Service Delivery Manager

5 days ago

Toronto, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

At Sun Life, we work together, share common values, encourage growth and achievement. Join our talented, diverse workforce and launch a rewarding career.

As a Service Delivery Manager in Sun Life's Agile Excellence Domain, you will be part of our exciting journey through our multi-year Digital Enterprise transformation with a focus on driving forward new ways of working, bringing Business, IT and Operations closer together in delivering Client Value.

We are looking for a senior Service Delivery Manager who can demonstrate skills and competencies with real-world work experience in this capacity - not just theory, courses or an academic certification. The awesome person who fills this role will need to be resilient and will influence and thrive in ambiguity.

The Service Delivery Manager is empowered to introduce better ways to help the team perform at its highest level and is responsible for ensuring the team lives agile values and principles. The incumbent will actively participate in developing and maintaining a high performing, self-organizing team. This includes clearing obstacles, establishing an environment where the team can be effective, ensuring a good relationship between the team, product owner and delivery, as well as others outside the team.

The Service Delivery Manager role is focused on optimizing the flow of value by ensuring consistent alignment to processes across a multi-team model. The role requires an ability to support, manage, and improve daily operations of the hub and associated teams.

**What will you do**:
As a Service Delivery Manager, you will work with a cross-functional leadership team to define and measure objectives, drive standardization of delivery practices across related teams and coordinate and facilitate scaled agile events related to prep, planning, monitoring and issue resolution. In this role you will also act as a thought partner, as well as championing the removal of impediments.
- Enable effective “day-to-day” of scaled environment (e.g., scaled agile events, platform delivery reporting, etc.)
- Drive integration, alignment and continuity of delivery across value streams
- Help solve organizational problems and facilitate problem-solving sessions
- Create a forum for discussing vision, goals, and Product Backlog items amongst the squads identifying internal and external dependencies
- Proactively identify and raise relevant issues for Executive sponsor support
- Collaborate with product owner and tech lead to triage incoming business and technical needs
- Own tracking and reporting on objectives & key results, financials, etc. for Executive audiences
- Help to develop & manage portfolio of large, complex deliverables following agile ways of working
- Track & report on resources & gaps
- Support preparation and own content for key scaled agile workshops & events (e.g., sponsor meetings)
- Has a continuous improvement mindset and actively identifies and implements process improvements
- Facilitates and oversees the release management process

Develop and nurture strong partnering relationships with Product Owners, Squads, and stakeholders:

- Develop strong partnerships with the Product Owner and the Squads (agile teams) to gain strong understanding of objectives, sustain open dialogue to manage product backlog efficiently
- Influence a wide range of stakeholders (i.e. Business, Delivery, IT) to remove impediments and maximize team output
- Support and educate the Product Owner and the Squads on agile principles and practices to preserve the team from external pressures which may inhibit its productivity
- Protect the Squad from outside interruptions and distractions
- Brings a high-energy and passionate outlook to the job and can influence those around them
- Able to build a sense of trust and rapport that creates a comfortable & effective workplace

**What will you need to succeed?**
- Strong leadership and communication skills with ability to communicate complex messages, trade-offs and tell a compelling story to a diverse group of stakeholder
- 5+ years experience as a senior Scrum Master
- Kanban Management Professional (KPM), Certified SASM or Certified SSM, Certified Scrum Master (CSM), Certified Scrum Coach (CSC) or ICAgile Certified Professional in Agile Coaching ( ICP-ACC), Certified SAFe Release Train Engineer ( RTE) an asset
- Experience in scaled Agile environments,

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