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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 and member-centric service. As a sector-wide plan designed for growth, we welcome all Ontario universities to join us.

Our Culture

We're a team of progressive thinkers and agile doers operating in a fast-paced culture of collaboration and respect. We believe in bringing smart and capable people together to create, solve, and grow with a clear shared vision and values of integrity, inclusivity, ingenuity, and impact. Our culture is intentionally welcoming and purposefully rooted in equity, diversity, inclusion, and reconciliation (EDIR). We believe diverse teams, perspectives, and lived experiences contribute to better decisions and a better workplace.

The Role

We're seeking a Service Delivery Manager to orchestrate an integrated delivery model for our Technology, Data, and Delivery team based on service orientation, value streams, and business agile delivery concepts. As a vital facilitator for delivery teams, you'll play a crucial role in coordinating and planning key Kanban meetings at various levels. 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.

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.
Qualifications & 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.
  • Exceptional facilitation, collaboration, and communication abilities, capable of engaging diverse teams and stakeholders effectively.
  • 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.
  • Kanban Coaching Professional (KCP) certification is highly preferred.
Nice-To-Have Skills
  • Working knowledge of DevOps practices.
  • Familiarity with flow metrics and predictability.
  • 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.
  • Strong verbal and written communication skills, ensuring clarity and understanding across all stakeholders.
  • Enthusiastic about driving and sustaining a culture of excellence in delivery and continuous improvement.
  • Able to thrive in a dynamic and evolving work environment, adapting to uncertainty, change, and challenges.
  • Continuous learner who's constantly looking to develop your skillset and improve processes.
Life at UPP

We're a team that values collaboration, sustainability, and growth. We're committed to creating a workplace that's inclusive, equitable, and respectful. If you're passionate about making a difference and working with a talented team, we'd love to hear from you.