Senior Manager, Technical Delivery

5 days ago

Mississauga, Ontario, Canada PointClickCare Full time

Job Summary

PointClickCare is seeking a highly experienced Senior Manager, Technical Delivery to lead our cross-functional team of application engineers, business analysts, and test engineers in delivering high-quality solutions that meet our business objectives and exceed customer expectations.

Key Responsibilities:

  • Deliver key value to our business partners through on-time and on-budget delivery, consistently exceeding or meeting targets, while developing solutions that create efficiencies for the enterprise.
  • Drive team results by leading and guiding the day-to-day team activities, supporting and unblocking the team to successfully resolve incidents, deliver enhancements, and execute projects ensuring alignment with business requirements, quality standards, and best practices.
  • Develop and implement lean delivery processes for a cross-functional team of application engineers, business analysts, and test engineers.
  • Co-lead the reduction of technical debt by coaching the team to be forward thinking and prioritizing holistic, out-of-the-box, scalable solutions over customizations.
  • Guarantee prompt delivery and top-notch quality of projects and enhancements through implementation and ongoing enhancement of service delivery metrics and customer satisfaction scores.
  • Provide technical guidance and mentorship to Salesforce/NetSuite developers and administrators, fostering a culture of excellence and innovation.
  • Proactively monitor and analyze key performance indicators (KPIs) and other service-related performance metrics to drive improvements in resource utilization and customer satisfaction.
  • Drive the development and execution of test plans, test cases, and UAT scripts to validate that Salesforce/NetSuite solutions meet business requirements and quality standards through business analysis and testing teams.
  • Ensure that business analysts collaborate with business stakeholders to understand their needs, goals, and pain points, translating requirements into actionable user stories, process flows, and functional specifications.
  • In collaboration with senior leadership, business solution managers, and the project management office, support the overall planning, resourcing, execution, and successful delivery of systems projects and enhancements while ensuring effective utilization of resources.
  • Hire, build, lead, and mentor a high-performing hybrid team of application engineers, fostering a culture of trust, collaboration, accountability, and innovation.
  • Effectively manage resource allocation, workload distribution, and capacity planning to ensure optimal team performance.
  • Collaborate with cross-functional leaders and coordinate training sessions, foster cross-training initiatives, and encourage knowledge sharing to mitigate skills gaps and enhance team collaboration.
  • Set performance expectations, goals, manage, mentor, and coach the team to maintain a high team performance and conduct regular performance reviews for team members and provide ongoing coaching and development opportunities while fostering a culture of continuous learning.
  • Coach the team to adopt a customer-centric mindset, always prioritizing the customer's needs while providing value and balancing insightful recommendations when building scalable and efficient solutions.
  • Coach and monitor performance behaviors like accountability, commitment, self-management, proactiveness, and a sense of urgency that form the foundation of a top-performing delivery team, while encouraging innovation and driving a growth mindset across the team.
  • Prioritize talent development through understanding the team's passions for personal growth, desired career paths, and opportunities, coach, and mentor them to adopt a growth mindset that will support exponential growth on the team.

Requirements:

  • Bachelor's degree in computer science, information technology, or equivalent experience.
  • Minimum 10 years of experience with at least 5 years leading a cross-functional, highly effective team in the IT industry, bringing strong leadership, communication, interpersonal, self-management, and conflict resolution skills.
  • Experience and certification in Salesforce Cloud and integrations and NetSuite.
  • Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga, etc.
  • Experience managing performance, coaching, and mentoring talent and demonstrated success attracting, developing, and retaining top performers.
  • Experience working in agile (Scrum, Kanban) and waterfall methodologies.
  • Knowledge and experience working with DevOps, automation, and manual testing and business analysis processes.
  • Proven track record to coach the team to navigate complex infrastructure and business systems projects, aiming to complete them on time and budget, to deliver value and quality.
  • Excellent presentation, written, and verbal communication skills with strong attention to detail.
  • Strong project management skills with the ability to plan, manage, and control resources, timelines, and budget.
  • A strong business acumen with the ability to proactively balance business, performance, and people leadership needs on a team.
  • A strategic mindset with the ability to foresee and understand end-to-end processes, dependencies, and downstream effects.

Compensation: $141,000 - $157,000 per year

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