Delivery Practice Manager

Reporting to the Director, Professional Services, the Delivery Practice Manager provides effective project/program oversight for one or more strategic accounts. In this billable role, the DPM works closely with the customers, the Services Client Partner, the Customer Success Manager, and the Systems Integrator to ensure the overall success of the implementation of Clariti solutions and is a significant contributor to the overall success of the customer relationship. The DPM is responsible for ensuring that effective Program Governance is established for each account and is the primary point person from delivery aligned to the customer executives throughout the services lifecycle, from sales support through implementation and post-go-live. In addition to delivery support, the DPM will collaborate with the Services Client Partner and the Customer Success Manager to position additional Clariti Services to support the customer’s success. The DPM is a senior leader within the Clariti Professional Services organization and is responsible for building a team of up to five Engagement Managers/Project Managers. As their manager, you will provide guidance, coaching, and support to influence successful outcomes for all projects within your portfolio.

As a Delivery Practice Manager at Clariti, you’ll get to :

• Oversee the high-quality delivery of all engagements within the assigned portfolio with partners and customers.
• Analyze and execute on strategic projects, building consensus among stakeholders, ensuring alignment of project tactics with corporate strategy and communicating project goals and values at a strategic level.
• Manage the overall services relationship between strategic customer, partner, and Clariti during transformations, building credibility and trust from sales support through implementation and post-go-live.
• Ensure that projects/programs are delivered on time, within budget and with the highest levels of customer satisfaction.
• Implement effective delivery mechanisms, including centralization, to decrease effort and increase speed for our customer to achieve their business outcome.
• Drive a consistent customer project and delivery experience through our Engagement Manager community.
• Assist the Clariti sales team in closing deals by defining the strategy and value proposition and providing oversight during the deal pursuit. This entails closely aligning with partners and system integrators.
• Attract, onboard, and develop top talent to build a high-performing team of Engagement Managers to meet high demands at scale.
• Provide coaching and mentoring for the Clariti project team.
• Document and use completed projects and inclusive lessons learned to educate the entire Professional Services team.

What you bring to the team?

• Bachelor’s degree (or equivalent experience)
• 10+ years of services delivery experience, including services management experience
• 7+ Years of program management experience, including PMP certification
• Exceptional executive communication and client relationship-building skills
• Must have experience delivering software in large Enterprise environments (preferably public sector Tier 1 and Tier 2 communities, or private sector Fortune 100)
• Must have superior project financials business acumen (forecasting, allocated revenue, etc.)
• Adept in large corporate organizational change management & strategies
• Leadership experience in large transformation programs
• Ability to navigate presales
• Systems Integrator experience
• Track record of achieving revenue and margin goals while managing multiple client projects of meaningful scope and duration
• Proven ability to build trusted relationships at the client-executive level
• Ability to effectively manage and resolve client escalations
• Ability to travel within Canada and to the US about 30%-40%