Director, Service Delivery

ADP; Toronto; On-site; CAD 144,600 - 194,600; Full time

Benefits offered by this job

Medical, Dental, Vision

Matched Retirement Savings

Wellness Program

Paid Holidays

Job summary

ADP is seeking a Director, Service Delivery to oversee the operations of a large, high-growth business in Canada. You will guide multiple teams to deliver efficient, client-centric services while partnering with senior leadership to execute strategic plans.

The role emphasizes market leadership, people development, and strong client relationships, with a compensation range reflecting Ontario/BC markets and benefits including health, retirement, and wellness programs.

Qualifications

• Experience leading service delivery teams and driving client-focused outcomes.
• Proven ability to manage multiple stakeholders and strategic initiatives.
• Strong communication and collaboration across levels and functions.

Responsibilities

• Lead and guide service delivery operations for major upmarket clients.
• Drive organizational planning to support rapid growth and client engagement.
• Develop leaders through succession planning and performance management.

Skills

Client relationship management

NPS targets

People leadership

Education

MBA or advanced degree

Job description

ADP is hiring a Director, Service Delivery

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?


• Do you want to continuously learn through ongoing training, development, and mentorship opportunities?


• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

As Director, Service Delivery, you’ll leverage your Customer Service, Strategy and leadership expertise to guide multiple teams, ensuring efficient service delivery operations and an overall productive and enjoyable working environment for employees.

The Director, Service Delivery, runs the operations of one of our largest, highest growth, highest profit, highest revenue businesses in ADP Canada. They are responsible for supporting the business growth, executing the strategic plan, and delivering optimal service to our Majors Upmarket Clients.

Working cohesively with peers cross functionally, the incumbent will drive both success and expansion through efficiency and quality improvements. inter-departmental integration as well as associate retention and development. As Director, Service Delivery, you will plan and conduct the overall service delivery strategies to ensure efficient and effective delivery of customer centric care to the client base. The incumbent partners with the Director of Client Success to drive integrated strategies that optimize customer value by establishing key relationships across the customer organization.

To learn more about careers in Client Service at ADP,

What you’ll do: Responsibilities

What You Can Expect On a Typical Day

Market Leadership

• Manage client practitioner relationships to ensure strategic matters are addressed and resolved in a timely manner.


• Responsible for achieving NPS, internal quality, and client retention targets.


• Participate in organizational planning to support new clients, and ensure organizational protocols and preparedness is in place to support rapid growth while fostering strong client and associate engagement/satisfaction and retention.

People Leadership

• Lead and inspire the organization in human resource management activities including maintenance of proper staffing levels, staffing resources optimization, attainment of individual and team goals, overall alignment with performance management requirements, goals and rewards systems, employee relations, mentoring, and talent/career development.


• Establish clearly defined individual performance goals and objectives; communicates these to team members through meetings and performance planning and review sessions; provide periodic performance feedback and conducts annual performance reviews on all team members.


• Develop leaders of the future through succession planning and talent assessment.


• Evaluate direct reports on performance and complete annual performance appraisals.

Business Leadership

• Provide leadership skills that support the organizational and strategic goals by effective and frequent communication.


• Serve as a resource for other team members, based on a strong working knowledge of team's responsibilities and goals.


• Manage strategic relationships with key stakeholders and effectively handle escalated matters and work with internal and external parties to bring issues to resolution.


• Proactively plan for YE preparedness and execution.

TO SUCCEED IN THIS ROLE: Requirements

• Previous experience leading Service delivery teams.


• At least 8 years of experience.


• At least 5 years of people leadership experience.


• Ability to manage a team and develop leaders.

Bonus points for these: Preferred Qualifications

• MBA or advanced degree.


• Consulting experience.


• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing.


• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions.


• Ability to work and thrive in a team environment, focused on achieving results.


• Ability to assess team members' performance and provide motivational support.


• Ability to work both independently and as part of a team.


• Strong client relationship building skills.

You’ll Love Working Here Because You Can

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being because healthy associates are happy ones.


• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.


• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.


• Problem-solve. Shape the future of work with people you like.


• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.


• Go Global. With operations around the world, exciting new networking opportunities abound.


• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

Jobs.adp.ca

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is CAD $144,600.00 - CAD $194,600.00 / Year*

• Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

In Ontario and/or British Columbia (where applicable), the range shown represents the expected total compensation, including vacation pay and bonus at target. Although bonus has been calculated as part of the expected annual compensation for this role, bonus pay is based on several factors, including but not limited to business performance, individual annual performance and company guidelines.

This job posting is for an existing job vacancy.

The company uses an artificial intelligence tool during the initial pre-screening process.

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.