Manager, Client Delivery

5 months ago

Toronto, Canada reSolved Full time

**About reSolved**

**We partner with organizations that do good, so they can be better. Because we believe there is always a better way. **Our clients have a clear purpose and vision. They are the leaders, innovators, allies, and dynamos solving society’s complex challenges and making the world a better place. reSolved is the silent partner that helps purpose-driven organizations succeed. We empower our clients to deliver greater impact now and into the future, by making their technology work for them and bringing their people, processes, and meaningful results into focus. We give our clients the tools and knowledge to do what they do, better and more efficiently. Our team has implemented best-in-class technologies for some of the largest, high profile philanthropic organizations, multinational corporations, government agencies, and research institutions, bringing decades of deep knowledge and expertise to help them create lasting change in 100 countries using solutions in 12 languages throughout the United States, Europe, Asia, and Canada.

We have grown quickly in the last three years and now have people in Canada, the US, India, and Europe, with office locations in Toronto and Ireland. If you love solving problems and you thrive in diverse teams and developing solutions to complex challenges, this is a great role for you You can learn more about our culture, values, and clients here.

We are looking for a **Client Delivery Manager **to join our rapidly expanding team.

As a **Client Delivery Manager,** your primary role is to oversee, lead, and coach a team of Team Leads to build strong and trusted relationships with our clients. You are responsible for collaborating with cross functional teams to ensure successful project implementations. You will maintain a deep understanding of both technology and business processes. Success is function of delivering projects on time and on budget with high client satisfaction, while developing leadership capabilities of your direct reports.

**Responsibilities**:

- Establish processes and procedures to ensure team members are equipped with the proper information and resources to be successful.
- Lead and scale teams of Team Leads by developing strategies and providing the necessary resources to work towards their individual growth and providing guidance and support throughout the project lifecycle.
- Become a product expert, with strong understanding in configurations and data import.
- Support and coach Team Leads on HR issues, developing staff and recognizing potential new leaders.
- Approve staff goals based on alignment to company strategic directions for both Team Leads and Developers under portfolio.
- Facilitate performance reviews and monitor goals and performance for both Team Leads and Developers under portfolio.
- Monitor resourcing and capacity, ensuring assignments are balanced across the portfolio**.**:

- Ensure time logs for all staff in portfolio are accurate and entered on time.
- Review and approval of contractual documents of assigned projects including Statement of Work (SOW), Project Change Request (PCR) and Request for Services (RFS).
- Liaison with partners including SmartSimple sales team and account managers to foster communication and collaboration.
- Approval of Project Status Report (PCR) with escalation to Head of Client Delivery as needed.
- Awareness of project estimates and status of project scope and timelines.
- Participate in cross-team initiatives to help keep the team informed and share knowledge while aligning processes, team, and strategic goals.
- Foster collaboration, positive team environment and staff engagement.
- Ensure the team adheres to established best practices in management and leadership.
- Identify and recommend strategies to address technical and other project risks and escalate to the Head of Client Delivery on a per case basis.
- Collaborate with technical and business Management to streamline and standardize project processes.
- Management of multiple complex SmartSimple implementation or other SaaS projects at an enterprise level, serving as a first point of client escalations.
- Develop and nurture strong, long-term relationships with clients and facilitate the discussion of risks, concerns, and escalations.
- Maintain in-depth understanding of reSolved’s solution stack including SmartSimple.

**What you bring**

**Education and Experiences**:

- Bachelor’s degree in STEM field.
- 3 to 6 years of supervisory or project management experience is an asset.
- 3+ years of SaaS industry experience.

**Qualifications**:

- Has a detailed understanding of the relevant SmartSimple system regulations and standards and other Saas products to effectively communicate with both technical and non-technical stakeholders.
- Knowledge and ability to set the project life cycle standards required and to lead compliance initiatives to ensure that all aspects of the work are completed in line with SmartSimple project ris

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