Service Delivery Manager

at  University Pension Plan

ABOUT UPP

UPP is the first pension plan of its kind in Ontario’s university sector, proudly serving over 40,000 members across four universities and fourteen sector organizations. Our purpose is to bring greater retirement peace of mind to the university sector by investing with integrity and serving members with care. As a sector-wide plan designed for growth, our doors are open to all Ontario universities.
Together, we’re a team of progressive thinkers and agile doers operating within a fast-paced culture of collaboration and respect. We believe in bringing smart and capable people together to create, solve and grow with a clear shared vision and values of integrity, inclusivity, ingenuity, and impact.
Our culture is intentionally welcoming and purposefully rooted in equity, diversity, inclusion, and reconciliation (EDIR). We believe diverse teams, perspectives, and lived experiences contribute to better decisions and a better workplace.
As a long-term investor, we recognize that environmental, social and governance (“ESG”) factors support risk management and value creation. As stated in our Responsible Investing Policy, we are committed to incorporating ESG considerations into our investment management activities and we collaborate with other industry participants in the promotion of a sustainable economy and society.
Join us in building a bright future for our members, our organization, and each other.

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.

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).