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Director of Operations
2 months ago
Job Summary
The Director of Operations leads Stonewood Group Inc.'s ERP Implementation Services business, responsible for managing team resources to deliver cost-effective implementation operations and best-in-class services to clients. This role involves building and scaling the company's services business, collaborating with sister companies, and driving customer and company success.
Key Responsibilities
- Develop organizational and operations strategies to build and evolve the company's industry-leading service offerings and support enterprise growth objectives.
- Evolve and scale global service operations to deliver a best-in-class customer experience while building effective and efficient delivery methodologies.
- Lead delivery of program/project management, consulting, training, and implementation services to clients, overseeing resource management, project delivery, and operational success metrics.
- Be accountable for company P&L goals and metrics and support growth opportunities to achieve revenue, gross margin, and utilization objectives.
- Support the AS9100 certified quality management system through establishment and enforcement of company policy and procedures to promote ethical performance and consistent work execution.
- Champion the quality of products, services, customer support, and secure target levels of customer satisfaction.
- Research and implement new initiatives and continuous improvement strategies to drive revenue, lower operating costs while maintaining quality products that are competitive, and deliver excellent customer support.
- Promote employee engagement through management of resources, including attracting, hiring, and retention of personnel.
- Support the wellness of staff and implementing policies in line with labor legislation and health and safety guidelines to create a diverse and positive working environment.
- Develop and manage the partner strategy and ecosystem in partnership with the Channel team to maintain a global network of certified partners that deliver with consistent quality.
- Provide oversight of Canadian Government Controlled Goods program in support of Prime Contractor/Canadian Forces contract efforts.
Requirements
- 5+ years of experience managing, leading, and/or delivering ERP or similar software implementation services.
- 3 years' experience with subscription-based business licensing models, delivering on-premises and SaaS solutions.
- Proven performance building and leading a team of 25+ people in a fast-paced, growing company.
- Demonstrated achievements through managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners.
- Demonstrated experience building and scaling a professional services business with accountability for financial targets.
- A high level of business acumen, including previous P&L experience through order to cash and active management or Cost of Goods Sold.
- Excellent Leadership, communication, and organizational skills.
- Excellent analytical and problem-solving skills.
- Strong crisis management and conflict mediation skills.
- Ability to travel up to 25% including international locations across the Americas, Europe, Asia, and the Middle East.
Education and Qualifications
- Undergraduate Degree in a Business/Information Technologies or related field.
- Master's in management or MBA degree and/or Demonstrated application experience.
- Related Certifications related to Specific Software Solutioning/Services (IFS/Infor/SAP, etc.).
Remuneration and Benefits
Comprehensive salary and benefits package.
