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Service Delivery Manager

2 months ago

Old Toronto, Ontario, Canada Accoravillage 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-driven investments and member-centric service. As a sector-wide plan designed for growth, we welcome all Ontario universities to join our community.

Our Culture

We're a team of progressive thinkers and agile doers operating in a fast-paced culture of collaboration and respect. Our culture is intentionally welcoming and purposefully rooted in equity, diversity, inclusion, and reconciliation (EDIR). We recognize the importance of environmental, social, and governance (ESG) factors in supporting risk management and value creation, as stated in our Responsible Investing Policy.

The Role

We're seeking a Service Delivery Manager to orchestrate an integrated delivery model for our Technology, Data, and Delivery team. Your primary responsibility will be to streamline work by implementing a service orientation structure, model, and tools to manage and measure the flow of work. As a vital facilitator for delivery teams, you'll play a crucial role in coordinating and planning key Kanban meetings at various levels.

Key Responsibilities
  • Refine and manage a streamlined delivery model using agile and Kanban methodologies to enhance 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.
  • Serve as a key facilitator for 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.
Nice-to-Have Skills
  • Working knowledge of DevOps practices.
  • Experience with Portfolio & Capacity Planning tools.
Attributes
  • Commitment to ensuring high levels of customer satisfaction through effective service delivery.
  • A creative and skilled facilitator who can effectively work with cross-functional teams to achieve common goals.
  • Enthusiastic about driving and sustaining a culture of excellence in delivery and continuous improvement.
What We Offer
  • Work from abroad up to eight weeks/year
  • Extended paramedical and mental health service coverage
  • Health care and lifestyle spending accounts
  • Fertility treatments, paid parental leave, and gender affirmation coverage
  • Education Assistance program

UPP enthusiastically welcomes applications from all qualified applicants and especially invites people with lived experience as an Indigenous person, a person with a disability, or as a member of another Human Rights Code protected group that faces barriers to employment to apply.