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Service Delivery Manager

4 weeks ago

Greater Toronto Area, Canada AutoTrader.ca Full time

We are looking for a **Service Delivery Manager **for the largest automotive marketplace in Canada.

**Key Areas of Responsibility**:
**Leadership**:

- Relentless customer focus - ensure service is fit for the purposes of customers
- Continuous improvement mindset
- Facilitate transparency & shared understanding of current processes & policies, as actually practiced
- Gain agreement for evolutionary change
- Manage the work, let people self-organize around it
- responsible to ensure performance measures are met and held to the KPIs outlined; responsible to implement and manage through PIP when needed
- Encourage acts of leadership at all levels (incremental improvement through experimentation, scientific method)
- Participate actively in the broader leadership team, and strategic decisions affecting the business, including annual budgets, bonus determination, and compensation changes. -Be prepared to bring forward ideas related to better hiring, PIP plans, and strategies related to collective bargaining to ensure our business can continue to grow and develop

**Kanban Service-Delivery System Design**:

- Visualization of all Work Items
- Work items retain customer-recognizable integrity throughout the entire workflow
- Visualization of the flow of work through stages of knowledge-discovery
- Visualization of all blocked Work Items
- Clear point of commitment (first unbounded queue)
- WIP limits across the entire workflow (from point of commitment to completion)
- Explicit policies
- Classes of Service
- Pull criteria policies for each stage of knowledge discovery
- Ticket design - enough information to make a good pull decision into each stage of knowledge-discovery

**Maintain & report service-delivery capability data & metrics**:

- Delivery predictability
- Delivery Efficiency
- Cumulative Flow diagram
- Flow Efficiency
- Number of known defects in production

**Management & Business skills**:

- Superior managerial and supervisory capabilities
- Strong interpersonal skills, ability to work with stakeholders across the business
- Strong organizational skills
- Great problem-solving skills
- Analytical skills, use data to support continuous improvement activities
- Able to coach and develop team members
- Relationship building, able to build and support strong relationships with the team and across the business

**Kanban service-delivery system improvement (evolutionary feedback-loop cadences, reflection mechanisms)**:

- Facilitate the daily Kanban Meeting
- Focus on the completion of work and removal of blockers
- Facilitate the (twice-weekly) Service Delivery Review Meeting
- Present capability data & metrics
- Report on outcomes of improvement initiatives (experiments)
- Collaborate with stakeholders to design improvement experiments
- Take responsibility for the implementation of improvement initiatives (experiments)
- Facilitate the (weekly) Delivery Planning Meeting
- Decide which in-progress items will be released next and plan the work for deployment.
- Facilitate Blocker-Clustering Workshops
- Analysis and grouping of blockers

**Required Skills**:

- Strong leadership skills, ability to drive change
- Strong communication skills
- Ability to interact professionally with all levels within and external to the organization

**Required Experience**:

- Bachelor's degree in computer science preferred
- 5+ years’ delivery management experience in the online software industry; strong knowledge of website design, functionality usability, web and mobile technologies.
- 4+ years of experience in successfully using agile methodologies.
- Knowledge of release management and software quality principles
- Agile methodologies, primarily using Kanban or Scrum approach using related tools such as Jira
- Proficiency in French is an asset

**What’s in it for you**
- We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

**Fitness and wellness**
- We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.

**Benefits from Day 1**
- Gym discounts
- Local in-office free gyms
- Employee and Family Assistance program
- Weekly virtual wellness events
- In addition to in-house training, we provide an annual lifestyle allowance of $1500 so you can grow your skills.
- Conferences & training budget
- Regular internal training programs

**Financial planning**
- Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.

**Competitive salary**
- Annual bonus structure
- 3% CPP matching

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