Job Title:

Director of Client Delivery

Team(s):

Clients/Products/Information Technology

Job Code/ Req#:

MGT002

Location:

Ottawa, ON

Travel Required:

Minimal

Level/Salary Range:

Level 3

Position Type:

Management

HR Contact:

Regan Duffy

Date posted:

02/15/10

Will Train Applicant(s):

Syntapa specifics

Posting Expires:

03/15/10

External posting URL:

Internal posting URL:

Applications Accepted By:

E-mail:

rduffy@syntapa.com

Subject Line:  Application for Director of Client Delivery

Attention:  HR Recruiting

Mail:

HR Recruiting

Syntapa Technologies, Inc.

320 March Road, Suite 200

Ottawa, ON. K2K 2E3

Job Description

Purpose:

The Director of Client Delivery provides leadership for the day-to-day operations of our multi-functional teams by providing direct guidance for process improvement, standardization efforts, technology deployment, proactive value-added client support and strategic and tactical implementations.  He/she will report to Syntapa’s Unified Communications and Business Systems Chief Architect to establish the overall strategy and vision for product development, client deployments and ongoing client support. Effectively managing Syntapa’s delivery resources and improving overall operational effectiveness and efficiency are the key tenants of this role.

Candidates for this position must demonstrate strong leadership and continuous self-improvement.  We pride ourselves on hiring professional, innovative, creative, proactive and talented team players.

 Responsibilities:

·         Ensuring effective planning, development, deployment and ongoing support of Syntapa’s Unified Communications & Business Systems offering for small to medium sized businesses.

·         Ensuring effective development and deployment of cross functional management processes (e.g. delivery assurance, project management, project forecasting, etc)

·         Development and ownership of overall IT operational governance process (status management and reporting)

·         Development / implementation of common processes and tools for document management, defect tracking and reporting, SLA tracking and reporting, etc.

·         Overall hands-on management of Syntapa’s internal and external projects, including coordination with client managers; resourcing; scheduling and project management reporting.

·         Ensuring / tracking effective life cycle management process execution across all IT projects.

·         Implementation of operational efficiency toolsets and best practices across IT (e.g. skill set tracking, resource management, etc.)

·         Development (with Finance and HR) of best practices and tools to ensure effective resource utilization, activity tracking, asset management, etc.

·         Ensuring financial / operational interlock (ensuring project practices and estimates are tracked throughout lifecycle at appropriate levels)

·         Improving linkage and reducing overhead with business governance structures

·         Driving cross functional process improvement initiatives across IT (e.g. delivery fidelity)

·         Ensure appropriate disaster recovery plans are in place to address natural disasters, computer malfunctions and/or security incidents that may hinder normal operations

·         Development of policies and standards aimed at minimizing costs related to acquisition, implementation and operation of IT systems.  This includes the management of various vendor relationships.

·         Manage and develop key performance indicators to assure client satisfaction and operational performance; manage problem escalation and communication when/where appropriate.

·         Ensure software and hardware license compliance through a documented and established process.

·         Manage up to 30 or more individuals including performance management, coaching, developing and mentoring direct reports.

·         Provide daily operational direction and oversight in meeting committed service level agreements (SLAs).  Maintain and improve operational policies and procedures.

·         Responsible for creating and managing a department budget.

Skills & Qualifications:

·         Ability to synthesize business needs and their mapping to technology, effectively communicating specifications in understandable “end-user” terms both written and oral.

·         Knowledge and expertise in managing IT Systems Infrastructure and Business Applications life-cycle operations

·         Excellent team leadership, project management  and mentoring skills

·         Excellent organizational and time management skills

·         Results-oriented with an exceptional ability to be independent, motivated, and proactive

·         Excellent communications skills at all levels of the organization, including listening, written, presentation and influencing, along with strong problem solving

·         General knowledge of business systems applications, management processes and methodologies

·         Expert knowledge of system management and process methodologies and practices

·         Strong understanding with practical application of WAN/LAN and internet connectivity and concepts. 

Education & Experience:

·         Bachelor's degree in business and technology and/or equivalent work experience. 

·         10 + years of related experience in managing company-wide IT and business system applications projects.

·         Experience building collaborative relationships to define and achieve organizational objectives, leading to the efficient usage of resources and optimal output of services.

·         Experienced in making strategic technology decisions that meet business drivers.

·         Experienced in leading cross-functional teams through all phases of large-scale technology and business systems applications roll outs.

·         Experience qualifying and integrating value-based business systems; while achieving quality and efficiency, controlling costs, and developing performance criteria and process controls.

·         Experience improving the value and performance of organizations by leading, defining, and delivering strategic business and technology solutions.

·         Experience with business case financial analysis and cost benefit analysis.

Knowledge:

·         In-depth knowledge of Microsoft’s technologies and products

·         In-depth knowledge of IT Systems Infrastructure technologies and products – servers, workstations, networking, ...

·         Thoroughly versed in Project Management and Software Development Life Cycle methodologies.

·         Demonstrated knowledge of application development, technology languages, applications platforms and databases is required, along with proven successful experience in project initiation and management.

Skills:

·         Superior verbal and written communication skills.

·         Skilled in problem solving and gap analysis.

·         Strong organizational skills and the ability to manage and deliver multiple IT projects on time and within budget.

·         Strong leadership skills and a proven track record of innovative solutions delivery required.

Abilities:

·         Ability to make group presentations as well as communicate (verbal and written) and negotiate with personnel inside and outside the corporation.

·         Proven ability to provide IT and project consulting to internal and external customers.

·         Ability to think in terms of process rather than function to outline existing processes and define emerging processes.

·         Proven technical, business management, and analytical ability.

Decision Making:

·         Needs the ability to manage conflicting shifting priorities for clients, products and IT Infrastructure teams with efficiency and clarity.