Technical Delivery Manager

2 months ago

Mississauga, Ontario, Canada PointClickCare Full time $141,000 - $157,000
Job Title: Technical Delivery Manager

PointClickCare is seeking a highly skilled Technical Delivery Manager to lead our cross-functional team of application engineers, business analysts, and test engineers. As a key member of our technical leadership team, you will be responsible for driving the success of our digital transformation initiatives by fostering trust, collaboration, innovation, commitment, accountability, and team results.

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.
  • Drives 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 of coaching 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.

Salary: $141,000 - $157,000 a year

PointClickCare is an equal opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare's human resources team.

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

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