Service Delivery Lead

1 week ago

Scarborough, Canada Toyota Canada Inc. Full time

**Service Delivery Lead - EBS User Services**

**Scarborough, Ontario (Hybrid)**

Toyota Canada Inc. (TCI) is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

**What Sets Us Apart?**

A focus on People, Passion for Toyota, Innovation and Make Things Better has made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

**Job Summary**:
**What We’ll Bring**:

- A hybrid work environment
- A work environment built on teamwork, flexibility and respect
- Competitive compensation package including health and dental benefits, and bonus
- Health and dental benefits effective immediately
- Company pension plan with matched contribution
- Associate vehicle discount program
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Fitness reimbursement
- Great company culture - Respect for people and continuous improvement is at our core
- Paid holiday shutdown and competitive paid time off benefits
- Summer Hours - condensed work week during the summer
- Sabbatical Leave Program

**What You’ll Be Doing**:

- Create, maintain & ensure adherence to Service Desk processes
- Recommend processes improvements and demonstrate creative thinking
- Manage the repository of process and production documentation ensuring SOP’s and Knowledge Base articles are current and relevant
- Lead recruitment and onboarding of new Service Desk agents, develop user training material
- Monitor Service Desk team performance, generating and reviewing key metrics and ensuring effective daily operations
- Manage end user and Dealer escalations for both incidents and requests
- Facilitate team collaboration through regular team meetings and information sharing
- Participate in projects representing Service Desk and onboarding of new support
- Provide end user training on changes to Service Desk processes, tools, and service catalogues
- Conduct Customer Satisfaction with stakeholder groups (Toyota Canada Inc, Toyota Credit Canada Inc, Toyota and Lexus Dealers and IS) to identify continuous improvement opportunities
- Foster a positive, open environment where ideas and suggestions become a source of continuous process improvement
- Influence and communicate effectively with non-technical audiences

**What You’ll Bring**:

- Post-Secondary degree/diploma in computer science or related discipline
- Exceptional Customer Service skills including a strong sense of urgency and empathy
- Demonstrated ability to influence and lead without direct authority
- Demonstrated ability to define and implement process improvements
- Strong end user technology and support skills
- 5 + years of experience in Service Delivery and process enhancement
- Experience with ServiceNow
- Excellent analytical and problem-solving skills
- Excellent written, oral and presentation skills

**What You Should Know**:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.

**Job Types**: Full-time, Permanent

Additional pay:

- Bonus pay

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- Monday to Friday

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