Delivery Project Executive (Out of Scope)

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