Director of Program Delivery
Location
Montréal, QC | Canada
Job description
The Director of Program Delivery plays a key strategic role in leading and orchestrating the seamless execution of customer implementation programs, and the successful onboarding of our features for new and existing customers while fostering collaboration with internal teams, contractors, partners, and customers.
As a pivotal member of our leadership team, you will be instrumental in assembling and nurturing a team of exceptionally talented professionals specializing in program and project management, consulting, implementation, onboarding, along with product expertise. Your responsibilities encompass guiding the team through the entire program lifecycle, from pre-sale hand-off & discovery to delivery, managing delivery partnerships and successful onboarding. Embracing an agile mindset, you will take the lead in shaping and enhancing our methodology to ensure optimal success throughout each phase of the process.
Responsibilities & Duties:
- Provide strategic leadership, direction and support to the implementation and onboarding team, including Consultants, Onboarding Specialists, and Program Managers.
- Foster and enhance relationships with key stakeholders across our business and our customers. A hands on approach will be required to deepen a strong relationship with our customers
- As partners are an integral part of our implementation strategy, you will spearhead the strategy and tactics to support the collaboration with our partners.
- Build and Support a successful team by providing coaching, training, and career paths & development.
- Participate in the scoping, contracting, and negotiating of our program implementation contracts. As the Representative of the Delivery team, you will be responsible to ensure our commercial agreements cover the needs of both our customers and our internal teams.
- Refine and improve our customer program delivery methodology.
- Maintain and employ knowledge of industry best practices.
- Identify areas of operational, change, and process improvements and set priorities for the team using OKRs (Objectives and Key Results).
- Spearhead the creation of delivery playbooks that include toolkits, assets, and coaching on the full customer onboarding journey from pre-sales to post go-live hypercare.
- Participate actively in the creation and finalization of customer contracts, reviewing scope, timelines, and terms.
- Provide Project Governance in terms of invoicing, scope management, and profitability.
Ideal track-record and competence:
- Minimum 5 years leading teams in professional services or IT implementation
- Minimum 5 years hands on managing large scale IT projects in Enterprise environments.
- Experience in building and transforming professional services & implementation teams.
- Experience with Jira and other Atlassian tools.
- Experience with Salesforce is considered an asset.
- Prior experience in the Travel and Tourism industry is considered as asset.
Requirements:
Job tags
Salary
