Service Delivery Lead

**Help us boldly shape retail in Canada**

Canadian Tire Corporation’s (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922. Our vision is to become the #1 retail brand in Canada and we are focused on innovating and making important investments in our business, especially when it comes to our people. To reach our goal, we need the best talent to help us evolve and drive change across the business - and boldly help shape Canada’s retail industry. As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.

Working in the Finance Systems, PeopleSoft Delivery team, you will be part of a Product/Service Squad responsible for continuous delivery of evolving business objectives and technology life-cycle through a prioritized backlog of user stories. The role is focused on serving the needs of the squad, incident management and supporting the squad in achieving business objectives. You will continuously evolve the Agile capabilities of the team, focus on team dynamics, and remove impediments to success, etc. Service Delivery Lead will partner with the Manager to enable the team to meet Service Level Agreement and continuously improve it.

**What you'll do**:

- Ensure service is fit for the purposes of customers through relentless customer focus
- Ensure transparency & shared understanding of current processes & policies
- Guide the identification, analysis, and resolution of impediments in the workflow such as blockers, rework, and aging work items to enable smooth flow of service
- Facilitate problem-solving discussions and general communications between business and IT and or within
- Facilitate service level events/ discussion, decision making, conflict resolution
- Oversee dependencies and identifies delays in service deliveries that failed to meet customer expectations
- Facilitate continuous improvement initiatives and process review
- Manage incidents through resolution, and root cause analysis
- Build a trusting and safe environment where problems can be raised and resolved
- Identify coaching opportunities at the individual and team level
- Support the platform owner/lead in backlog management, prioritization, and overall platform improvements initiatives
- Facilitate communication and collaboration inside and outside the teams
- Contribute to improve the maturity of squad aligned with CTC Agile Op model

**What you bring**:
**Domain Expertise**:

- 5+ years of relevant work experience with Agile and Kanban/Scrum.
- Scrum Certification such as CSM or PSM, Kanban certification such as Team Kanban Practitioner (TKP) or Kanban System Design (KSD) is an asset.
- Delivery or software development background in PeopleSoft FSCM 9.2 with PeopleTools 8054 and newer on Oracle/Linux/Windows technology stack. Education in Computer Science or similar is preferred

**Individual Skills**:

- Strong communication skills - Able to propagate information promptly, clearly, and unambiguously.
- Team Leadership-experienced in assessing and driving necessary actions to improve
- Able to develop and foster teamwork and facilitate team dynamics.
- Excellent problem-solving, organizational and analytical skills, with the ability to coach and mentor all roles on a Scrum team
- Skilled in building relationships and navigating through organizational layers.
- Ability to scale thinking and analysis from strategic to detail and vice versa.
- Executive presence; strong facilitation and presentation skills.
- Conflict resolution and effective mediation and influencing skills.
- Very strong customer and delivery focus.
- Knowledge of PeopleSoft FSCM 9.2.

**Mindset and Behaviours**:

- Laser-focused on serving the needs of the team, creating an environment where the team feels safe to learn and experiment.
- Assertive, with the confidence to be the voice of authority-not afraid to do what is best for the team.
- Brings a high-energy and passionate outlook to the job and can influence those around them.
- Able to build a sense of trust and rapport that creates a comfortable and effective workplace.
- Always questions the status quo and looks for ways to work more effectively.

LI-YX1
- Canadian Tire and its family of companies are boldly shaping retail in Canada and we continue to deliver a positive experience for our customers. As one of the most trusted brands in Canada, our employees take pride in the work we do across the country. It’s more than the iconic triangle that keeps our employees around. From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart - these are some of the many reasons why Canadian Tire Corporation is one of _Canada’s Best Managed Companies _. _
- To learn more about this team and the Canadian Tire family of companies follow us on _LinkedIn _. _