Senior Manager, Service Delivery

People Leadership & Development

• Lead mentor and develop a team of professionals across various career stages
• Support internal apprenticeship programs and ensure team members have growth-oriented development plans
• Coach team members through client interviews helping them present their best selves
• Set clear expectations and measurable goals; conduct regular performance reviews and provide continuous feedback
• Manage day-to-day team approvals - timecards training requests expenses
• Be a visible positive role model who embodies PLATOs culture and values

Employee Engagement & Culture

• Drive initiatives that meaningfully enhance the employee experience
• Foster a culture of continuous learning collaboration inclusion and innovation
• Mediate conflicts constructively and maintain a supportive team environment
• Champion diversity and bring genuine enthusiasm to building team morale

Delivery Management

• Oversee delivery of multiple client projects and engagements within the Ottawa region
• Serve as a point of escalation for project issues; proactively assess and manage delivery risks and changes
• Work with delivery leadership to monitor customer satisfaction and take corrective action when needed
• Report on and manage regional staffing levels to maximize margins and KPIs
• Facilitate regular team and customer meetings to review progress milestones and goals
• Serve as a trusted advisor to clients - deepening relationships uncovering new opportunities and contributing to regional revenue targets
• Strategically participate in client engagements - from solutioning and proposals through kickoff and delivery - providing active support to the project team throughout

Community Presence

• Actively participate in Ottawa-area networking events industry meetups and professional communities
• Leverage your existing network to surface new business opportunities and support regional sales growth
• Establish and reinforce PLATOs reputation as the service delivery experts in the Ottawa market
• Stay current on industry trends and bring fresh thinking to customers and the team and the team

Who You Are

• Positive energetic and proactive - you spot opportunities and act on them before being asked
• A natural relationship builder who is equally comfortable with clients employees and executives
• Known in your professional community; you attend events contribute to conversations and grow your network with purpose
• A motivating leader who brings out the best in the people around you
• Calm under pressure with strong judgment when managing competing priorities
• An excellent communicator - transparent direct and kind
• Flexible and growth-minded open to feedback from all directions

What Youll Bring

• University degree or college diploma in a related discipline (IT Business or equivalent experience)
• 10 years of progressive IT experience with a minimum of 5 years in software testing
• 5 years in a people management or supervisory capacity
• 5 years of experience as a consultant or leading consultants
• Proven track record of managing large-scale software delivery projects
• Experience building and maintaining strong relationships with both employees and clients
• Strong coaching mentoring and conflict resolution skills
• Demonstrated activity/involvement in professional communities and networking events

Who We Are
PLATO is a software testing and technology services company trusted by clients around the world.

In addition to providing our clients the highest quality software testing services PLATO is creating careers in technology for First Nations Inuit and Métis people from coast to coast to coast through our innovative train-and-employ model. Since 1997 we have been helping organizations all over the world reach their quality objectives by delivering scalable proven quality-centric managed services. Companies such as Apple Suncor TD Bank Medavie BCLC LinkedIn Boeing and many others have gained considerable advantage from our Quality Assurance (QA) Testing and eLearning expertise and experience.

We deliver specialized QA services to our clients with the goal of helping them increase profitability boost customer satisfaction manage development cycles and implement quality-centric solutions. We develop innovative approaches and solutions designed to generate increased efficiencies competitive advantage and market share for our clients.

At PLATO we encourage our employees personal career growth. We have plans in place to make sure that each employee is connected with a people manager to help guide them through their professional development offer e-learning classes and give our employees the opportunity to pursue software certifications for cutting-edge technologies.

PLATO respectfully acknowledges that our offices are located on treaty territories unceded First Nations and Inuit territories and part of Métis homelands. We honour their long history of welcoming many Nations to the beautiful Turtle Island and we actively work towards reconciliation between Métis Inuit and First Nation peoples and non-Indigenous people on this Land.

We contribute to proactive employment practices to promote inclusivity and diversity to those especially marginalized populations such as women persons with disabilities members of visible minorities First Nations Métis and Inuit peoples and all other groups protected under the Human Rights Code.

We are committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require accommodation during any aspect of the recruitment process and we will work with you to address your needs.