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About the Role
We are looking for a dynamic and results-focused Manager, Client Success for our Toronto branch who will oversee a key projects service delivery team to enable and ensure the success of highly strategic client projects! This is a stakeholder facing role that requires you to establish and manage processes at a high standard, drive the consulting team to achieve those expectations, and engage effectively with clients to understand and address their needs.
Responsibilities
- Work with the service delivery team to ensure service delivery meets the expectations of our enterprise clients
- Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed
- Work with the recruitment team to create accurate job requirements and collaborate throughout the hiring process to achieve successful and high-quality hires
- Ensure that new team members are properly on-boarded and role expectations are clearly understood
- Remove barriers and roadblocks to help team members complete their work
- Facilitate a constructive and supportive quarterly Career Life Planning (CLP) experience
- Act as the owner of the change and escalation processes, ensuring high levels of performance, reporting accuracy and establishing delivery improvement activities when required
- Ensure accurate forecasting
- Attention to and tracking of timesheets, vacation requests, and training
- Consistent, effective reporting on your business
- Manage your team’s utilization and work with the resource management team to meet current project resource demands and plan for future growth in client projects
- Act as a Long View ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
- Drive solution innovation within your team aligned to client and market demands
- Effective engagement with Account Teams to support client requirements
- Point of escalation for clients
- Establish and maintain strong relationships with key clients in order to understand their business and how to best support them
Requirements
- 15+ years of experience in a consulting or professional services environment, with 10 of those years being in a managerial role that included full financial accountability
- Proven experience in leading IT professional services delivery: managed IT services, business transformation, security, and cloud adoption across all major public cloud providers
- An understanding of Agile projects, enterprise architecture frameworks (TOGAF, Zachman)
- Expertise to guide clients through ERP implementations (MS Dynamics 365), from analysis and design to deployment and ongoing improvement
- Exceptional leadership with proven ability to lead large teams and the willingness to mentor junior staff
- Strong financial acumen, with experience managing complex budgets in excess of $8MM annually
- Passionate about customer satisfaction and service improvement
Skills
- Agile projects
- Enterprise architecture frameworks (TOGAF, Zachman)
- ERP implementations (MS Dynamics 365)
- Leadership
- Mentoring
- Financial acumen
- Customer satisfaction
- Service improvement
Location
- Toronto
Work Type
- Full-time
Experience Level
- 15+ years of experience
- 10 years of managerial experience
Salary/Compensations
- $106,400 - $139,650 a year
- Expected salary range plus 20% variable earnings
Benefits
- Great people and culture
- Interesting work
- Access to the latest technologies
- Flexible environment
- Fun is one of our core values
About the Company
- Long View is one of North America’s most dynamic IT providers.
- We create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging.
- Our company’s core pillars are Integrity, Competence, Value, and Fun.
- 90% of Long View team members rated Long View as a good or great place to work!
Equal Opportunity
- Long View is an equal opportunity employer.
- We are fostering an inclusive environment.
- We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.
- If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.