ADP is hiring a Director, Service Delivery Are you looking to grow your careerin an agile, dynamicenvironment with plenty of opportunities to progress? Do you want to continuously learnthrough ongoing training, development, and mentorship opportunities? Are you looking to be yourselfin a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

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.

As Director, Service Delivery, you will plan and conduct the overall service delivery strategies to ensure effective 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. 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. 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. Previous experience leading Service delivery teams.

Ability to manage a team and develop leaders.

Bonus points for these: 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 assess team members' performance and provide motivational support. 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 backandgenerating a lasting, positive impactupon 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. Balance work and personal time. With operations around the world, exciting new networking opportunities abound.

Belongby joining one of ten Business Resource Groupstoconnect globally with networks and allies who share common interests and experiences.

📌 Director, Technology Services (Toronto)
🏢 Socket.dev
📍 Toronto