Service Delivery Manager_Agile Team Lead

Toronto, ON /
Digital – 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..

The Service Delivery Manager position within the Motoinsight Program Delivery Team will be instrumental in the continued growth and success of our Digital Retailing technology platform used by Automotive OEMs and Dealers. The Service Delivery Manager requires a self-driven approach with the ability to effectively collaborate and communicate across multi-functional teams including product, engineering, client operations, customer success, and support, in order to successfully deliver a premium digital experience, through a connected retail software platform. The ideal individual is a highly effective critical thinker who is a catalyst for positive change and continuous improvement and motivated by innovation and the challenge to build a service delivery center of excellence.

The primary responsibilities of the Service Delivery Manager are to:

-Lead, manage, and integrate the day-to-day execution of complex, multi-dimensional product feature delivery activities in accordance with prioritized platform work streams and contractual Statement of Work (SOW) requirements for OEMs.
-Ensure that platform and OEM work items are smoothly flowing through the established Kanban framework while mitigating risks around blockers (taking items from the ‘commitment point’ to the ‘delivery point’).
-Contribute to the success of the Program Delivery Team by facilitating and championing the change of continuous improvement activities leading to increasing delivery cadence, improving costs, and shortening the response to market demand. 
-Facilitate daily standups in order to motivate and drive the team, and help maintain a streamlined, obstacle-free workflow with a focus on delivery.
-Ensure that delivery processes are working towards providing an enhanced digital retailing platform experience and customer satisfaction.
-Takes full accountability over the outcome of the delivery success and invokes immediate action when risks or issues occur.
-Manage program governance through reporting service delivery capability data and DORA metrics (Deployment Frequency, Lead Time for Changes, Mean Time to Recovery, Change Failure Rate).
-Provide weekly data inputs to the Account Management team in order to relay OEM delivery item cadence health.

Key Relationships:

-Reports to the Director of Program Delivery. 
-Close collaboration with Product Managers/Directors, Engineering Leads/Directors, and Account Directors.

Skills & Experience:

-5+ years of lean delivery management experience in a SaaS environment.
-Strong Knowledge of release and delivery management and software quality principles.
-Prior experience in the automotive industry, e-commerce, or with a digital agency would be an asset but is not required.
-Extensive and proven experience with successfully delivering enterprise-scale web-based software build and implementation projects/programs in a fast-paced, collaborative environment.
-Extensive experience working collaboratively with Product Management, UX/design, and Engineering teams.
-Familiar with the common technology stacks used for web-based software products that can be delivered as a service.
-First-class leadership, influencing, and change management skills.
-Advanced leadership skills and the ability to motivate team members in a cross-functional environment.
-Expert proficiency in Lean Kanban delivery methodology.
-Strong proficiency in using MS Office, Google Apps, and Atlassian (JIRA, Confluence, Trello) products.
-Strong oral and written communication skills proven by presenting complex delivery plans to colleagues.
-Impeccable attention to detail and strong organizational skills are an absolute must.
-Self-starter that is comfortable working with minimal oversight.
-Ability to effectively collaborate across (virtual) teams, time zones, and cultures.
-Ability to work and be flexible among changing priorities and timelines.

Education & training:

-Bachelor’s degree in business, computer science, or related field preferred.
-Project management certification (PMP), change management certification (CCMP), or other formal project management training. 
-Kanban Management Professional (KMP) accreditation or higher.

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