Lead, Delivery Optimization - Toronto, Canada - HTS Engineering - Heat Transfer Solutions

HTS Engineering - Heat Transfer Solutions

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary company of HTS and an innovative technology solutions and services provider with a strong focus on the HVAC manufacturer's representative industry.

With a variety of offerings including business intelligence software, help service support, and more, KORE delivers end-to-end solutions that empower our partners and clients to build their successful business.

At KORE, communication and collaboration is our top priority.

As a team member, you'll be working closely with all departments to develop our software, TRAX, and the infrastructure surrounding it.

We have a strong teamwork-oriented culture, meaning you're surrounded by resources who want you to succeed. Your contributions will also have a direct impact. You'll be providing meaningful change to the company and serve to enhance our processes.

Job mandate

Reporting to the CIO, Delivery Optimization Lead will lead the Service Delivery Process Management (SDPM) Center of Excellence (COE).

The Service Delivery Process Management (SDPM) capability at KORE is a collaborative approach to managing and improving service delivery processes at KORE, providing context for the leadership team, and laying the foundation for scalable transformation.

This capability will help position the business to prepare for and thrive through the service delivery commercialization changes ahead and ensure we can fully deliver our growth strategy and potential.

The SDPM CoE will facilitate the following:

Provide process architecture support
Define, manage, and implement governance.
Mature service delivery capability building across KORE by building process mindset.
Measuring capability growth via DPM maturity assessments.

The Delivery Optimization Lead is responsible for serving as the lead change agent for the development, implementation and maturation of service delivery process management throughout the KORE organization.

Responsibilities will specifically be focused on assessing process maturation and creating process improvement initiatives that create efficiencies and minimize operational risk.

Process improvement areas include but are not limited to Product development, Solution Design, QA, IT Operations, Client Services and IT Service Management.

This role is responsible for driving improvement with the cooperation of all departments who are impacted by the proposed changes.

Major Responsibilities:

Contributes to and helps mature the Service Delivery Process Management discipline as part of KORE's SDPM CoE maturity journey.
Identify the scope of work for service delivery process maturity through a discovery process including interviewing key personnel, documenting current processes, and identifying current challenges.
Develop and execute a strategic roadmap for operational excellence for service delivery process management.
Map "as is" and futurestate business/IT processes, analyze gaps, and provide recommended solutions.
Drive process improvement initiatives throughout the KORE organization focused on creating efficiencies and minimizing operational risk.
Resolve potential and actual cross functional issues that affect the process and the organization.
Lead & collaborate with crossfunctional teams to ensure current processes are maintained, new processes are documented & implemented & efficiencies are achieved.
Directs and maintains process repository & provides governance of process adoption.
Documents and inventories the delivery processes, including any related policies/procedures.
Document the process improvement changes with a focus on automation (where possible), risk identification and alignment to gating controls. Inventory process flow diagrams.
Define and implement the appropriate metrics/KPIs to measure process change effectiveness.
Work with teams to identify risks & benefits of process changes.
Provide handson support at all levels to ensure successful implementation of change initiatives.
Monitors the results of improvement projects and publishes audit reports

Working Conditions:

Hybrid of remote work and office setting

Office setting

Open, collaborative office space (may vary by location)
Fast paced environment with tight deadlines
Reliable access to personal transportation is a requirement

Minimum Required Technical Skills / Qualifications
Knowledge, Education, Training

IT related degree/diploma or equivalent in related field preferred
Certification in Lean, Six Sigma, or other process improvement methodology an asset
Experience with client onboarding and software deployments/implementations
Experience in implementing continuous improvement processes
Experience and knowledge of project management approach, tools, and phases of the project life cycle

Experience