Service Delivery Manager
TRADER Corporation
Toronto, ON, CA
5d ago

Are you ready to join autoTRADER and help us create bar-raising digital experiences for our clients and customers? Do you have an entrepreneurial spirit and enjoy a flexible work arrangement?

As we continue to leverage trending technologies to drive customer-centric innovations, we also provide a Company Culture unlike any other.

We are all about Collaboration, Growth and Fun.

Trader Corporation is the team behind Canada’s leading automotive marketplace, autoTRADER.ca, as well as a world class digital advertising business.

We are a technology driven company that creates compelling solutions for our users and dealer customers. We are expanding our team and need are looking for a skilled Service Delivery Manager to coach our team.

Leadership

  • Relentless customer-focus ensure service is fit for the purposes of customers
  • Facilitate transparency & shared understanding of current processes & policies, as actually practiced
  • Gain agreement for evolutionary change
  • Manage the work, let people self-organize around it responsible to ensure performance measures are met and held to the KPI’s outlined;
  • responsible to implement and manage through PIP when needed

  • Encourage acts of leadership at all levels (incremental improvement through experimentation, scientific method)
  • Participate actively in the broader leadership team, 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

    Kanban Service-Delivery System Design

  • Visualization of all Work Items
  • Work items retain customer-recognizable integrity throughout entire workflow
  • Visualization of the flow of work through stages of knowledge-discovery
  • Visualization of all blocked Work Items
  • Clear point of commitment (first unbounded queue)
  • WIP limits across the entire workflow (from point of commitment to completion)Explicit policiesClasses of ServicePull criteria policies for each stage of knowledge discovery
  • Ticket design enough information to make a good pull decision into each stage of knowledge-discovery
  • Maintain & report service-delivery capability data & metrics

  • Lead Time Distribution histogramAll workBy Work Item TypeBy Class of Service
  • Delivery Frequency
  • Replenishment Frequency
  • Cumulative Flow diagram
  • Flow Efficiency
  • Number of known defects in production
  • Management & Business skills

  • Superior managerial and supervisory capabilities
  • Attract, hire and retain top talent
  • Responsible to ensure proper protocols are met with all direct reports (union and non-union) and others working within the manager’s scope of responsibilities, including performance improvement plans, discipline and terminations if required
  • Ensuring compensation is measured and updated in a timely way during the annual increase and bonus year end (both union and non-union direct reports)
  • Kanban service-delivery system improvement (evolutionary feedback-loop cadences, reflection mechanisms)

  • Facilitate the daily Kanban MeetingFocus on completion of work and removal of blockers
  • Facilitate the (weekly) Replenishment / Commitment meetingReplenishment of WIP-limited system
  • Facilitate the (bi-weekly) Service Delivery Review MeetingPresent capability data & metricsReport on outcomes of improvement initiatives (experiments)Collaborate with stakeholders to design improvement experimentsTake responsibility for implementation of improvement initiatives (experiments)
  • Facilitate the (bi-weekly) Delivery Planning MeetingDecide which in-progress items will be released next and plan the work for deployment.
  • Facilitate Blocker-Clustering WorkshopsAnalysis and grouping of blockers
  • Design & implement experiments for improvement of system design
  • What you bring to the table

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

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

  • An environment built to help you be your creative best
  • Competitive employee benefits program (medical, dental, vision and extended health care)
  • Paid time off
  • Professional Development dollars
  • Retirement benefits
  • Company Incentive plans
  • Flexible work environment
  • Team-building and Employee Appreciation events
  • Employee and Family Assistance and Wellness Programs
  • Gym membership discounts
  • Do we have your attention now? If so, we would love to hear from you!

    At Trader Corporation, we welcome everyone to apply. We are committed to diversity and inclusion in our workplace, where every team member feels valued.

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