Delivery Director

Professional Services Delivery Toronto, Ontario


Location: Toronto, Ottawa, or Remote 

Reporting to the VP, PS Delivery, the Delivery Director exists to manage the delivery for a portfolio of projects and clients associated within a variety of eCommerce platforms and technologies (e.g. Cloud, MDM, SAP).  They are the conduit between sales, the General Manager, the customer, senior management, and the project teams to drive the successful delivery of the practice services and offerings across our customer base.


Essential Responsibilities:


  • Ensure the Delivery Function is aligned with demand and future trends in operation and delivery, and  work with PS leads to define and execute development plans
  • In conjunction with the overall General Manager, assist with the creation of, planning for and deployment of the Practice roadmap and associated actions
  • Responsible for Gross Margin for the portfolio of initiatives, managing detailed budgets, forecasts, margin and profitability for the portfolio of initiatives   
  • Working with all stakeholders to define and drive quality approaches and oversight requirements
  • Analyze and report on delivery results regularly to ensure that all deliverables meet or exceed organizational standards and quality requirements
  • Undertake post implementation analysis to facilitate Continual Improvement where required
  • Develop and maintain strong working relationships with other Pivotree Technology functions and customers to expedite delivery of IT solutions
  • Support the overall GM in upward stakeholder management
  • Support sales with RFP responses, Statement of Work (SOW) formulation and management of financials through delivery of the portfolio   
  • Ensuring strong insight to future direction of the capabilities and technology of the Delivery function to ensure currency and future proofing
  • Work with business leads, managers and PM’s to define the skills and competencies required by employees to drive best in class service delivery
  • Ensuring that the practice fits with proposed changes, and aligned with new approaches and market direction
  • Ensuring that KPIs and OKRs are tracked and actioned in order to drive service delivery excellence
  • Foster an environment of collaboration and knowledge sharing through avenues such as working groups and communities of practices
  • In conjunction with the overall GM, assist with the creation of, planning for and deployment of the Practice roadmap and associated actions
  • Where required, participate in hiring activities and interviews to ensure top talent are brought into the practice
  • Ensuring accurate and timely resource fulfillment through staff augmentation to compliment the short term support for employees and project teams
  • Ensuring accurate, effective and timely communications across the Delivery function
  • Working directly with agreed 3rd party vendors and Pivotree support teams to ensure key services for the delivery function are provided in accordance with the required standards and in support of best in class service delivery
  • Work closely with 3rd party vendors in developing, reviewing and implementing new approaches and defining new competencies and skills required for the service delivery
  • Where appropriate, review Delivery function and implement corrective action plans in support of excellence in service delivery, and participate in the definition of organizational standards for the practice where appropriate
  • Assist in the training and development of staff members to develop their skills and maintain industry-leading knowledge in their areas of responsibility
  • Where appropriate, directly and indirectly supervise staff members in the development, implementation, and delivery of services and products to client's requirements
  • Where appropriate set priorities for the team to ensure task completion; coordinates work activities with other leaders


Required knowledge, experience, and skills:

  • Minimum of 5 years’ experience in a Delivery Function within the technology landscape with various methodologies - e.g. ERP, SAP, Oracle, Cloud, MDM 
  • Prior experience of operating in a Practice type model within a professional services environment, with proven experience at delivering multiple concurrent projects totalling $10 million dollars of dollars. 
  • 3rd Party Vendor management
  • Demonstrable experience in the definition of Delivery Standards, Processes and Procedures
  • Experience in client-facing roles, setting and managing client expectations
  • Experience of working within complex, matrixed, multi-location teams
  • Experience of working in large programs of work
  • Excellent demonstrable experience working with 3rd party vendors
  • Good knowledge of end to end Quality management and techniques
  • Motivated by delivery, team success, and customer satisfaction
  • Ability to work effectively with clients and other management personnel across geographies
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
  • Ability to deal efficiently with escalations and difficult situations/people under pressure
  • Good time management, interpersonal, communication, organizational and decision-making skills
  • Ability to understand and integrate cultural differences and lead virtual cross-cultural, cross-border and expanding global teams
  • English language skills - excellent written and verbal communication
  • Experience working with and managing or owning budgets or budget items

Nice to Have:

  • eCommerce experience 
  • Deep understanding of core cloud services from at least one of AWS, Azure, Google Cloud
  • Deep understanding of cloud computing business drivers and emerging trends
  • Solid understanding of modern devops practice, including automation, continuous delivery / deployment / integration methodologies



  • Bachelor degree in related discipline, or equivalent work experience
  • One or more professional certificates to supplement formal education in support of the Delivery function


Other Requirements:

  • Due to the nature of the Global organization, travel may be required