Canada PMO Lead – Delivery Center –

Why SoftwareOne?

The role

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.

Roles & Responsibilities

• 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%

What we offer

• Generous pay with bonus structure 
• Independent environment without a lot of red tape where you are empowered to make decisions 
• Substantial benefits package that includes: 
• Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions 
• Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness 
• 401k program with employer matching 50% up to the first 10% of employee’s contributions 
• Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice 
• Access to EAP and concierge services 
• Pre-paid legal at no cost 
• Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO) 
• Employee stock purchase plan 
• Learning and development opportunities galore 
• Tuition reimbursement 
• And much more! 
• Specific to Milwaukee-based office employees: company-paid parking 
• Winning culture, inclusive environment, and friendly people all over the world 
• A remote-friendly organization, with colleagues working remotely either part or full-time 

As a culture-first organization, being together is how we learn and grow. We come together in-person for at least 3 days for collaboration, support, and to have some fun. Where there is no physical location, we give all our employees an equal cultural experience through a remote setting. 

What we need to see from you

What you offer

• Bachelor degree in project management, business administration, computer science, or another relevant degree
• Certifications relevant to Project Management (e.g. PMP, PRINCE2), Service Management (e.g. ITIL), ServiceNow or Customer Success highly preferred
• 7+ years of relevant project management experience , ideally in IT project management and service delivery environments. Consulting industry experience is highly preferred
• Experience in leadership, team management, people development, and skills development, with a strong emphasis on coaching and mentoring teams in service delivery environments
• Proven experience in customer engagement and relationship management, providing high degrees of customer support, education, and service
• Experience in all aspects of service management including, financial management, budget management, contract management, risk management, quality management, program management and reporting
• Experience with project management of technical solution implementation/deployments and managed services is highly desired, specifically within the ServiceNow ecosystem
• Experience working within the ServiceNow PPM module for project and resource management desirable
• Results based management experience is essential

The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. 

Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons. 

Target compensation for this role will be $165 – $180 CAD (mix of base salary and bonus). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location.

Job Function

Software & Cloud Services

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [email protected]. 

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. 

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program. 

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