Canada PMO Lead - Delivery Center -

at  SoftwareONE

JOB SUMMARY

The Director, Client Delivery – Calgary Delivery Center (xDC) is a leadership position reporting to the Lead of the xDC, or Delivery Center. The xDC, is a team based in Calgary, Alberta, providing primarily professional consulting and implementation services supporting our ServiceNow clients.
As the Director, Client Delivery, you will lead a team of Client Delivery Managers (CDMs). Our CDMs combine project management expertise with a strong focus on building and nurturing deep client relationships. This dual role ensures that we not only meet project delivery benchmarks but also understand and anticipate our clients’ needs to deliver tailored, value-added solutions, and work as strategic partners with our clients through their ServiceNow implementation roadmaps.
The Director, Client Delivery is accountable for driving the end-to-end quality of project management for engagements delivered by SoftwareONE’s xDC team. You will oversee and guide CDMs who are responsible for building and delivering IT Asset Management (ITAM), IT Operations Management (ITOM), IT Service Management (ITSM), Application Portfolio Management (APM) and Managed Services engagements. Your leadership will foster the ability of the entire team to meet all scope, time, budget, quality, and customer experience expectations while building trust, credibility and respect of our internal teams and external clients.
In addition to mentoring and coaching CDMs, you will support in resolving project issues and escalations, fostering continuous improvement in project management, contributing to a dynamic and well-rounded leadership team, and leading service delivery in alignment with our global pmONE Project Management Methodology. Collaboration with the SoftwareONE NORAM PMO will be essential to adopt and apply NORAM PMO standards to xDC projects, and to participate in the NORAM PMO Community of Practice to drive continuous improvement and maturity of our Project Management capabilities at SoftwareONE.

• Collaborate with other xDC Leadership to ensure successful delivery of xDC projects to clients.
• Partner with NORAM PMO to ensure project governance adheres to the strictest standards of excellence and projects are implemented with full compliance to the pmONE Project Management Methodology. Participates in the Global PMO community to drive improvement and excellence in the Global Project Management methodology
• Ensure execution of and adherence to project governance frameworks to be utilized in delivering projects from xDC, and identify xDC specific requirements for inclusion in frameworks
• Develop and grow a high-performance team. Complete, manage, and maintain Personal Development Plans for each direct report. Coach, mentor, train and otherwise support client delivery managers, ensuring they effectively fulfill their dual role of project management and client relationship building
• Manage and report on project portfolio performance including project health, project financial, project resource utilization metrics. Ensure that all projects are delivered on time, within scope, and within budget
• Manage and report on team performance including individual and team attainment of project profitability, utilization, chargeability, efficiency metrics and any other relevant KPIs
• Develop and ongoing governance of key metrics related to ServiceNow partnership goals such as deployment registrations, customer satisfaction, and certification requirements
• Ability to travel – estimated at 10%