Jobs for Senior Manager, Service Delivery

Headquartered in Mississauga, dthree Inc. is an on-demand software and services company offering a comprehensive solution for the management of business intelligence, customer data and communications. Our energetic team of senior strategic thinkers and technical consultants provides ground breaking analytical business and customer intelligence data and communications tools for major high profile clients, in a variety of industries.

We have exciting growth plans for the business and are looking for dynamic professionals to help us make our plans a reality. If you are an energetic and self-motivated professional who is passionate about pushing the boundaries of your own knowledge and expertise, talk to us about growing yourself and your career.

We have a welcoming culture and a reputation for accountability and innovation. Our diverse projects, fun environment and passion for our customers will enable you to contribute your ideas, affect change and grow your personal sphere of influence. We are presently looking for a Senior Manager, Service Delivery to join our team.

Position Mandate

The Senior Manager IntelliMaxx Service Delivery mission is to provide a measurable, consistent, and client-focused approach to engagement and project management with end-to-end accountability, and consistent execution of all IntelliMaxx services projects. Senior Manager assists project teams with change management, project coaching, and training on processes and tools. Provide regular analysis and feedback on all project phases to CTO, CFO and Directors. The Senior Manager, Service Delivery also acts as a hands-on senior engagement/project manager on the client projects.

Key Responsibilities

• Leading the project management team.
• Managing financials, demand and professional services organization capacity.
• Supporting business developing opportunities.
• Developing and continuous improving of the IntelliMaxx service delivery process:
• Preparing project estimates and plans
• Quality control
• Project reporting and KPI
• Measurement of clients' satisfaction
• Risk management
• Projects staffing and responsibilities
• Managing hands-on clients' engagements and projects according to agreed billable target objectives.

Essential Functions

• Supervising all Project Managers and Project Coordinators/Administrators.
• Creating client proposals and SOW. Review and approve all client proposals for process integrity, quality of estimates and quantification of risk prior to presentation to clients.
• Managing relationship between cross functional departments.
• Developing KPI and reporting metrics for IntelliMaxx professional services.
• Overseeing projects budgets and resource requirements.
• Assisting in all project related contractual agreements as they related to vendors, contractors.
• Leading development of project management standards, best practices adoption and knowledge management.
• Developing performance management plans for direct reports.
• Participating in the IntelliMaxx product development.

Competency Requirements

7+ years experience in software applications project management including:
• Experience managing large complex Interactive, CRM, or Business Intelligence engagements.
• Strong background in structured project management and use of project management tools and methodology.
• Experience developing detailed project plans.
• Experience in scope management and budget management.
• Experience in client management (responsibilities and expectations).
• Strong communication and presentation skills in order to be effective facilitators and negotiator.
• Experience of managing and coordinating internal and external creative, technical and marketing resources.
• Experience in software web application development lifecycle.
• PMI certification is a bonus.
• Understanding of the online marketing technologies: web, e-mail, rich media, online collaboration, web analytics and eager to learn about new developments in the industry.
• Ability to analyze numerical marketing and financial data, experience with reporting and analytical tools.
• Experience with customer data driven projects: business intelligence (BI), data warehouse, CRM.
• Proven leadership skills (motivating team members; providing constructive feedback).
• Understanding of SAAS/ASP models and managed services.

Specific Technology Skills

7+ years experience in software applications project management including:
• Experience managing large complex Interactive, CRM, or Business Intelligence engagements.
• Experience in software web application development lifecycle.
• Experience with Microsoft office suite of products, project management (MS Project or equivalent) and professional service automation tools.

Performance Skills

• Ability to take ownership of assigned projects and bring them to completion with minimal oversight.
• Must be able to properly prioritize projects and problems according to established guidelines.
• Strong customer service skills.
• Must be result driven and be able to provide timely accurate data and reports regarding camping execution.
• Ability to focus on making continual improvements to our Human Resources processes and practices.

Communication Skills

• Strong written and verbal communication skills.
• Effectively communicate with account team members and customers to define/clarify business requirements.
• Work and communicate in a professional team environment with other staff members.

Qualified Candidates are asked to send their resumes to careers@dthree.com. Please, no phone calls or faxes. Only those selected for interviews will be contacted.dthree is a technology leader in interactive marketing management, offering a comprehensive hosted solution for the management of business intelligence, customer data and communications. dthree is located at 2333 N Sheridan Way, Mississauga, in the Greater Toronto Area.