Director of Service Delivery

3 weeks ago

Winnipeg MB, Canada PLATO Full time

PLATO is Canada's only Indigenous-led, Indigenous staffed software testing services firm. We insist on working with quality people who share our passion for quality testing and have built a team of people who also believe quality is the most important deliverable. Our team of software testing specialists believes that better software leads to a better world.

We are committed to building strong communities - PLATO trains and employs members of First Nations, Metis, and Inuit communities across the country and strives to build a network of 1000 Indigenous software testers across Canada. PLATO has offices on or near Indigenous communities across Canada, in Fredericton, Sault Ste Marie, Ottawa/Gatineau, Regina, Prince Albert, Calgary, and Vancouver.

We are currently seeking a Director of Service Delivery. The successful applicant will contribute to the growth of the company by building a team and leveraging their existing network to help expand and support PLATO's mission.

Qualifications
  • A university degree or a college diploma in a related discipline
  • 10+ years in progressive IT experience with a minimum of 5 years' experience in Quality Assurance
  • 5+ years in a supervisory or management capacity
  • 5+ years of experience as a consultant or providing leadership to consultants is an asset
  • Management of Quality Assurance Testing projects
  • Experience building and maintaining strong customer relationships
  • Experience managing contract commitments
  • Proven Experience growing existing accounts
Responsibilities

The Director of Service Delivery will act as a regional leader to manage the delivery of all customer projects within the region and work with the Chief Delivery Officer and local Sales to grow PLATO opportunities and regional talent.

The regional Director of Service Delivery works closely with the other Service Delivery Leaders to ensure service delivery consistency and alignment under the guidance of the Chief Delivery Officer.

Overall responsibilities include:

  • Oversees the delivery of multiple projects/engagements within region
  • Assesses and manages service delivery issues, risks and changes as they arise, and is a point of escalation for customer project issues
  • Builds and maintains a strong customer relationship
  • Leverages their existing network of contacts to help our growth team find new opportunities within the region
  • Works with Service Delivery Managers to monitor customer satisfaction levels and takes corrective action to address concerns
  • Reports on and manages regional staffing levels, and fulfills requirements to maximize margins and metrics
  • Provides leadership to People Managers, Service Delivery Managers and PLATO employees
  • Provides mentorship to Service Delivery Managers and PLATO employees to providing a rewarding and growth minded working environment
  • Supporting the Development of the business, help to establish a regional presence and assist in acting on behalf of the company, within the region
  • Facilitate transparent and open communication and knowledge sharing
  • Provides technical expertise to contract negotiations and sales efforts with potential customers
  • Facilitates regular team and customer meetings to review progress, milestones and goals

Knowledge of:

  • Software testing fundamentals and best practice
  • Project management fundamentals and best practice
  • Behavioral skills
  • Flexible and self-motivated, with the ability to receive constructive feedback from all levels
  • Ability to multi-task (prioritize and execute) and work well under pressure to meet deadlines

Tasks:

  • Participate in hiring and firing decisions including the need to fulfill required tasks (ie. communication)
  • Decide on terms for offers to applicants, following the HR guidelines for vacation and existing salary intervals (exceptions must be approved by Chief Delivery Officer)
  • Conduct performance reviews and make recommendations for salary changes
  • Ensure Regional time reporting and invoice creation are on time and accurate
  • Approve vacations within company policy and ensure backfill to maximize revenue
  • Approve expense reimbursement within regional budget
  • Participate in RFP responses

At PLATO, we encourage our employees' personal career growth. We have plans in place to make sure that each employee is connected with a people manager to help guide them through their professional development, offer e-learning classes, and give our employees the opportunity to pursue software certifications for cutting-edge technologies.

PLATO respectfully acknowledges that our offices are located on treaty territories, unceded First Nations and Inuit territories, and part of Métis homelands. We honour their long history of welcoming many Nations to the beautiful Turtle Island and we actively work towards reconciliation between Métis, Inuit, and First Nation peoples and non-Indigenous people on this Land.

We contribute to proactive employment practices to promote inclusivity and diversity to those especially marginalized populations such as women, persons with disabilities, members of visible minorities, First Nations, Métis, and Inuit peoples, and all other groups protected under the Human Rights Code.

We are committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require accommodation during any aspect of the recruitment process and we will work with you to address your needs.

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