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Regional Service Delivery Director
1 month ago
Job Summary
We are seeking a highly experienced Director of Service Delivery to lead our regional team and drive the delivery of customer projects within the region. The successful candidate will work closely with the Chief Delivery Officer and local Sales to grow PLATO opportunities and regional talent.
Key Responsibilities
- Oversee the delivery of multiple projects/engagements within the region.
- Assess and manage service delivery issues, risks, and changes as they arise, and serve as a point of escalation for customer project issues.
- Build and maintain strong customer relationships.
- Leverage existing networks to help the growth team find new opportunities within the region.
- Work with Service Delivery Managers to monitor customer satisfaction levels and take corrective action to address concerns.
- Report on and manage regional staffing levels, and fulfill requirements to maximize margins and metrics.
- Provide leadership to People Managers, Service Delivery Managers, and PLATO employees.
- Provide mentorship to Service Delivery Managers and PLATO employees to foster a rewarding and growth-minded working environment.
- Support the development of the business, help establish a regional presence, and assist in acting on behalf of the company within the region.
- Facilitate transparent and open communication and knowledge sharing.
- Provide technical expertise to contract negotiations and sales efforts with potential customers.
- Facilitate regular team and customer meetings to review progress, milestones, and goals.
Requirements
- A university degree or a college diploma in a related discipline.
- 10+ years in progressive IT experience with a minimum of 5 years' experience in Quality Assurance.
- 5+ years in a supervisory or management capacity.
- 5+ years of experience as a consultant or providing leadership to consultants is an asset.
- Management of Quality Assurance Testing projects.
- Experience building and maintaining strong customer relationships.
- Experience managing contract commitments.
- Proven experience growing existing accounts.
About Us
PLATO is a software testing and technology services company trusted by clients around the world. In addition to providing our clients with the highest quality software testing services, PLATO is creating careers in technology for First Nations, Inuit, and Métis people from coast to coast to coast through our innovative train-and-employ model. Since 1997, we have been helping organizations all over the world reach their quality objectives by delivering scalable, proven, quality-centric managed services. Companies such as Apple, Suncor, TD Bank, Medavie, BCLC, LinkedIn, Boeing, and many others have gained considerable advantage from our Quality Assurance (QA), Testing, and eLearning expertise and experience.
