Service Delivery Manager Jobs

TRADER Corporation is a trusted Canadian leader in online media, dealer, and lender services. The company is comprised of AutoTrader.ca, AutoSync, and Dealertrack Canada. AutoTrader.ca (AutoHebdo.net in Quebec) offers the largest inventory of new cars and used cars in Canada, receiving over 25 million monthly visits to its marketplace. With over 3,500 subscribers and counting, AutoSync is the largest and fastest-growing dealer and OEM software provider in Canada. The platform's suite of connected automotive software solutions brings advertising, conversion, and operational support together, synchronizing the entire retail process. AutoSync's diverse range of offerings includes: vAuto, EasyDeal, xtime, Motoinsight, Activix, TAdvantage, and TRFFK. Dealertrack is Canada’s largest automotive financing portal, enhancing efficiency and profitability for all major segments of the automotive, marine, recreational vehicle, motorcycle, and power sport retail industries. Over 6.5 million credit applications are submitted via the Dealertrack Canada portal each year. Visit tradercorporation.com to learn more..

We are looking for a Service Delivery Manager for the largest automotive marketplace in Canada.

Key Areas of Responsibility:

Leadership:

• Gain agreement for evolutionary change
• Continuous improvement mindset
• Manage the work, let people self-organize around it– responsible to ensure performance measures are met and held to the KPIs outlined; responsible to implement and manage through PIP when needed
• Participate actively in the broader leadership team, and strategic decisions affecting the business, including annual budgets, bonus determination, and compensation changes. Be prepared to bring forward ideas related to better hiring, PIP plans, and strategies related to collective bargaining to ensure our business can continue to grow and develop.
• Facilitate transparency & shared understanding of current processes & policies, as actually practiced
• Relentless customer focus – ensure service is fit for the purposes of customers
• Encourage acts of leadership at all levels (incremental improvement through experimentation, scientific method)

Kanban Service-Delivery System Design:

• Pull criteria policies for each stage of knowledge discovery
• Classes of Service
• WIP limits across the entire workflow (from point of commitment to completion)
• Ticket design – enough information to make a good pull decision into each stage of knowledge-discovery
• Explicit policies
• Visualization of all blocked Work Items
• Visualization of the flow of work through stages of knowledge-discovery
• A clear point of commitment (first unbounded queue)
• Visualization of all Work Items
• Work items retain customer-recognizable integrity throughout the entire workflow

Maintain & report service-delivery capability data & metrics:

• Delivery Frequency
• Flow Efficiency
• By Class of Service
• Lead Time Distribution histogram
• All work
• Cumulative Flow diagram
• Number of known defects in production
• Replenishment Frequency
• By Work Item Type

Management & Business skills:

• Able to coach and develop team members
• Strong organizational skills
• Superior managerial and supervisory capabilities
• Great problem-solving skills
• Strong interpersonal skills, ability to work with stakeholders across the business
• Analytical skills, use data to support continuous improvement activities
• Relationship building, able to build and support strong relationships with the team and across the business

Kanban service-delivery system improvement (evolutionary feedback-loop cadences, reflection mechanisms):

• Report on outcomes of improvement initiatives (experiments)
• Facilitate the (bi-weekly) Delivery Planning Meeting
• Replenishment of WIP-limited system
• Present capability data & metrics
• Focus on completion of work and removal of blockers
• Analysis and grouping of blockers
• Facilitate the (weekly) Replenishment/Commitment meeting
• Decide which in-progress items will be released next and plan the work for deployment.
• Facilitate Blocker-Clustering Workshops
• Facilitate the (bi-weekly) Service Delivery Review Meeting
• Take responsibility for the implementation of improvement initiatives (experiments)
• Collaborate with stakeholders to design improvement experiments
• Facilitate the daily Kanban Meeting
• Design & implement experiments for the improvement of system design

Required Skills:

• Strong leadership skills, ability to drive change
• Strong communication skills
• Ability to interact professionally with all levels within and external to the organization

Required Experience:

• Bachelor's degree in computer science preferred
• 4+ years of experience in successfully using agile methodologies.
• 5+ years’ delivery management experience in the online software industry; strong knowledge of website design, functionality usability, and web, and mobile technologies.
• Agile methodologies, primarily using Kanban or Scrum approach using related tools such as Jira and Trello.
• Knowledge of release management and software quality principles

What’s in it for you…

We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

Fitness and wellness:

• Gym discounts
• We provide discounts to nationwide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.
• Employee and Family Assistance Program
• Day 1 health benefits
• Weekly virtual wellness events
• Local in-office free gyms

Learning allowance:

• Regular internal training programs
• In addition to in-house training, we provide an annual allowance of $1500 so you can grow your skills.
• Conferences & training budget
• Tuition allowance

Financial planning:

• Competitive salary
• Annual bonus structure
• Let us help you invest in your future with a 3% matching towards your pension and multiple forms of income protection.
• 3% CPP matching