Director of Service Delivery

Discover The Opportunity Winnipeg, MBInformation TechnologyExperiencedFull-timeCompetition Number: 24C006 PLATO is Canada's only Indigenous-led, Indigenous staffed software testing services firm. We insist on working with quality people who share our passion for quality testing and have built a team of people who also believe quality is the most important deliverable. Our team of software testing specialists believes that better software leads to a better world. We are committed to building strong communities - PLATO trains and employs members of First Nations, Metis, and Inuit communities across the country and strives to build a network of 1000 Indigenous software testers across Canada. PLATO has offices on or near Indigenous communities across Canada, in Fredericton, Sault Ste Marie, Ottawa/Gatineau, Regina, Prince Albert, Calgary, and Vancouver. We are currently seeking a Director of Service Delivery. The successful applicant will contribute to the growth of the company by building a team and leveraging their existing network to help expand and support PLATO's mission. Share What you'll do Responsibilities The Director of Service Delivery will act as a regional leader to manage the delivery of all customer projects within the region and work with the Chief Delivery Officer and local Sales to grow PLATO opportunities and regional talent. The regional Director of Service Delivery works closely with the other Service Delivery Leaders to ensure service delivery consistency and alignment under the guidance of the Chief Delivery Officer. Overall responsibilities include: Oversees the delivery of multiple projects/engagements within region Assesses and manages service delivery issues, risks and changes as they arise, and is a point of escalation for customer project issues Builds and maintains a strong customer relationship Leverages their existing network of contacts to help our growth team find new opportunities within the region Works with Service Delivery Managers to monitor customer satisfaction levels and takes corrective action to address concerns Reports on and manages regional staffing levels, and fulfills requirements to maximize margins and metrics Provides leadership to People Managers, Service Delivery Managers and PLATO employees Provides mentorship to Service Delivery Managers and PLATO employees to providing a rewarding and growth minded working environment Supporting the Development of the business, help to establish a regional presence and assist in acting on behalf of the company, within the region Facilitate transparent and open communication and knowledge sharing Provides technical expertise to contract negotiations and sales efforts with potential customers Facilitates regular team and customer meetings to review progress, milestones and goals Knowledge of: Software testing fundamentals and best practice Project management fundamentals and best practice Behavioral skills Flexible and self-motivated, with the ability to receive constructive feedback from all levels Ability to multi-task (prioritize and execute) and work well under pressure to meet deadlines Tasks: Participate in hiring and firing decisions including the need to fulfill required tasks (ie. communication) Decide on terms for offers to applicants, following the HR guidelines for vacation and existing salary intervals (exceptions must be approved by Chief Delivery Officer) Conduct performance reviews and make recommendations for salary changes Ensure Regional time reporting and invoice creation are on time and accurate Approve vacations within company policy and ensure backfill to maximize revenue Approve expense reimbursement within regional budget Participate in RFP responses What you'll need Qualifications 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 A little bit about us PLATO Who We Are PLATO is a software testing and technology services company trusted by clients around the world. In addition to providing our clients 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. We deliver specialized QA services to our clients with the goal of helping them increase profitability, boost customer satisfaction, manage development cycles and implement quality-centric solutions. We develop innovative approaches and solutions, designed to generate increased efficiencies, competitive advantage, and market share for our clients.