Delivery Project Executive (Out of Scope)

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM Canada, we believe in life-long learning and we are a dynamic business in a state of constant evolution:  we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world….start your career with ISM Canada and get a front row seat!

Close Date:  April 6, 2021

 

The Delivery Project Executive acts as an ISM Canada Brand Ambassador, a tried and true partner to the customer. The Delivery Project Executive is a master at building and maintaining customer relationships, focusing on their true needs and recommending solutions that will help solve their business problems.

 

NOTE: the ability to read, write and speak both English and French (Bilingual) is a requirement for this role.

 

Responsibilities:

• Revenue quota targets on the account(s) – grow the target by expanding the current contract (new growth on existing contracts)
• Customer satisfaction / feedback
• Drive account strategy
• Operational level (for business that’s been sold) account management functions
• Account / contract renewals and change requests on existing contracts
• Advocate for operational service excellence
• Engaged in customer escalations
• Facilitate account reviews between delivery teams and the customer
• Work with delivery teams to resolve account issues
• Lead Governance and Operational meetings with customers on a regular basis
• Participate in internal Financial reviews with ISM Finance team for achieving approved financial targets
• Provide guidance for achieving delivery excellence and leading ISM’s operational units to deliver a compliant, client focused solution
• Be the key customer focal-point – single point of contact / interface between the customer and ISM delivery teams
• Represent the ‘customers’ needs (voice of the customer with internal ISM teams)
• Focus on exceeding customer expectations through driving exceptional customer experiences with ISM Canada Delivery teams
• Make recommendations to customers for potential solutions to address their business needs
• Analyze ISM processes and procedures, and make recommendations that will drive out a more efficient and effective customer experience, while looking at ways to streamline, and where possible drive out costs from ISM Delivery teams
• Provide coaching and mentoring to peers, as well as others in ISM Canada for enhancing service delivery and customer experiences
• Collaborate with sales teams on new business opportunities, for achieving ISM’s growth objectives annually and increasing our position as a market leader across Canada

Qualifications:

• University Degree in a relevant field, or equivalent industry experience
• Over 5 years’ experience building customer relationships and delivery of customer service excellence
• Ability to read, write and speak both English and French (Bilingual) is required
• An in-depth understanding of a service delivery organization and IT services, or equivalent experience
• Knowledge of project management methodologies and tools
• Contract management experience
• Demonstrated ability to recognize complex problems related to objectives and implement solutions or develop new system elements, procedures or processes independently or through the matrix management of employees
• Demonstrated ability to meet and work with customers to determine customer requirements and service delivery options
• Demonstrated ability to work closely and successfully with people in a team environment
• Well-developed leadership and organizational skills
• Demonstrated ability to work in an independent fashion
• Ability to work flexible hours and off-site as required.

Key Skills & Abilities:

• Proven experience managing and/or delivering similar services with increasing degree of responsibility and proven track record with the ability to execute according to plan
• Experience should include high impact service delivery in a rapid paced, time sensitive, high quality environment
• Demonstrated leadership skills, with the ability to develop and communicate a vision that inspires and motivates staff and aligns with ISM’s business strategy
• Experience developing business relationships as well as managing and maintaining customer relationships

*Note: if applicable, posted pay ranges for all positions are bi-weekly rates.

This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.

 

ISM Canada is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process. If you are an individual with a disability that requires a reasonable accommodation, or are unable or limited in your ability to use or access our applicant system as a result of your disability, you can request reasonable accommodations in the recruitment process by sending an email to: [email protected]