Director, Service Delivery

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.

Ready to #Make Your Mark ?

To learn more about careers in Client Service at ADP, visit:

• 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.

• 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.

• 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.

• 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.

• 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…