Vice President Service Excellence

2 months ago

Oakville, Canada Roth IAMS Full time

**Join Our Team as Vice President, Service Excellence at Roth IAMS**

Are you an experienced leader with a passion for delivering high-quality outcomes and driving operational excellence? Roth IAMS is a growing, industry-leading company specializing in integrated asset management and capital planning services across North America. These services include Facility Condition Assessments (FCAs), Accessibility Assessments, Structural Assessments, and Capital Asset Database Management. We provide our infrastructure assessment and capital planning expertise to various sectors, including higher education, K-12 schools, healthcare facilities, municipal and provincial governments, and more.

Reporting to the CEO, as Vice President of Service Excellence, you will lead the Service Excellence (SE) Team, which includes Practice Leaders and Discipline Leaders of our various service offerings, as well as a team of Technical Reviewers who play a crucial role in ensuring our client deliverables ( all client-facing reports) are of the highest quality. You are also responsible for managing the overall quality control and continuous improvement of the services/discipline/practice areas. Working closely with other departments like the Project Management Office and Operations you ensure a seamless, high-quality integration of project completion, deliverables and client experience.

As a member of the Senior Management Team, the Vice President Service Excellence also contributes to the successful operation of Roth IAMS and actively participates in the development of Roth IAMS's strategic priorities and objectives leading to overall company growth and financial success.

**Key Responsibilities**:

- Lead and manage the SE team, fostering collaboration and ensuring that all team members contribute to maintaining high standards of technical, grammatical, and presentation quality in our deliverables.
- Collaborate with senior leaders across functions, ensuring alignment with the company’s mission and core values.
- Develop and implement comprehensive quality management strategies and documentation to guide quality assurance, control, and improvement initiatives.
- Support the growth of Roth IAMS practices and service lines including Facility Condition Assessments, Accessibility Assessments, Structural Assessments and Data Management.
- Support Practice and Discipline Leaders by providing direction, setting goals, and facilitating their professional development.
- Ensure that all client deliverables meet or exceed expectations and manage communications and corrective actions with team members - Assessors and Project Managers - when challenges arise or deviations from processes and quality occur.
- Champion a culture of accountability and engagement around quality at all levels within the company.

**Qualifications**:

- Relevant college diploma or university degree in civil, structural, mechanical, or electrical engineering, or a building science specialization.
- Licensed Professional Engineer or Certified Engineering Technologist with 10-15 years of progressively responsible experience, including at least 5 years in management.
- Minimum 15 years of extensive experience in writing and reviewing condition assessment reports (facility, structural, building envelope, etc.).
- Strong understanding of Federal and Provincial building and fire codes.
- Demonstrated leadership ability, with strong interpersonal and technical writing skills.
- Strong ability to deliver presentations and other project related information (e.g. status, issues, and risks) to clients and/or senior management in concise and clear manner.
- Strong demonstratable technical writing and editing skills. Manage and/or adapt to our company report language, styles and formats.
- Excellent organizational and time management skills to ensure client deliverables (project reports) are on time and on budget.
- Ability to work effectively in a collaborative team environment and independently.
- Able to prioritize and focus team on appropriate tasks.
- Proficient with word MS Office and working knowledge of Internet tools.
- Strong interpersonal skills with ability to build effective working relationships, solicit co-operation and resolve conflicts
- Entrepreneurial spirit, solid judgment, and highly organized with excellent time management skills.
- Works well under pressure and meets deadlines

**What We Offer**:

- Competitive compensation package, bonus program, and RRSP matching.
- Comprehensive health benefits and generous vacation entitlement.
- Flexible hybrid work environment (3 days in-office per week).
- Summer hours and Christmas shutdown.

Please note that the description above is not a comprehensive listing of activities, duties or responsibilities that may be required of the employee and other duties, responsibilities and activities may be assigned or may be changed at any time with or without notice.

Roth IAMS is an equal opportunity employer. We celebrate di

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