Director, Service Delivery Excellence

About SNDL

SNDL is the largest private-sector liquor and cannabis retailer in Canada with retail banners that include Ace Liquor, Wine and Beyond, Liquor Depot, Value Buds, and Spiritleaf. SNDL is a licensed cannabis producer and one of the largest vertically integrated cannabis companies in Canada specializing in low-cost biomass sourcing, premium indoor cultivation, product innovation, low-cost manufacturing facilities, and a cannabis brand portfolio that includes Top Leaf, Contraband, Citizen Stash, Sundial Cannabis, Palmetto, Bon Jak, Spiritleaf Selects, Versus Cannabis, Value Buds, Vacay, Grasslands and Superette. SNDL's investment portfolio seeks to deploy strategic capital through direct and indirect investments and partnerships throughout the global cannabis industry. For more information on SNDL, please go to www.sndl.com

Position Summary

The person in this role is a trusted leader in the Business Technology (BT) department; as a highly motivated, strategic, customer-orientated leader, this role will be responsible for the administration of process improvements, quality assurance, policy development, and occasional project management as needed. This person will bring an innovative approach to supporting the team, strong verbal communication and technical writing skills while working at a senior management level.

They will have the understanding and ability to coach and mentor a team, build confidence in others, and have the propensity to inspire others, alongside strong stakeholder management and communication skills, with a proven track record of delivering similar services. Passion for working in a fast-paced, collaborative, customer-centric, and innovative environment is essential.

This position focuses on ensuring that the BT organization “does the right things” through strategy and governance and “does things right” through organizational, operational, and IT performance management.

Primary Responsibilities

Facilitate Collaboration and Cross-Functional Culture

• Work collaboratively with the senior leadership and management to develop strategies, policies and procedures, and related processes to execute effectively in areas of responsibility considering standardization, cost and process efficiencies.
• Manage a team of Service Delivery Managers and related analysts to focus on continuous improvement across both internal and external stakeholders.
• Promote a business-oriented collaborative culture and mindset driven by continual service improvement techniques. (Facilitate Collaboration and Cross-Functional Culture)

Process Improvement

• Remain current on new technologies and service management practices, and provide direction on which emerging technologies and methods should be introduced, integrated, and assimilated within BT Operations (Process Improvement)
• Maintain an up-to-date understanding of industry best practices and monitor the legal and regulatory environment for developments that could require changes to SNDL’s established IT policies and practices (Process Improvement)
• Lead the maturity of operations and governance processes and ensures integration with the broader IT strategic plans. (Process Improvement)
• Consolidate feedback and facilitate discussions with BT Leadership on actions required to improve BT’s operational and service delivery (Process Improvement)

Compliance & Change Management

• Manage oversight of internal policy and compliance controls with the VP of Operations and the Manager, BT Security and Compliance, to ensure all controls are working effectively, and when needed, remediation controls are implemented. (Compliance and Security)
• Recommend, develop and implement associated policies of implementation plans and procedures to ensure business-critical services are recovered in the event of disasters or other incidents, and provide direction, support and in-house consulting in these areas (Incident Management, Disaster Recovery and Business Continuity Planning Processes)
• Works with BT Departments to ensure coordination, approvals, and communication of all IT changes across the organization (Change Management Board)
• Facilitate technology assessments of new solutions and technology platforms with a focus on suitability for integration with the existing IT environment. (Integration and ARB Process)
• Create, update and disseminate documentation of SNDL’s processes, and deliver training (as required).

Portfolio Management, Project Management and Reporting

• Collaborate with CIO on organizational technology strategy, business benefit delivery and standards. Drive and support alignment between Business Applications, Technical Services, Security and Compliance and Digital Services. (Project Portfolio Management)
• Work directly with the operating segment management , executives, and internal BT departments to facilitate project and enhancement requests, prioritization, and impact analysis. (Product Advisory Group / Project Intake Process)
• Develops and publishes regular reports on projects, processes, and operational performance metrics; reports findings and provides recommendations. (Executive Reporting)

Requirements

• Excellent service management planning and execution skills.
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts to front-line workforce.
• Success in leveraging both traditional practices, such as IT service management, as well as emerging methods, such as DevOps, that are optimized for agility.
• Experience in effectively navigating cross-functional teams and influencing key stakeholders across the organization.
• Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied.
• Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.
• Exceptional leadership skills, with the ability to communicate a vision that inspires and motivates staff and aligns to the IT and business strategy.
• Strong partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives.
• Strong IT service delivery acumen, including cross-domain knowledge and preferably earlier career experience in a project management capacity.
• 5-10 years in IT and business/industry.
• Effective influencing and negotiation skills in an environment where this role may not directly control resources.
• Attainment of relevant certifications and professional networking via involvement in industry groups.
• Bachelor’s degree required.

We are grateful for the interest in this role from all candidates, however, we will be contacting only those that are selected for next steps in the hiring process.

Our Commitment to Diversity & Inclusion:

SNDL is an equal opportunity employer. We are committed to building a welcoming, inclusive, diverse and safe workplace where all of our team members have equal opportunity to succeed. We know this begins with recruitment. To honor our commitment, SNDL encourages applications from individuals of all backgrounds, sexual orientation, gender identity, ancestry, ages and abilities