Service Delivery Manager

4 weeks ago

Old Toronto, Ontario, Canada University Pension Plan Full time
About UPP

UPP is a pioneering pension plan in Ontario's university sector, serving over 40,000 members across four universities and fourteen sector organizations. Our mission is to provide retirement peace of mind to the university sector through integrity-based investing and member-centric service.

The Role

We are seeking a skilled Service Delivery Manager to orchestrate an integrated delivery model for our Technology, Data, and Delivery team. As a vital facilitator, you will streamline work by implementing a service orientation structure, model, and tools to enhance delivery efficiency and customer satisfaction.

Key Responsibilities
  • Refine and manage a streamlined delivery model using agile and Kanban methodologies to optimize workflow efficiency and stakeholder value.
  • Lead and foster a collaborative environment with business, portfolio leads, solution architects, and project teams, promoting Kanban principles and continuous delivery.
  • Facilitate delivery teams in cross-functional and Kanban planning meetings at program and tactical levels, using Kanban concepts and metrics for team alignment, value prioritization, and efficient delivery.
  • Drive the effective implementation and use of Jira and Confluence to support Kanban workflows, ensuring project visibility and accurate delivery tracking.
  • Identify and implement Kanban process improvements to increase efficiency, optimize and expose constraints, and improve delivery quality.
  • Ensure delivery excellence by meeting or exceeding customer expectations, actively seeking feedback, and applying Kanban metrics for continuous quality improvement.
Qualifications and Experience
  • A Bachelor's degree in a relevant field, with a minimum Kanban Management Professional (KMP) certification.
  • 5+ years of proven experience in implementing and managing Kanban systems in technology or data-driven settings, with a strong grasp of Lean principles and Kanban practices.
  • Deep knowledge of service delivery models, emphasizing continuous improvement and customer satisfaction.
  • Comprehensive understanding of project and portfolio management methodologies, including project lifecycle, risk management, and stakeholder communication.
  • Skilled in using Jira and Confluence to support Kanban workflows, with a track record of customizing these tools for enhanced flow.
What We Offer
  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A comprehensive benefits package, including extended paramedical and mental health service coverage, health care and lifestyle spending accounts, fertility treatments, paid parental leave, and gender affirmation coverage.
  • An education assistance program.

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