Service director Jobs in Toronto, ON

OUR COMPANY BACKGROUND & CULTURE

UPP is the first pension plan of its kind in Ontario’s university sector, proudly serving over 41,000 members across five 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 (EDI&R). 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.

THE ROLE

As Associate Director, Service Delivery, you will lead the implementation and optimization of the Technology, Data, and Delivery team’s delivery model for providing services to its clients across UPP. Your primary responsibility will be to collaborate with Senior Directors and Directors and other leaders in Technology, Data and Delivery, to manage program and tactical Kanban boards, establish portfolio coordination, and drive efficiency through enhanced delivery practices.

Core outcomes to achieve with Senior Directors and Directors through coaching them and their teams to :

• Define and visualize workflows, actively manage items within those workflows, and continuously improve them to enhance efficiency and delivery outcomes.
• Actively manage workflows by controlling work-in-progress (WIP), avoiding work item backlogs, and ensuring work progresses without unnecessary delays, leveraging Service Level Expectations (SLEs) as benchmarks.
• Proactively identify and unblock stalled work to maintain consistent workflow momentum.
• Establish a culture of accountability and operational transparency across all levels of the delivery process.

In this role, you will influence senior stakeholders and teams, oversee Kanban systems and other related tools, and vendor management by managing contracts to ensure alignment with organizational needs. You will identify and deliver necessary delivery practice coaching programs to upskill the technology division, enhancing workflow management, improving predictability metrics, and fostering a culture of continuous improvement. Additionally, you will translate delivery practice achievements into compelling business value stories and actionable business insights for senior leadership. Over time, you may extend this delivery model to non-technical functions, such as legal and corporate finance, driving alignment and collaboration across the organization.

You will report to the Senior Director, Delivery Practice & Portfolio Reporting, and benefit from ongoing mentorship from seasoned leaders and best-in-industry Kanban coaches, fostering your professional growth with each project.

KEY ACCOUNTABILITIES

QUALIFICATIONS & EXPERIENCE

Nice-To-Have Skills :

ATTRIBUTES

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 :

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.

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