Service Model Transformation Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Model Transformation Manager based in Canada.** As a Service Model Transformation Manager, you will play a pivotal role in evolving and operationalizing a future-state service model within a complex, enterprise-wide transformation program. You will connect strategic objectives, customer experiences, product developments, and operational requirements to ensure that business teams are prepared for successful implementation. Working across multiple functions, you will identify service impacts, assess gaps, clarify dependencies, and translate evolving program decisions into actionable implementation plans. You will also establish governance mechanisms that strengthen accountability, clarify decision-making authority, and maintain alignment among key stakeholders. This senior individual contributor position offers the opportunity to influence business outcomes, facilitate strategic discussions, and drive meaningful organizational change without direct people-management responsibilities. Ideal for a highly analytical and collaborative professional, this role combines strategic thinking, operational execution, and stakeholder engagement in a flexible, remote-first environment. ### Accountabilities: - **Lead service model transformation:** Evolve and maintain the future-state service model as program scope, product design, customer journeys, and delivery priorities change. - **Assess operational impacts:** Evaluate how program decisions affect customer and advisor experiences, business capabilities, processes, roles, handoffs, technology, data, controls, training, communications, and organizational readiness. - **Identify gaps and operational requirements:** Analyze current-state and target-state processes to identify gaps, dependencies, risks, and decisions required to achieve the intended service model. - **Translate strategy into action:** Develop practical recommendations, define accountable owners, and establish prioritized action plans aligned with program milestones, business objectives, and implementation requirements. - **Coordinate multiple workstreams:** Manage concurrent priorities and deliverables, ensuring work is organized effectively and completed accurately within agreed timelines. - **Establish operating model governance:** Develop and facilitate governance frameworks that clarify decision rights, responsibilities, escalation procedures, stakeholder forums, and alignment checkpoints. - **Facilitate cross-functional collaboration:** Lead working sessions, bring together diverse perspectives, resolve ambiguity, and build consensus among business stakeholders without relying on formal authority. - **Manage stakeholder relationships:** Build trusted relationships across product, technology, operations, sales, service, and change management teams, adapting communication approaches to different audiences. - **Communicate strategic recommendations:** Present complex analyses, service impacts, risks, dependencies, and recommendations clearly to working teams, senior leaders, and executive stakeholders. - **Maintain decision traceability:** Ensure that program decisions, service model changes, operational requirements, governance outcomes, and approved implementation plans remain connected and documented. - **Drive implementation readiness:** Support communications, stakeholder engagement, change readiness, and adoption activities to help business teams implement and sustain the target-state service model. - **Develop and maintain key deliverables:** Produce and update service model documentation, service impact assessments, gap analyses, operationalization roadmaps, governance frameworks, and readiness materials for upcoming launches and future development phases. - **Monitor transformation progress:** Track deliverables against milestones, identify emerging risks, support timely decision-making, and ensure operational outcomes remain aligned with program objectives. - **Promote continuous improvement:** Adapt plans and recommendations as requirements evolve, helping the organization navigate an iterative delivery environment while maintaining clarity, accountability, and execution discipline. ### Requirements: - **Relevant professional experience:** Progressive experience at a manager or senior manager level in service model design, service transformation, operationalization, or complex business change within an evolving program environment. - **Business acumen:** Strong understanding of how strategic objectives, customer and advisor needs, operational capabilities, and program decisions interact within a complex organization. - **Strategic and analytical thinking:** Demonstrated ability to evaluate business impacts, identify operational gaps, assess dependencies, define requirements, and translate findings into practical implementation plans. - **Service transformation expertise:** Experience developing or evolving operating models, service delivery frameworks, customer journeys, or business processes to support organizational change. - **Cross-functional program delivery:** Proven ability to coordinate interdependent work across product, technology, operations, sales, service, and change management teams. - **Governance and decision-making:** Experience establishing accountability structures, clarifying decision rights, facilitating stakeholder alignment, and supporting effective escalation and resolution of complex issues. - **Stakeholder influence:** Strong relationship-management skills and the ability to influence decisions, negotiate priorities, and build consensus without direct reporting authority or formal people-management responsibilities. - **Communication and presentation:** Excellent written and verbal communication skills, including the ability to create executive-ready presentations, communicate complex concepts clearly, and deliver persuasive recommendations. - **Facilitation skills:** Ability to lead productive working sessions, encourage constructive discussion, synthesize different viewpoints, and guide stakeholders toward actionable outcomes. - **Organization and prioritization:** Exceptional time-management and organizational skills, with a demonstrated ability to manage multiple workstreams, balance competing demands, and deliver high-quality work within tight deadlines. - **Independent judgment:** Strong initiative, sound business judgment, and the ability to navigate ambiguity, anticipate risks, identify solutions, and escalate issues with clear recommendations. - **Adaptability:** Comfort working in an iterative program environment where priorities, requirements, and delivery decisions may change over time. - **Preferred industry experience:** Experience in retirement services, financial services, insurance, or another regulated industry is an asset. - **Enterprise perspective:** Ability to balance strategic thinking with hands-on operational execution, maintaining a customer-centric approach while considering enterprise-wide implications. - **Change readiness and adoption:** Familiarity with stakeholder communications, organizational readiness, implementation planning, and activities that support the sustainable adoption of new operating models. ### Benefits: - **Competitive annual salary:** CAD $70,500–$117,500, depending on qualifications, skills, experience, geographic location, and other role-related factors. - **Performance-based incentives:** Eligibility for incentive programs and compensation linked to individual and company performance. - **Comprehensive health benefits:** Access to customizable medical, dental, and vision coverage. - **Mental health support:** Resources and benefits designed to support psychological well-being. - **Insurance coverage:** Short-term and long-term disability insurance, life insurance, and accidental death and dismemberment coverage. - **Family-building support:** Benefits that may include adoption assistance, surrogacy support, and coverage for eligible non-emergency medical care. - **Employee and family assistance:** Access to programs designed to support employees and their families through personal and professional challenges. - **Retirement savings plans:** Access to retirement and pension programs, along with eligible savings and investment opportunities. - **Employee share ownership:** Participation in an international share ownership program with employer matching contributions, subject to eligibility. - **Paid time off:** A comprehensive paid leave program that includes public holidays, annual vacation, personal days, sick leave, and applicable statutory leaves. - **Flexible remote work:** A fully remote work arrangement based in Ontario, Canada. - **Learning and career development:** Access to educational resources, professional development opportunities, and support for long-term career growth. - **Inclusive work environment:** A culture that values employee well-being, diversity, accessibility, and equitable opportunities. - **Meaningful organizational impact:** The opportunity to influence enterprise transformation, improve service delivery, and help business teams successfully adopt evolving operating models. - **Collaborative global environment:** Opportunities to work with cross-functional stakeholders and contribute to initiatives that shape the future of customer and business services.