Service Delivery Manager (Internal Posting)
Service Delivery Manager (Internal Posting)
Posted on :
16-06-2025
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1 Vacancy
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Job Description
Title:Service Delivery Manager
Reporting to:Parth Pandya
Location:Toronto
Direct reports:Business Analysts ABCP SecureHub
The SDM reports to the Director of Service Delivery and is responsible for the companys day-to-day operating activities in the area of service delivery and account management including assistance in human resource management client service delivery engineering and development project management supporting the sales process where necessary and creating maintaining and enforcing company operating policies.
Responsibilities:
- Reports directly to the Director of Service Delivery
- Serve as the service delivery leader for all applicable accounts using the Asset Backed Commercial Paper (ABCP) capabilities of our SecureHub product
- Working with COO and PMO execute PMO standards across all applicable active software implementations primarily SecureHub
- Become a SecureHub application resident expert - for 25-50% of your time the SDM will directly interact and lead one or more major ongoing or existing implementations. This will include minimal project management activities and some business analysis activities
- Become ingrained in TAOs software development life cycle including an expert understanding of TAOs SDLC/DevOps Kanban usage and sprint planning process
- For the ABCP service delivery team lead and execute on the performance management process that measures and evaluates progress against goals and key performance indicators for the organization and each applicable team member
- Implement and maintain a culture of continual process improvement to drive higher employee and customer satisfaction
- Actively lead and support a positive proactive results-oriented working environment that peers and stakeholders regard as innovative and demonstrative of the firms values
- Identify potential roadblocks and risks to the implementation strategy
- Provide project team direction at key milestones throughout the entirety of each assigned project
- Escalation path for decisions and/or issue resolution not able to be made at the team level
- Ensure that all client SLAs and contractual requirements are met or exceeded
- Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
- Support the sales process and prospect client relationship management activities as required by the Director of Sales and Solution Engineering and the Head of Business Development
- In conjunction with the COO and CTO assist in the continual audit process and procedure improvement
- Working with the Systems Engineering team ensure that audit processes and procedures are being followed
- Where applicable lead additional training sessions and TAO Showcases for existing employees to ensure that the correct audit process is being adhered to
- Assisting HR and COO by tracking current BA employee utilization and assisting in forecasting current and future requirements (and potential growth which may include new hires) for a minimum of six months
- Assisting with coaching and developing new and existing BA hires
Minimum Requirements:
- 3 years experience as a Business Analyst
- Minimum six months with TAO Solutions.
- Demonstrated knowledge and expertise in leading & managing all aspects of client service delivery
- Excellent judgment strategic thinking time and stress management and problem-solving skills
- Sound knowledge of conflict management
- Detail-oriented with strong organization prioritization and decision-making skills
- Prior experience in a leadership positionis an asset
- Ability to analyze customer requirements and define these as a formal specification for software development
- Team leading ability shown by having led a team to work co-operatively with others continually reviewing objectives and priorities and accepting collective responsibility. Experience should include direct personnel management
- Strategic thinking demonstrated by an ability to maintain a broad overview of both technical and business challenges to achieve long-term goals whilst realizing short-term objectives
- Ability to communicate effectively orally and in writing at all levels and in a variety of styles and settings
- Influencing skills evidencing the ability to gain agreement or acceptance through influence persuasion or negotiation
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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