Service Model Transformation Manager
Jobgether
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.
$109k - $173k per year
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