Service Delivery Manager (Kanban)

THE ROLE

As a Service Delivery Manager, you will play a crucial role in orchestrating an integrated delivery model for our Technology, Data, and Delivery team based on service orientation, value streams, and business agile delivery concepts. Your primary responsibility will be to streamline work by implementing a service orientation structure, model, & tools to better manage and measure the flow of work such that high value items are worked on first, work ambiguity is reduced, and it enables more predictable metrics on delivery efficiency. As a vital facilitator for delivery teams, you'll play a crucial role in coordinating and planning of key Kanban meetings at various levels such as Program (focusing on strategic alignment) and Tactical (targeting team operational efficiency). By implementing Jira and Confluence workflows & dashboards, you will streamline processes and foster a highly collaborative environment among cross-functional teams. Your efforts will significantly enhance collaboration and optimize delivery outcomes.

Your primary mission will be to enhance our service delivery, focusing on visualizing work, managing flow, and continuously improving delivery processes to ensure efficient and effective outcomes. You will leverage Kanban methodologies to prioritize high-value work, reduce work in progress (WIP) limits, and foster a culture of transparency and continuous improvement. Collaborating closely with cross-functional teams, you will drive the adoption of Kanban principles, enabling better predictability, throughput, and customer satisfaction.

You will report into Senior Director, Delivery Practice & Portfolio Reporting and continuously learn from seasoned leaders, fostering your professional growth with each project.

UPP is based in Toronto’s financial district and has a hybrid work model (~2 days / week in office).

KEY ACCOUNTABILITIES:

• Refine and manage a streamlined delivery model using agile and Kanban methodologies to enhance workflow efficiency and stakeholder value.
• Lead and foster a collaborative environment with business, portfolio leads, solution architects, and project teams, promoting Kanban principles and continuous delivery.
• Implement and refine Kanban systems for better work visibility and flow, using boards, WIP limits, and metrics to boost delivery efficiency.
• Serve as a key facilitator for delivery teams in cross-functional and Kanban planning meetings at program and tactical levels, using Kanban concepts and metrics for team alignment, value prioritization, and efficient delivery.
• Drive the effective implementation and use of Jira and Confluence to support Kanban workflows, ensuring project visibility and accurate delivery tracking.
• Identify and implement Kanban process improvements to increase efficiency, optimize and expose constraints, and improve delivery quality. Encourage a culture of ongoing enhancement in processes, tools, and workflows.
• Ensure delivery excellence by meeting or exceeding customer expectations, actively seeking feedback, and applying Kanban metrics for continuous quality improvement.

QUALIFICATIONS & EXPERIENCE:

• A Bachelor’s degree in a relevant field, with a minimum Kanban Management Professional (KMP) certification.
• 5+ years of proven experience in implementing and managing Kanban systems in technology or data-driven settings, with a strong grasp of Lean principles and Kanban practices.
• Deep knowledge of service delivery models, emphasizing continuous improvement and customer satisfaction.
• Exceptional facilitation, collaboration, and communication abilities, capable of engaging diverse teams and stakeholders effectively.
• Comprehensive understanding of project and portfolio management methodologies, including project lifecycle, risk management, and stakeholder communication.
• Skilled in using Jira and Confluence to support Kanban workflows, with a track record of customizing these tools for enhanced flow.
• Kanban Coaching Professional (KCP) certification is highly preferred.

Nice-To-Have Skills:

• Working knowledge of DevOps practices.
• Familiarity with flow metrics and predictability.
• Experience with Portfolio & Capacity Planning tools.

ATTRIBUTES: 

• Commitment to ensuring high levels of customer satisfaction through effective service delivery.
• A creative and skilled facilitator who can effectively work with cross-functional teams to achieve common goals.
• Strong verbal and written communication skills, ensuring clarity and understanding across all stakeholders.
• Enthusiastic about driving and sustaining a culture of excellence in delivery and continuous improvement.
• Able to thrive in a dynamic and evolving work environment, adapting to uncertainty, change, and challenges.
• Continuous learner who’s constantly looking to develop your skillset and improve processes.

PERSONALITY TRAITS:   

• Insatiably curious
• Highly organized
• Self-driven
• Humble
• Strong work ethic 
• Passion for learning
• Empathetic 
• Collaborative
• Authentic 
• Personable 
• Confident

LIFE AT UPP

Do work that matters.We are duty-bound to serve our members’ interests, and it’s a responsibility we don’t take lightly. That’s why we’ve ingrained sustainability in our work from day one—to ensure our members have a resilient future to retire into, both today and for generations to come.

Stronger together. Collaboration is how UPP was born, and it’s how we work with each other and our partners day in, day out. No one at UPP is just a number (even if they are excellent at math) and every win is a shared win.

Grow every day. You’ll have the opportunity to work on unique, once-in-a-career projects that maximize your skill set and probably teach you some new ones—at any stage in your career.

Prioritize wellness. At UPP, wellness takes many forms. Ultimately, it’s about ensuring our people are cared for in the ways that matter to them. Check out some highlights of our inclusive employee-focused benefits program including:

• Defined benefit pension plan
• Flexible hybrid work model
• Work from abroad up to eight weeks/year
• Comprehensive group benefits including medical, dental, vision etc.
• Extended paramedical and mental health service coverage
• Health care and lifestyle spending accounts
• Fertility treatments, paid parental leave, and gender affirmation coverage
• Education Assistance program

UPP enthusiastically welcomes applications from all qualified applicants and especially invites people with lived experience as an Indigenous person, a person with a disability or as a member of another Human Rights Code protected group that faces barriers to employment to apply. Our goal is to create a barrier-free experience for every candidate throughout the recruitment process, so if you require accommodation at any point during the process, please let us know so that we can make the appropriate arrangements.  It would be our honor to work with you to adapt our processes to ensure that you can meaningfully participate.