropriate recommendations based on input from the product delivery team and other vendor partners.
- Accountable for the negotiation and completion of supplier project delivery contracts and govern the compliance, quality and timeline.
- Ensure that new and updated components are compliant with current WSIB IT standards, that internally managed and externally provided cost, and resource estimation is executed and validated using a standardized approach and tooling.
- Develop, validate, and present resource and cost utilizing standardized methodology and tooling. Oversee the hand-off of practices and/or solutions from project mode to operational state.

2. Business and Strategy
- Day to day governance of strategic outsourced and managed suppliers related to continuity, service improvement and risk management including budgetary, financial, contractual obligations and resourcing capacity and attrition.
- Maintain a holistic view of the broader needs of the organization and identify opportunities for continuous improvement to improve quality of the service delivery including automation and elimination of manual processes/activities.
- Identify human capital optimization opportunities, and lead the implementation to improve the delivery efficiency, which includes reduction of manual efforts for delivery team members and clients.
- Engage in proactive risk mitigation activities and actions to prevent service interruption, and degradations.
- Develop yearly budget, review monthly budget forecast, validate invoices, and track actual spent to minimize the financial variances for assigned portfolio based on existing and/or new outsourced and managed services.
- Develop business case for proposed initiatives and support the Service Delivery Manager and/or Director to obtain buy-ins from leadership team on moving forward. Support the Service Delivery Manager on an on-going basis in confidential procurement initiatives which includes strategy on technology or resources that are disruptive and positions the organization to take advantage of emerging technology and external services.

3. People
- Identify the capability & skills required to support the Service Delivery Manager in the recruitment process for individual contributor roles within the product delivery team.
- On-going input to the management team on staffing plans including team capacity & composition requirements, based on project and operational demands aligned with the IT roadmap and external market conditions.
- Act as a mentor by providing advice, guidance and direction to individual contributor team members’ day to day work and broader portfolio initiatives.
- Support the development of a positive, cooperative team culture by increasing collaboration with team members.
- Evaluate and improve own performance based on feedback from the managem

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