Service Delivery Manager
Greater Toronto Area
Corporate – Digital /
Full-Time /
Hybrid
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 powersport 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:
-Relentless customer focus – ensure service is fit for the purposes of customers
- Continuous improvement mindset
-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 KPIs 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, 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
Kanban Service-Delivery System Design:
-Visualization of all Work Items
-Work items retain customer-recognizable integrity throughout the 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 policies
-Classes of Service
-Pull 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:
-Delivery predictability
-Delivery Efficiency
-Cumulative Flow diagram
-Flow Efficiency
-Number of known defects in production
Management & Business skills:
-Superior managerial and supervisory capabilities
-Strong interpersonal skills, ability to work with stakeholders across the business
-Strong organizational skills
-Great problem-solving skills
-Analytical skills, use data to support continuous improvement activities
-Able to coach and develop team members
-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):
-Facilitate the daily Kanban Meeting
-Focus on the completion of work and removal of blockers
-Facilitate the (twice-weekly) Service Delivery Review Meeting
-Present capability data & metrics
-Report on outcomes of improvement initiatives (experiments)
-Collaborate with stakeholders to design improvement experiments
-Take responsibility for the implementation of improvement initiatives (experiments)
-Facilitate the (weekly) Delivery Planning Meeting
-Decide which in-progress items will be released next and plan the work for deployment.
-Facilitate Blocker-Clustering Workshops
-Analysis and grouping of blockers
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
-5+ years’ delivery management experience in the online software industry; strong knowledge of website design, functionality usability, web and mobile technologies.
-4+ years of experience in successfully using agile methodologies.
-Knowledge of release management and software quality principles
-Agile methodologies, primarily using Kanban or Scrum approach using related tools such as Jira
- Proficiency in French is an asset
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
-We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.
Benefits from Day 1
-Gym discounts
-Local in-office free gyms
-Employee and Family Assistance program
-Weekly virtual wellness events
-In addition to in-house training, we provide an annual lifestyle allowance of $1500 so you can grow your skills.
-Conferences & training budget
-Regular internal training programs
Financial planning
-Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.
Competitive salary
-Annual bonus structure
-3% CPP matching
