READY FOR A CHALLENGE?

Born in the Prairies, now part of a worldwide network, Skip is a tech company with an entrepreneurial spirit and the drive to be the best. We’re a people-first, collaborative company with a fun, dynamic and innovative environment. Our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, grabbing some groceries or sunscreen, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

ABOUT THIS ROLE:

A Service Delivery Manager plays a critical role in ensuring the smooth and effective delivery of BPO services.
The Service Delivery Manager is responsible for working with the JET WFM, Training, QA and BI teams on forecast accuracy, any changes, modifications or improvements required. Additionally, they will be working with and owning relationships with internal Product/Tech teams plus our internal shared services teams. This role serves as an internal support for the Vendor Manager and CI.
The Service Delivery Manager will also liaise with the Markets (e.g. AU, CA, IE, UK, etc.) in requirements gathering, new process and policy changes, and ensuring that there is a change management and process change request (PCR) pipeline to surface, plan and implement these changes.
For clarity - 90% of the Service Delivery Manager’s role is focused on internal stakeholder support and follow through to achieve results via the BPO partner.
Location: Hybrid- 3 days a week from our Winnipeg or Toronto office & 2 days working from home
Reporting to: Head of Courier Operations

THESE ARE SOME OF THE KEY INGREDIENTS TO THE ROLE:

• Strategic Alignment: Align BPO service delivery with overall business objectives and participate in medium-term (3-12 months) strategic planning.
• Stakeholder Management: Engage with senior internal stakeholders (Directors, VPs, QA, WFM, Project management team, training, HR, Product and tech, Data analysis team and finance ) to communicate business needs, ensure alignment, and report on progress.
• Cross-Functional Collaboration: Work closely with internal teams like Workforce Management (WFM), Quality Assurance (QA), and Tech to manage forecasting, operational tactics, and smooth feature integration.
• BPO Governance: Execute service agreements with the BPO partner to ensure mutual accountability, streamline workflows, and manage performance.
• Program & Project Management: Develop and drive new program initiatives and tactical projects from the roadmap phase through implementation.
• Continuous Improvement & Quality: Implement quality control processes and drive initiatives to improve CSAT, reduce costs, and enhance operational efficiency.
• Change Management: Coordinate the intake and implementation of all changes, including process updates and technology releases, to ensure smooth transitions.
• Training & Development: Oversee training programs for both internal and BPO staff to equip them with the necessary skills and knowledge for new processes and policies.