Assistant VP - Service Delivery And Operations

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 : $180000 $220000/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 culturebuilding 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 youll 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 highperforming 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 facedpaced environment with constant change and a rapidly growing team; is able to make measured objective datadriven 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 highgrowth technology driven companies with financial services or regulated industries preferred.
• Youre an advocate for the consumer and merchants across multiple dimensions using multiple perspectives to guide effective communication with crossfunctional 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

Remote Work :

No