Software International (SI) supplies technical talent to Fortune 100 / 500 / 1000 companies in Canada. Our client is global IT Services company and is seeking to add a Assistant VP to their Service Delivery team to help drive delivery, operations and improvement for core IT infrastructure teams.
Role : AVP - Service Delivery and Operations
Location : Greater Toronto Area
Type : Hybrid (2 / 3 days in office)
Salary : $180,000 - $220,000 / year + bonus + benefits + vacation + RRSP matching + opportunity for growth within company
Start Date : ASAP
Full Time Permanent
Job Summary :
Our client is seeking to add a Assistant VP to help manage and grow the Service Delivery and Operations teams that work with their large, global, end clients.
Job Description
We are seeking a highly motivated and experienced AVPr of Service Delivery to join our Operations team! The scope of the AVP, Service Delivery includes all customer and merchant assisted servicing, fraud operations, vendor supported servicing and workforce management.
On a day to day basis, the AVP Service Delivery must ensure service level adherence across all communication channels, geographies, languages, and products;
including the development of people, managing their performance and ensuring that the conditions for success are in place.
This also includes delivering the right outcome for our customers & merchants, upholding the Affirm brand, providing a positive employee experience and maximizing revenue while managing costs.
We are looking for a leader who has a strong analytical foundation supporting a rigorous operational & servicing mindset in conjunction with excellent collaboration skills.
A successful candidate will be comfortable leading a team in this fast paced dynamic environment. They will have demonstrated business focused culture-building leadership, an ability to provide well reasoned input into company strategy, and align with our customers while balancing a healthy level of risk with an economically efficient servicing ecosystem.
Reporting to the Vice President, System Delivery & Operations, the role will be responsible for facilitating and supporting the short and long term strategies for the Service Delivery and Operations teams, driving a roadmap of initiatives aligned to company goals and objectives and setting the strategy and course for the future growth and development of the team.
What you'll do
- Lead, influence, and own Service Delivery and Operations strategy, outcomes, and execution for the team.
- Establish and reinforce an analytical and data driven culture both within the team and across the company in partnership with Product, Analytics, Engineering and the broader business.
- Drive business growth by enabling tools and services that allow for more effective and efficient servicing of consumers and merchants.
- Partner closely with the Product, Engineering, and Analytics leaders and teams to create and align a Operations and Servicing strategy that supports our users, merchants, and company needs
- Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams
- Keep ahead of industry developments and apply best practices to areas of improvement
- Develop a high-performing team by defining talent needs, building a diverse team and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things and supported in working together to solve problems
- Identify and implement strategic changes in the team to generate efficiencies and drive better customer & merchant experiences while ensuring the teams adhere to regulatory and compliance requirements
What we look for
- 10+ years in Service Delivery or Operations leadership, preferably at B2B centric professional IT services companies
- Experience working with end clients across various industries such as finance, retail, telecom, logistics and others
- Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions
- Experience attracting, leading, and inspiring highly talented, diverse early and late career professionals across geographically distributed teams
- Proven experience of financial acumen related to servicing and operations cost and impact
- Experience in high-growth, technology driven companies, with financial services or regulated industries preferred.
- You're an advocate for the consumer and merchants across multiple dimensions, using multiple perspectives to guide effective communication with cross-functional stakeholders and executives
Screening questions
Required qualifications
How many years of work experience do you have with IT Service Management?
Ideal Answer : Minimum : 10
How many years of work experience do you have with IT Infrastructure Operations?
Ideal Answer : Minimum : 10
How many years of work experience do you have with IT Services?
Ideal Answer : Minimum : 10
Do you have experience working at large IT consulting firms such as the Big 4, CapGemini, TCS, CGI or others?
Ideal Answer : Yes
Do you have management experience with service delivery and operations teams that work with end clients ?
Ideal Answer : Yes
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