Director, Service Delivery

Job Description

Director, Service Delivery | ADP

The Tone:
This is a full-time, hybrid role at ADP Canada. ADP is a global leader in human capital management solutions, and this role focuses on a high-growth, high-profit business segment. This position is critical for leading service delivery operations, ensuring strategic plan execution and optimal client service for Majors Upmarket Clients. The role also emphasizes a commitment to continuous learning, career progression, and a culture that values equity, inclusion, and belonging.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid – Canada

• Team: Guides multiple teams within ADP Canada’s Majors Upmarket Client service delivery
• Mission: Runs the operations of a high-growth business, ensuring efficient service delivery and optimal support for Majors Upmarket Clients while supporting business growth and executing strategic plans.

What You’ll Actually Do
• Market Leadership: Manage client practitioner relationships to address strategic matters, achieve NPS, internal quality, and client retention targets, and support organizational planning for rapid growth.
• People Leadership: Lead human resource management activities, including staffing, goal attainment, performance management, employee relations, mentoring, and talent development for multiple teams.
• Business Leadership: Provide leadership that supports organizational and strategic goals through effective communication, manage strategic stakeholder relationships, and handle escalated matters to resolution.
• Service Delivery Strategy: Plan and conduct overall service delivery strategies to ensure efficient and effective delivery of customer-centric care to the client base.
• Customer Value Optimization: Partner with the Director of Client Success to drive integrated strategies that optimize customer value by establishing key relationships across the customer organization.

The Must-Haves
• Background: Director-level role requiring expertise in Customer Service, Strategy, and leadership within a service delivery context.
• Experience: At least 8 years of overall experience, with a minimum of 5 years in people leadership. Must have previous experience leading service delivery teams.
• Skills: Ability to communicate effectively to all levels of internal and external contacts verbally and in writing; excellent collaboration, organizational, time management, and problem-solving skills; strong client relationship building skills; ability to manage a team and develop leaders.
• Bonus: MBA or advanced degree; consulting experience.