Manager, Service Delivery

National Society for Black Engineers; Montreal; Remote; CAD 80,000 - 120,000; Full time

Job summary

A leading company in public safety technology is seeking a Service Delivery Manager to lead a team responsible for implementing and adopting their suite of products. This role involves team leadership, project management, and collaboration with stakeholders to ensure successful deployments and customer satisfaction. Join us to make a lasting impact in the field of public safety technology!

Qualifications

• Proven experience in managing teams and leading projects.
• Comfort with basic networking concepts and mobile applications.
• Relevant professional experience in SaaS environments.

Responsibilities

• Guide and develop the Service Delivery Team.
• Lead complex product deployments and stakeholder collaboration.
• Facilitate training for customers and subcontractors.

Skills

Leadership

Project Management

Technical Acumen

Self-Motivation

Education

Bachelor’s degree in Management, Business or Information Technology

Job description

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As the Service Delivery Manager, you will be instrumental in leading a dedicated group of professionals responsible for the successful implementation and adoption of Axon Enterprise’s suite of products, including (but not limited to) Axon Evidence and associated software solutions and hardware sensors. Your leadership will ensure that the team effectively meets client needs and maximises the value of our technology, while fostering a culture of excellence and collaboration.

Location : Remotely from Canada

Reporting to : Director, Professional Services, Commonwealth

Number of Reports : 6

What You'll Do

• Team Leadership : Guide, mentor, and develop the Service Delivery Team, fostering a collaborative and high-performance culture. Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team skills and knowledge.
• Resource Management : Effectively manage team resources, ensuring optimal allocation and utilization of skills and expertise to meet project demands. Monitor team workloads and provide support to balance priorities.
• Complex Deployments : Lead and manage a team responsible for executing complex, enterprise-grade product deployments. Provide strategic oversight across change management activities, technical presentations, solution demonstrations, and technical workshops, ensuring alignment between client partners and internal stakeholders.
• Stakeholder Collaboration : Work closely with business and IT leaders to define the vision, scope, and delivery timelines for project deliverables. Ensure that project milestones and deadlines are met, and that all documentation supports project scope and customer acceptance for revenue recognition.
• Technical Expertise : Maintain a deep understanding of Axon products and services, ensuring the team successfully installs, configures, and tests solutions, including interview rooms, in-car video systems, activation devices, and body-worn cameras.
• Training & Knowledge Transfer : Facilitate training for customers and subcontractors on the installation and use of solutions. Promote knowledge transfer within the team and across the organisation to enhance collective expertise.
• Feedback & Documentation : Document customer feature requests and issues, providing critical feedback to sales and product management teams for continuous improvement.
• Strategic Planning : Contribute to the strategic planning of the Service Delivery Team, identifying opportunities for process improvements, resource enhancements, and service offerings.
• Additional Responsibilities : Perform other duties as required, adapting to the evolving needs of the business.

What You Bring

• Leadership Experience : Proven experience in managing teams, with strong leadership skills to guide and develop talent in a dynamic environment.
• Specialised Knowledge : Proven operating experience in areas such as Digital Video, Mobile Communications, or SaaS.
• Project Management Skills : Experience in project management and resource tracking, with a strong understanding of software / hardware testing and implementation.
• Technical Acumen : Comfort with basic networking concepts and mobile applications, combined with the ability to troubleshoot effectively.
• Industry Insight : A solid understanding of the company's solutions and products, including their strengths, weaknesses, opportunities, and threats.
• Self-Motivation : Ability to work independently with a sense of urgency and attention to detail, while maintaining open communication with all involved teams.
• Project Management Excellence : Demonstrated ability to implement, drive, and track multiple simultaneous projects, with strong problem-solving skills.
• Willingness to Travel : Availability to travel (30%) within Canada, with occasional international travel.
• Educational Background : Bachelor’s degree in Management, Business or Information Technology, Information Systems, or applicable Technical Engineering (Computer Science, Software Engineering, Software Development).
• Professional Experience : Relevant professional experience contributing to similar technology projects or programs, particularly in SaaS environments.

Join us as we lead the way in public safety technology! Apply today to be a vital part of our Professional Services team and make a lasting impact.

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail] . Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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