OpportunitiesService Delivery Manager

Service Delivery Manager

Toronto, ON

Toronto, ON

Toronto, ON

Toronto, ON

Join AutoTrader and shape the future of automotive e-commerce. We are on a mission to reinvent the digital retail experience for automotive consumers. Come to Trader and join a diverse workforce, working with the latest tech to pave the way for innovation.

We are proud to have built an environment where everyone has an opportunity to be their creative best. A place where we value collaboration, curiosity, and excellence. A place, where we trust teams to work autonomously, make data-driven decisions, and become masters of their craft through numerous learning opportunities.

Sounds like something you would enjoy?

We are looking for a Service Delivery Manager for the largest automotive marketplace in Canada.

Key Areas of Responsibility:


  • 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 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 the entire workflow
  • Visualization of the flow of work through stages of knowledge-discovery
  • Visualization of all blocked Work Items
  • A 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:

  • Lead Time Distribution histogram
  • All work
  • By Work Item Type
  • By 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
  • 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 completion of work and removal of blockers
  • Facilitate the (weekly) Replenishment/Commitment meeting
  • Replenishment of WIP-limited system
  • Facilitate the (bi-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 (bi-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
  • Design & implement experiments for the improvement of system design

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 and Trello.

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 nationwide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.
  • Day 1 health benefits
  • Gym discounts
  • Local in-office free gyms
  • Employee and Family Assistance program
  • Weekly virtual wellness events

Learning allowance:

  • In addition to in-house training, we provide an annual allowance of $1500 so you can grow your skills.
  • Tuition allowance
  • Conferences & training budget
  • Regular internal training programs

Financial planning:

  • Let us help you invest in your future with a 3% matching towards your pension and multiple forms of income protection.
  • Competitive salary
  • Annual bonus structure
  • 3% CPP matching