VP, Service Delivery
Numéro de poste vacant: 6012376707032025
Catégorie: Operations
Date de publication: July 18, 2025
Catégorie: Operations
Date de publication: July 18, 2025
Lieu de travail: Etobicoke, ON, CA
Automatic Data Processing, Inc. (“ADP”) is about people. Although ADP has a strong history of providing solutions for human resource challenges, the Company strives to do more than that. ADP is about anticipating, thinking forward and taking action in a way that empowers ADP to shape the changing world of work.
ADP is a comprehensive global provider of comprehensive cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics and compliance expertise. Leveraging 60 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source. With nearly $10 billion in revenues and about 570,000 clients, ADP is proud to be named to FORTUNE Magazine’s “World’s Most Admired Companies®” list for 12 consecutive years.
ADP Canada’s 2,200 Canadian associates are proud to support more than 35,000 businesses from coast to coast. ADP Canada employs more certified payroll professionals than any other organization in Canada. ADP is a world leader in people management systems and services. More than 650,000 organizations and 34-million people around the world look to ADP for the tools and information they need to get things done. That’s why ADP Canada invests each year in research and development. They’re not just building a new HR system – they’re building a better workforce.
ADP pays one in four Canadians in the private sector. Their clients gain the freedom to focus more of their human and financial resources on the areas that give their company a competitive edge.
THE POSITION
Reporting directly to the GM of Majors Nationals the VP, Service Delivery UP/NAS contributes to the achievement of the organizations’ strategic vision and goals by partnering with the division’s senior leadership team to identify, develop and implement business-unit wide service strategies and growth initiatives. These initiatives are designed to improve client experience and gain an enhanced competitive position in the market. Drives efforts inclusive of HCM service strategy and methodology that result in increased business efficiencies to enhance and optimize client experience, increase client retention, and achieve profitable growth via market expansion.
The VP Service Delivery has national responsibility for all client service delivery responsibilities and will lead a team encompassing a range of functions including, Client Success, National Accounts, Major Accounts and HR Outsourcing.
Critical to success in this role will be the incumbent’s superior client experience leadership maturity, communication and collaboration skills, in addition to his/her creative problem-solving ability, stakeholder management and pragmatic business orientation. The successful candidate will be an experienced, confident, and results oriented leader that will build credibility and followership across the organization through high trust relationships. A “strategic do-er”, who moves seamlessly from strategy to execution, the VP, Service Delivery possesses an enterprise mindset with proven ability to assimilate complex information, develop a strategy and lead teams that execute flawlessly.
SPECIFIC RESPONSIBILITIES
- Develop and implement the enterprise-wide service strategy for MAS/NAS.
- Lead a complex organization, manage conflicting priorities, resources, and business needs to deliver on required targets.
- Build and lead a diverse, virtual and global team of associates all collaborating and working together to create an exceptional customer experience.
- Drive structured communication strategies and goals that align with overall business objectives while helping to build associate commitment, connection to the organization, and overall engagement.
- Effectively build the service delivery talent pipeline by acquiring, identifying, coaching, and developing high potential leaders for ADP’s future growth.
- Be the driving force in leading the behaviors, work ethic and values of the ADP culture while implementing an agenda of service optimization that embraces process re-engineering, role clarity and accountability, global staffing and quality.
- Lead the Client Service organization through continued transformation, identifying opportunities for digitalization and business process improvement to deliver upon required business results, ensuring successful implementation of appropriate solutions.
- Ensure delivery of exemplary client service by ensuring an appropriate service model is in place, modifying accordingly as business needs evolve.
- Continue to refine departmental performance metrics and oversee delivery of key performance indicators including achieving quality service and client retention targets. Work closely with Finance to bring even greater emphasis on Productivity Metrics and Business Analysis.
- As a member of the MAS/NAS leadership team, participate in establishing business direction, market and growth opportunities; lead departmental initiatives and drive organizational change as appropriately.
- Partner within and across the function to drive business wide initiatives and strategies that deliver on set goals and yield results.
- Collaborates with the other VP’s in MAS/NAS to ensure a seamless experience for our clients.
- Work closely with the Implementation and Sales organization to ensure client needs are met. Assist sales with key prospect clients. Help with negotiation and review of sales commitments, price discounting, and implementation timeframes.
- Identify opportunities to maximize revenue and ensure effective expense management; manages sales expectations regarding service delivery capabilities etc.
- Proactively visit key ADP Canada clients and business partners and addresses escalated client service issues appropriately.
IDEAL CANDIDATE PROFILE
- The ideal candidate possesses a bachelor’s degree combined with 10-15+ years of comprehensive client experience leadership background gained in a fast paced and complex technology driven businesses of relevant size and scope, where they have been tested in challenging change management leadership mandates that required agility and resilience.
- A veteran of client experience and sales, he/she brings a proven background with escalation and campaign management and building client journey maps.
- An inspirational leader with a track record of building and/or optimizing a complex client experience function and leading complex transformational change in a systematic way (people, processes, tools and mindset change), he/she has experience overseeing diverse, and geographically dispersed teams across multiple locations.
- He/she will possess a deep understanding of the changing marketplace, industry dynamics and competitive landscape, with great intuition about the relationship between the emerging marketplace and the client’s needs in order to deliver innovative client success results.
- The ideal candidate is a strategic, results-driven leader who aligns strategy to the vision and ensures that the strategy is quickly implemented into reality. He/she understands what it takes to execute and will be comfortable leading and implementing a big picture strategy, with a strong focus on execution.
- With outstanding interpersonal, influencing and negotiation skills, the ideal candidate is highly skilled at establishing and maintaining effective working relationships – both internally and externally, and brings the gravitas, confidence and professionalism to lead in key client interactions.
- Organizationally astute, he/she leads successfully in matrixed environments, distilling complexity and navigating through change to build consensus, collaboration and agility across the business.
- A strong team builder, player, mentor and coach, he/she has proven experience turning disparate groups into cohesive teams and building a strong coaching culture. He/she brings the ability to attract, assess, build and retain top talent, supporting succession and building out a leadership development agenda.
- Emotionally intelligent, approachable and with a low ego, he/she possesses exceptional listening skills and is intuitively responsive to the needs of different stakeholders. In this respect, he/she is a values-driven leader with an innate ability to effectively inspire and work through others, putting the needs of the team ahead of their own.
- Authentic, self-aware and an energetic and engaging personality and communicator, he/she will be resilient and will be able to speak on the organization’s behalf, effectively promoting new concepts and strategies and gaining buy-in.
- Bilingualism (English and French) would be an asset.
ATTRACTION
- This is a compelling opportunity to join a high performing organization in a key high impact leadership role during a period of exciting change and transformation. Strong global career potential is available based on performance.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
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Pourquoi choisir ADP
EMPLOIS LES PLUS RÉCENTS:
Voici à quoi ressemble la vie chez ADP
N’est-ce pas ce qui compte, dans la vie? Trouver quelque chose qui est important pour vous et que vous aimez faire dans un endroit où vous vous sentez bien? ADP vous donne cette possibilité.
Voici ce que notre personnel dit.
“Il se passe beaucoup de choses chez ADP. Beaucoup de choses vraiment passionnantes. Nous menons à l’heure actuelle diverses actions transformationnelles. Nous sommes en train de passer d’une entreprise de paie traditionnelle à une entreprise de gestion du capital humain à grande échelle vraiment passionnante. Vous avez donc l’occasion de participer à plusieurs initiatives différentes qui présentent divers niveaux d’objectifs et de valeurs pour l’entreprise. Je suis tout simplement passionné par les occasions que nous avons de contribuer à quelque chose de grand, qui sera d’une grande importance pour nos clients et la vie des gens.”
Jay
Vice President, Global Talent and Development
ADP Service and Implementation Team Insights
[MUSIC PLAYING]
[DESCRIPTION]
Logo: ADP, Always Designing for People.
[MUSIC PLAYING]
[SPEECH: TARA]
Hi, my name is Tara. I'm an Implementation Specialist at ADP.
[SPEECH: ALISON]
My name is Alison. I'm a Client Support Consultant.
[SPEECH: DAVE]
Hi, my name is Dave. I'm the Senior Support Consultant here at ADP.
[DESCRIPTION]
Text: What do you love about working at ADP?
[SPEECH: ALISON]
I love working with the clients. I love when they say, you know, you made my life so much easier. Thank you.
[SPEECH: DAVE]
I have to say probably the snack cart at year-end. I get all the free food. But no, realistically, I come because of the people. I mean, it's honestly the people why I stay.
[SPEECH: TARA]
Welcoming the client, explaining to them how our process works over here at ADP.
[DESCRIPTION]
Text: Why did you choose a career in ADP Client Service?
[SPEECH: ALISON]
I was interviewed as a senior in college with ADP, so what really drew me was the reputation it had, and I knew that they were going to have an extensive training program.
[SPEECH: DAVE]
I was actually a referral. One of my friends happened to work here, and just trusting his judgment. He said the place was honestly great to work.
[SPEECH: TARA]
ADP just seemed that they had a lot of job opportunities and a lot of room for growth with a career.
[DESCRIPTION]
Text: What surprised you the most about ADP’s culture?
[SPEECH: DAVE]
Most definitely the people. It's the culture here. Anyone you interact with, everyone's friendly. I love going to work.
[SPEECH: TARA]
I learn something new every single day. I feel like as soon as I get comfortable, something else comes up, but it's great because we have awesome resources here.
[SPEECH: ALISON]
Actually, just servicing the clients, realizing that we're taking care of all of their business needs and payroll needs.
[SPEECH: DAVE]
That's what kind of brought me in, and definitely what makes me stay is just everyone I interact with, clients, people. Like, I enjoy coming to work.
[DESCRIPTION]
Text: Ready to reach your potential? Find out more at jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2020 ADP, LLC. All rights reserved.
ADP – Human Resource Career: Jay
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Logo: ADP, Always Designing for People.
Text: Jay, VP, Global Talent & Development
[SPEECH]
Hi, my name is Jay. I am a vice president of global talent solutions here on our Global Talent and Development team. And I've been with ADP for three years.
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[DESCRIPTION]
Text: What is meaningful about working in ADP HR?
[SPEECH]
Having the opportunity in HR organization to help our associates grow, help our associates develop, that's what's really meaningful for me. Make sure we have the right programs, processes, or resources available for people to really kind of fulfill their own potential here at ADP.
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[DESCRIPTION]
Text: How does ADP promote career development?
[SPEECH]
So to really help people develop here, I think it's about finding the right opportunities for them to really expose themselves to new situations, new types of people, new approaches, new kind of leadership opportunities. We try to find as much to kind of, you know, offer to people to get involved in things outside of their day to day role, potentially even just expanding their own day to day role to make sure they're there continuing to develop here.
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[DESCRIPTION]
Text: What does it take to be successful at ADP?
[SPEECH]
So someone I think that will be successful at ADP, at the end of the day, is a leader. So we're looking for people that are really driven, that are really passionate about the area they're applying to, the area they're getting involved in, and that they want to make a difference, right? So people that are excited about change, excited about creating change, working with other people that have the same level of inspiration and engagement, those are the most important aspects. So someone that wants to kind of do something bigger than just earn a paycheck at the end of the day and really drives sort of a greater purpose.
[MUSIC PLAYING]
[DESCRIPTION]
Text: Ready to make a difference? Find out more at jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2016-2020 ADP, LLC. All rights reserved.
Implementation Career: James
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Logo: ADP, Always Designing for People.
Text: James, Project Manager, Implementation
[SPEECH]
JAMES: My name is James. I am a project manager here at ADP.
[DESCRIPTION]
Text: What convinced you to join ADP?
[SPEECH]
What convinced me to join ADP was, as I was going through the interview process and speaking with different members of the leadership team, I was able to really identify that they were looking for future leaders within the company. They were looking for individuals that not only had leadership traits but also knew that there was a runway for them to move forward through and develop into.
[DESCRIPTION]
Text: What type of workplace flexibility has A.D.P. provided?
[SPEECH]
Something that I love about working here is that ADP has provided an amazing flexible working atmosphere. Monday, Tuesday, Wednesday, I come to the New Jersey office. And then Thursdays and Fridays, I go to the New York office. And it's fantastic. And then there's times when things come up, when emergencies happen, which happens with everyone, I'm able to work from home. So it's absolutely fantastic how flexible ADP has been with me and also with others.
[DESCRIPTION]
Text: How does A.D.P. encourage collaboration?
[SPEECH]
Coming from a former military career, team orientation is very important to me. And not only is this a very dynamic and fast-paced environment, but the team approach with everything that we do here is very solid and very strong, which is a great atmosphere to work in.
[MUSIC PLAYING]
[DESCRIPTION]
Text: Ready to optimize your career? Find out more at jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2020 ADP, LLC. All rights reserved.
ADP Sales – Why Come, Why Stay
[TEXT] ADP Voice of Sales: Why Come, Why Stay
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[JULIANNA, CENTRIC, DISTRICT MANAGER] My job first out of college was a sales job. I was definitely not given the right tools for success.
[ROMARR, ASSOCIATE SALES MANAGER] First job out of college, I did some consulting with my fraternity. Loved it. It was great. The pay wasn't exactly the greatest. And I wanted to come back to my hometown. ADP was just kind of a way to get back here, make a little bit more money. It was not supposed to be a be-all, end-all situation.
[CAT, VICE PRESIDENT, ADP] I actually worked for a competitor. So I had been in the industry for about five years before coming to ADP. And I had an acquaintance that worked for ADP. And she had gotten promoted, and reached out to me and said, I need you to come work for me. And I kind of laughed it off because I had been doing well working for my competitor.
[CHRISTOPHER, SALE EXECUTIVE, ADP] Graduated high school at 18. Immediately joined the Air Force, where I spent four years. I joined the Air National Guard, did another six years there. And then subsequently became a police officer. My career kind of got cut short there, so I took some time off. I went to school full-time in my 30s. And then ultimately took a job with ADP.
[LAUREN, SALES EXECUTIVE, ADP] I'd worked in the start-up space for a while. So I had some sales experience, but never with an established company.
[JULIANNA] I was just looking on LinkedIn, and I saw the opening for ADP Outside Sales. And I was like, you know what? I'm just going to do it. And I am so, so thankful that I took that plunge.
[ROMARR] I just fell in love with the atmosphere. Coming from an athletic background, the sales environment and the culture that's built at ADP, it motivates you to always want to win. There is always an opportunity for you to be coached to be better. That's what's kept me, now going into my sixth year.
[CAT] I love payroll. I love HCM. And for me, to work for the best of the best, work for the culture that is ADP, it was literally a no-brainer.
[CHRISTOPHER] When I initially got hired by ADP, I had wanted to get into sales previously. And to find an entry-level position in sales that was going to give you all the tools that you needed with really competitive compensation, ADP was it. I didn't know much about ADP at the time, but I found out quickly, within my first few weeks, that the culture was magnificent. The people were just unbelievable. The training program was second-to-none. They really set you up for success from day one.
[LAUREN] Sometimes I'm asked, why have you stayed at ADP so long? I firmly believe that the grass is greener where you water it. And I think that ADP has provided me a safe space to be able to cultivate my career, be able to grow, be able to push myself and challenge myself. And for anyone that's looking to start their sales career, I would absolutely recommend working at ADP.
[MUSIC PLAYING]
[TEXT] Ready to #MakeYourMark in ADP Sales? Visit adp.com/careers
[LOGO] ADP, Always Designing for People.
ADP Presents: The Art of Better.
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[DESCRIPTION: Martha Bird speaks. ]
No matter where you are and no matter what time period you're from, we value being part of a community. We want to be close to friends and family. We seek meaning for ourselves as individuals, where we can be acknowledged and recognized.
[DESCRIPTION: Martha walks through an office. ]
My name is Martha Bird. I'm a cultural anthropologist. And I worked for ADP.
[DESCRIPTION: Exterior view of ADP headquarters. ]
I look for patterns. I study beliefs, routines, aspirations, and behaviors to inform the digital tools we're building at ADP.
[DESCRIPTION: Martha views papers under lamplight]
I often look at new technologies in reference to what is the human need behind that.
[DESCRIPTION: Martha stands in a server room. ]
You have the assembly line. You can imagine in the '50s, people had to work at a stationary terminal. And then you get into the PC in the '80s. And now you have the mobile phone. And people can kind of work anywhere.
ADP as a company is really aware of the importance of having a human perspective on technology. And that's one of the reasons I'm here, is to try to surface what it is that people actually need in the tools that they use.
[DESCRIPTION: Martha converses with a colleague in a cubicle. ]
I spend a lot of time deeply hanging out with people. I do a lot of asking questions that seem straightforward to people who are insiders.
[DESCRIPTION: Martha works with a colleague. ]
I'm able to bring together human insights and observations that, when applied, can impact one in six workers in the US.
[DESCRIPTION: Various floors of the office are viewed. ]
When employees work on teams where they feel that they are respected, they have a tendency to produce more. So I think companies understand that in order to create greater productivity, you have to really work on some of these levers of engagement.
At ADP, I feel really supported on a number of levels. I think the company has used all of the factors that conspire to actually make a more productive workforce. I have a great team that respects my opinion. It's about being authentic. It's about being open to diversity and different perspectives. I get to wake up every day and do exactly what I love doing, just really spending time with people, understanding people. It's about tending to other people and tending to yourself.
[DESCRIPTION: Martha smiles as she glances around the office. Logo: T Brand Studio]
ADP - Corporate Careers: Scott
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[DESCRIPTION]
Logo: ADP, Always Designing for People.
Text: Scott, VP, Finance Strategy
[SPEECH]
Hi, I'm Scott. I'm a VP in Finance Strategy here at ADP. I've been here for two years.
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[DESCRIPTION]
Text: What is your favorite part of your role?
[SPEECH]
My favorite thing about working here is just the opportunity. And so in my current role-- it's a fairly new role and I get to shape what it is. I get this brand new opportunity to create the finance strategy of the company. And so having that blank sheet of paper and filling it in with what the finance strategy might look like, that's phenomenally exciting.
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[DESCRIPTION]
Text: Why do you stay @ ADP?
[SPEECH]
The reason I stay at ADP and the reason I see a future in ADP is just the career progression. And so one of the things I've found in ADP is you've got people with significant tenure, 20, 25 years of tenure. But within that 25 years, they’ve done 6, 8, 10 different jobs. And so career mobility is big at ADP. And in other companies, as people have moved sideways, it's viewed as a bad thing that you've moved sideways. Here, it's encouraged to get exposure, too. So for myself, I was in the field. And now I'm being exposed to corporate. And then obviously, global is another thing for me to get exposure to. So that's really why I stayed.
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[DESCRIPTION]
Text: What would you tell someone looking to apply to ADP?
[SPEECH]
So to somebody looking outside into ADP, what they really need to know is it's not a payroll company. And I definitely had that perception when I came in. And it's only really once you get inside it that you realize there's so many different facets to ADP. And it wasn't until I really dug into the role and the company that I realized that it was more than payroll. It was a pretty sophisticated technology company that was global in reach.
[MUSIC PLAYING]
[DESCRIPTION]
Text: Ready to drive your career? Find out more @ jobs.adp.com.
Logo: ADP, Always Designing for People.
Text: ADP, the ADP logo, and Always Designing for People are trademarks of ADP, LLC. Copyright © 2016-2020 ADP, LLC. All rights reserved.
