Director, Delivery & Implementation

Perseus Group; Toronto; Remote; CAD 130,000 - 180,000; Full time

Job summary

Jonas Software is seeking an experienced Director of Delivery to lead CORA Loyalty implementations from planning to transition. You will build a high-performing delivery team, advance implementation methodology, and leverage AI-enabled tooling to drive time-to-value and consistency across complex engagements.

The role requires enterprise SaaS leadership, strong client-facing experience, and deep knowledge of loyalty/eCommerce/retail operations.

Qualifications

• 5+ years leading enterprise software/SaaS implementations.
• 3+ years of people leadership in delivery.
• Proven experience leading client-facing delivery for complex enterprise customers.
• Strong knowledge of SaaS implementation methodologies.
• Ability to manage delivery risk, scope, timelines, budgets, and client expectations.

Responsibilities

• Set strategic direction for CORA Loyalty delivery and implementation.
• Build and scale program delivery capability for major engagements.
• Own Client Implementation Methodology, playbooks, governance, and assets.
• Establish measurable delivery standards and KPIs (quality, adoption, efficiency).
• Advance AI to improve planning, delivery, and reporting with governance.
• Develop reusable implementation assets (templates, automation, tooling).
• Drive continuous improvement across processes, governance, and practices.
• Act as senior sponsor and escalation point for high-risk client implementations.
• Build trusted relationships with client executives and stakeholders.
• Ensure client objectives and success metrics are defined and tracked.
• Provide executive oversight of complex deployments and lead key programs.

Skills

Enterprise SaaS leadership

Client-facing delivery

People leadership

SaaS methodologies

Data integrations

Education

Bachelor's degree in Business, IS, CS, Supply Chain, Retail Operations

Tools

APIs

EDI

AI tooling

Job description

Job Description

The role is accountable for implementation delivery from initial planning through to configuration, integration, testing, launch, hyper care, and transition. By establishing clear standards, governance, and operating practices, the Director will ensure complex programs are delivered with appropriate visibility, control, and focus on client business outcomes. The ideal candidate brings enterprise SaaS implementation leadership, strong client-facing experience, and an understanding of loyalty, eCommerce, grocery, or retail operations. They will serve as a trusted advisor to client executives, a senior escalation point for strategic engagements, and a key partner to Product, Engineering, Sales, Customer Success, Support, and Partnerships leadership. This leader will build and develop a high-performing delivery team while advancing CORA Loyalty's implementation methodology, automation capabilities, and use of AI-enabled tools. The role will strengthen delivery consistency, improve operational efficiency, accelerate time to value, and create a more scalable implementation model.

Key Performance Indicators

• Implementation Cycle Time
• Scope Control
• Milestone Performance and On-Time Go-Live
• % Client Adoption
• First-Time Right Implementation
• Customer Health After Hypercare Utilization
• Delivery Margin

Key Responsibilities

• Set and uphold the strategic direction for CORA Loyalty's Delivery and Implementation function.
• Build and scale the program delivery capability required to support complex and strategically significant engagements.
• Own the Client Implementation Methodology including delivery playbooks, governance, templates, reusable assets, onboarding standards, launch readiness, and transition to Customer Success.
• Establish measurable delivery standards and KPIs focused on quality, client adoption, operational efficiency, financial performance, and team development.
• Advance the use of AI to improve implementation planning, project delivery, documentation, testing, client enablement, and operational reporting while maintaining appropriate governance and quality standards.
• Develop and maintain reusable implementation assets—including templates, automation, AI-assisted tooling, integration patterns, configuration libraries, and delivery playbooks to improve implementation quality, consistency, and time-to-value.
• Drive continuous improvement across implementation processes, governance, and operating practices.
• Serve as senior sponsor and escalation point for strategic and high-risk client implementations.
• Build trusted relationships with client sponsors, operational leaders, technology stakeholders, and executive teams.
• Ensure client objectives, adoption goals, business outcomes, and success measures are clearly defined and managed throughout each engagement.
• Provide executive oversight of complex deployments and personally lead or support the most strategically significant programs.
• Lead risk identification, mitigation planning, issue resolution, and executive communication across the implementation portfolio.
• Partner with Customer Success and Support to ensure effective transition from implementation to ongoing adoption and value realization.
• Collaborate with Sales and Solution Consulting to align client expectations, implementation strategy, scope, and success criteria from project inception.
• Establish and enforce implementation standards across planning, discovery, solution design, configuration, integration, testing, training, launch, and hypercare.
• Implement governance models that strengthen visibility, accountability, decision-making, risk management, and delivery quality.
• Maintain executive oversight of program health and ensure delivery gaps are addressed with appropriate speed and rigor.
• Capture lessons learned and use them to improve frameworks, operating processes, and team capability.
• Maintain a strong working knowledge of CORA Loyalty platform capabilities, configuration models, integration patterns, and implementation best practices.
• Provide implementation leadership and coordinate with Product and Engineering on solution architecture, data migration, system configuration, integration strategy, and technical deployment approaches.
• Coordinate delivery of complex integrations in partnership with Product, Engineering, client technical teams, and third-party vendors.
• Build organizational capability across implementation tooling, integration patterns, configuration approaches, deployment practices, and client enablement.
• Establish operational rhythms including portfolio reviews, delivery forecasting, utilization management, implementation analytics, and continuous improvement initiatives.
• Monitor implementation portfolio health through delivery, financial, operational, and client outcome metrics.
• Oversee implementation forecasting, staffing, utilization, capacity planning, and resource allocation.
• Support Statements of Work, implementation estimates, change requests, and delivery commitments.
• Partner with PMO leadership to strengthen governance, forecasting, resource planning, and project execution.
• Provide executive reporting on implementation performance, client health, delivery risks, capacity, and emerging trends.
• Lead, mentor, and develop a high-performing team of Implementation Managers, Program Delivery Leads, Senior Consultants, and Implementation Consultants.
• Establish clear roles, performance expectations, decision rights, and accountability across the team.
• Attract, develop, and retain talent with strong delivery, technical, commercial, and client leadership capabilities.
• Build team capability through structured coaching, training, mentorship, and knowledge-sharing.
• Partner with leadership on workforce planning, hiring, onboarding, succession planning, and organizational development.
• Foster a culture of accountability, collaboration, continuous learning, innovation, and strong client focus.

Required Experience and Capabilities

Bachelor's degree in Business, Information Systems, Computer Science, Supply Chain, Retail Operations, or a related field; equivalent practical experience may be considered.

• 5+ years of progressive experience leading enterprise software, SaaS, or technology implementations.
• 3+ years of people-leadership experience managing implementation, consulting, delivery, or professional services teams.
• Proven experience leading client-facing delivery for complex enterprise customers and managing multiple concurrent implementations.
• Strong knowledge of SaaS implementation methodologies, program governance, and enterprise software deployment practices.
• Demonstrated ability to manage delivery risk, scope, timelines, budgets, resource requirements, and client expectations.
• Strong analytical, problem-solving, decision-making, and executive presentation capabilities.
• Strong understanding of data architecture, system integrations, APIs, EDI, and enterprise application ecosystems.
• Loyalty platform experience strongly preferred; familiarity with grocery, retail, or eCommerce operations is an asset.

Opening Details

• Business Unit: RewardOps
• Scheduled Weekly Hours: 37.5
• Number of Openings Available: 1
• Worker Type: Regular

More About Jonas Software

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain. Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of "Software for Life." We are committed to technology, product innovation, quality, and exceptional customer service. Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index. At Jonas we have long realized that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate to world class service to our valued clients. This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets.

If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Jonas Software we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best!!!

Jonas Software is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [e-mail] or 905-470-4600.

Jonas Software is part of a CSI group of companies.