Manager, Project Services

2 weeks ago

Vancouver, British Columbia, Canada BMC Networks Full time

How will you make an impact with BMC?


BMC Networks is looking for a Manager to lead our Project team This is an 18 month contract for a maternity/parental leave.

You will have the opportunity to jump into a fast-paced, ever-changing environment, managing the delivery of project services to BMC's clients and the work of Project team members.

This involves overseeing the planning and execution of IT projects, including the development and implementation of high-tech, secure cloud-based and on-premises technologies.

You will be leading individuals who, like you, are self-starters and problem-solvers with the ability to work under pressure and still find ways to laugh.


What will you do, day-to-day?


You will work in our beautiful downtown Vancouver office with the option to work at home on Tuesdays, Wednesdays, and Fridays after your onboarding.

There will be additional time spent in the office to onboard new technicians or go on client sites, as needed.


You will strive to meet strategic objectives by:

  • Managing the Project team's resources and pipeline,
  • Monitoring the progress, overseeing the finances, and ensuring the quality of all project work, and
  • Serving as an active member of the Management team.

You will have responsibilities in the following areas:

Leadership and people management:


The Manager will help foster a positive work environment by demonstrating and encouraging the practice of BMC's core values of Integrity, Service, Unity, Professionalism, and Fun.


The Manager will identify, communicate, and oversee the key project-related tasks that must occur to achieve BMC's mission to be the preeminent legal IT provider in Canada.

To this extent, you will oversee a team of direct reports, managing their day-to-day tasks, schedules, and performance.

You will meet with individual team members on a regular basis to review work, help identify potential issues, discuss areas for training, and plan career paths.

You will also conduct formal performance reviews twice a year. You will respond to time off requests, such as vacation and TOIL, and reviews and approves timesheets.

The Manager will provide direction and support to Project team members, from technical and client management perspectives. This may occur during business hours as well as after-hours when a project goes live.

You will strive to coach Project team members regularly and look for opportunities to improve processes and procedures on an ongoing basis.


The Manager will work with HR and the COO to recruit and fill vacant positions on the Project team, onboard and train new team members, and terminate team members, if needed.

You will also recommend salary and title changes for Project team members.

Project management:


The Manager will work with the Sales and vCIO teams to process signed projects or change orders, adding them to ConnectWise and Planner and keeping clients informed of the status.

You will work with Procurement to purchase hardware and software, and assign projects to Project team members for execution, while monitoring and distributing project workload to optimize client service.


In certain cases, work may fall outside a signed project scope and the Manager will work with the COO, vCIOs, and Client Services Managers to agree on such work and assign it to the appropriate Project team member.

You will also monitor the Support-Projects ConnectWise board to ensure ticket completion.


The Manager will participate in and lead some kick-off meetings for larger projects, and oversees the project progress, obtaining updates from Project team members on a regular basis during weekly Project team meetings.

Once a project is completed, you will participate in the project closure process, which currently involves a handoff meeting with the Support team.

The Manager will maintain project gauges, updating project labour estimates and reporting them to the Operations and Leadership teams. At month end, you will initiate, review, and approve client invoices.

Client management:


The Manager will ensure client satisfaction by requesting client feedback via PSAT surveys, and following up on any customer complaints, as well as neutral and negative survey responses.

You will also serve as escalation point for client issues or incidents resulting from project work.

Sales:


The Manager may participate in sales assessments or work with the COO and CEO to put together a technical solution and a labour estimate for sales prospects.

You may also conduct audits, as needed.


Internally, the Manager may prepare and/or review Statements of Work and change orders prepared by vCIOs, providing input in terms of scope and labour hours.


What will you bring to the team?


The Manager will have a bachelor's degree or diploma in a related discipline, 10 years' progressive experience in IT, and experience managing teams.

Previous experience working at a Managed Service Provider (MSP) will be considered a strong asset.

W

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