Ready for a Challenge?
Born in the Prairies, now part of a worldwide network, Skip is a tech company with an entrepreneurial spirit and the drive to be the best. We're a people-first, collaborative company with a fun, dynamic and innovative environment. Our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, grabbing some groceries or sunscreen, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.
About this role:
A Service Delivery Manager plays a critical role in ensuring the smooth and effective delivery of BPO services.
The Service Delivery Manager is responsible for working with the JET WFM, Training, QA and BI teams on forecast accuracy, any changes, modifications or improvements required. Additionally, they will be working with and owning relationships with internal Product/Tech teams plus our internal shared services teams. This role serves as an internal support for the Vendor Manager and CI.
The Service Delivery Manager will also liaise with the Markets (e.g. AU, CA, IE, UK, etc.) in requirements gathering, new process and policy changes, and ensuring that there is a change management and process change request (PCR) pipeline to surface, plan and implement these changes.
For clarity - 90% of the Service Delivery Manager’s role is focused on internal stakeholder support and follow through to achieve results via the BPO partner.
Location: Hybrid- 3 days a week from our Winnipeg or Toronto office & 2 days working from home
Reporting to: Head of Courier Operations
These are some of the key ingredients to the role:
- Strategic Alignment: Align BPO service delivery with overall business objectives and participate in medium-term (3-12 months) strategic planning.
- Stakeholder Management: Engage with senior internal stakeholders (Directors, VPs, QA, WFM, Project management team, training, HR, Product and tech, Data analysis team and finance ) to communicate business needs, ensure alignment, and report on progress.
- Cross-Functional Collaboration: Work closely with internal teams like Workforce Management (WFM), Quality Assurance (QA), and Tech to manage forecasting, operational tactics, and smooth feature integration.
- BPO Governance: Execute service agreements with the BPO partner to ensure mutual accountability, streamline workflows, and manage performance.
- Program & Project Management: Develop and drive new program initiatives and tactical projects from the roadmap phase through implementation.
- Continuous Improvement & Quality: Implement quality control processes and drive initiatives to improve CSAT, reduce costs, and enhance operational efficiency.
- Change Management: Coordinate the intake and implementation of all changes, including process updates and technology releases, to ensure smooth transitions.
-
Training & Development: Oversee training programs for both internal and BPO staff to equip them with the necessary skills and knowledge for new processes and policies.
What will you bring to the table?
- Requires effective communication skills to convey program requirements, influence stakeholders, and negotiate solutions.
- Requires the ability to innovate in program design, technology solutions, and service delivery strategies to improve customer experience and operational efficiency.
- Requires the ability to work cross-functionally to solve existing problems, and to think outside-of-the-box in challenging existing assumptions and identifying opportunities for continuous improvement both from internal cross-functional support stakeholders and external execution by the BPO.
- Liaises and works closely with a globally distributed cross-functional team, and supports 24/7 BPO and insourced operations across multiple geographical sites and time zones.
- May require periodic travel to either BPO locations and/or shared services locations for personal development, issue management, and/or planning meetings.
Why work at Skip?
Skip is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. Skip team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day.
That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.
SkipTheDishes is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.
In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist.
Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.
#LI-OF1