Application Deadline: 15 October 2025

Department: Professional Services (HR, Finance, IT, Marketing)

Location: Home Canada

Compensation: $74,500 - $111,800 / year

Description Our Story Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America , we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

Key Responsibilities Reporting to the Service Operations Manager, this role focuses on the day-to-day team and service performance, ensuring operational consistency, issue resolution, and serving as a critical link between frontline operations and management. The Service Operations Lead is responsible for the effective management and high-quality performance of the operational support teams.

This role provides leadership and support to the Operations Support Leaders in their daily responsibilities, ensuring that the global team operates in a collaborative and consistent manner. The Service Operations Lead must ensure that all Service Operations processes and procedures are adhered to and that teams deliver against their objectives and KPIs.

You will support the Operational Support Leads with Problem Management activities and work to drive continuous improvement initiatives and implement best practices across the team.

The Service Operations Lead will provide support during major incidents when required, particularly in situations that are complex or challenging, ensuring swift resolution and minimal impact on service.

Team Leadership and Support

• Provide leadership and day-to-day guidance to Operations Support Leaders, fostering collaboration and consistency across the global team.
• Support team members in meeting objectives and delivering high-quality performance.
• Act as a liaison between frontline day to day operations and management, ensuring effective communication and alignment of priorities.
• Collaborate with cross-functional teams to resolve escalations and improve service delivery.

Operational Management

• Oversee and manage the performance of operational support teams to ensure they meet SLAs and KPIs.
• Ensure operational processes and procedures are consistently followed and aligned with Service Operations standards.

Incident and Problem Management

• Support major incident resolution, particularly in complex or challenging situations, to minimise service impact.
• Collaborate on Problem Management activities, supporting the drive for root cause analysis and implementing corrective actions to prevent recurrence.

Automation and Efficiency

• Support the teams to help identify opportunities to reduce manual overheads within the team by promoting and implementing automation solutions.

Continuous Improvement

• Identify opportunities for process improvements and efficiencies within operational workflows.
• Lead initiatives to implement best practices and drive a culture of continual improvement across the team.

Performance Monitoring and Reporting

• Monitor service and team performance metrics, identifying trends, areas for improvement, and successes.
• Provide reports and updates on team and service performance to the Service Operations Manager.

Service Planning and Coordination

• Ensure adequate staffing and effective shift planning to meet service requirements, including seamless regional handoffs in a global model.
• Support workforce management and contribute to long-term service planning and resource allocation.

Process Adherence and Compliance

• Ensure teams comply with operational policies, procedures, and standards.
• Drive adherence to governance frameworks and quality assurance measures.

Stakeholder Engagement

• Build and maintain strong relationships with stakeholders to ensure alignment and support for operational goals.
• Act as a point of escalation for stakeholder concerns related to operational issues.

Knowledge Sharing and Training

• Promote knowledge sharing and best practices within the team to enhance skills and service consistency.
• Identify training needs and coordinate development programs for team members.

Skills, knowledge & expertise

• Experience of working in a service-aligned model, with experience managing and coordinating across specialised service teams to ensure seamless delivery and customer satisfaction.
• Proven track record of leading teams with adherence to process improvements and automation in a service environment.
• Demonstrates the ability to lead and motivate diverse, global teams within a service-aligned structure, fostering collaboration and achieving high performance.
• Excels in clear, concise communication and promotes collaboration across global teams and organisational levels.
• Thrives in a fast-paced, service-aligned environment, effectively balancing competing priorities and maintaining composure during service disruptions.
• Strong understanding of customer service principles and practices, with an emphasis on problem solving.
• Exceptional leadership and people management skills.
• Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
• Excellent conflict management skills.
• Strategic thinker with strong analytical and problem-solving skills.

Ideally, have experience working with service management accreditations such as ISO20000 or similar, demonstrating a solid understanding of service management frameworks and best practices to drive operational excellence

Soft Skills

• Have the ability to inspire, motivate and guide a team to achieve their goals.
• Have excellent communication and interpersonal skills.
• Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner.
• Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.
• A strong focus on customer satisfaction, recognise their needs and ensure communication to meet/or exceed these.
• Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.

Benefits Benefits At Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
• Paid holidays.
• Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.

Diversity and Inclusion Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.