Service Delivery Manager

4 weeks ago

Old Toronto, Ontario, Canada University Pension Plan Full time
About the Role

As a Service Delivery Manager at University Pension Plan, you will play a critical role in shaping our delivery model to ensure seamless service orientation, value streams, and business agile delivery concepts. Your primary responsibility will be to streamline work by implementing a service orientation structure, model, and tools to better manage and measure the flow of work, prioritizing high-value items, reducing work ambiguity, and enabling more predictable metrics on delivery efficiency.

As a vital facilitator for delivery teams, you will coordinate and plan key Kanban meetings at various levels, such as Program (focusing on strategic alignment) and Tactical (targeting team operational efficiency). By implementing Jira and Confluence workflows and dashboards, you will streamline processes and foster a highly collaborative environment among cross-functional teams, significantly enhancing collaboration and optimizing delivery outcomes.

Your primary mission will be to enhance our service delivery, focusing on visualizing work, managing flow, and continuously improving delivery processes to ensure efficient and effective outcomes. You will leverage Kanban methodologies to prioritize high-value work, reduce work in progress (WIP) limits, and foster a culture of transparency and continuous improvement.

You will report into Senior Director, Delivery Practice & Portfolio Reporting and continuously learn from seasoned leaders, fostering your professional growth with each project.

Key Accountabilities

  • 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.
  • Implement and refine Kanban systems for better work visibility and flow, using boards, WIP limits, and metrics to boost delivery efficiency.
  • 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. Encourage a culture of ongoing enhancement in processes, tools, and workflows.
  • Ensure delivery excellence by meeting or exceeding customer expectations, actively seeking feedback, and applying Kanban metrics for continuous quality improvement.

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