Senior Delivery Manager

Compugen Inc; Ontario; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading technology company in Canada is seeking a Senior Delivery Manager to oversee service delivery activities for customer accounts. The role demands strong management and leadership skills, with a focus on ensuring exceptional customer experiences and aligning services with business goals. The ideal candidate will have extensive experience in IT service delivery and a passion for customer success.

Benefits

Fast-paced, challenging work environment

Culture valuing authenticity and diversity

Participation in Women in Technology Network

Community involvement opportunities

Supportive, collaborative team

Remote / hybrid work options

Work / life flexibility

Qualifications

• 8+ years of management experience.
• 5+ years of relevant contract management experience.
• Experience delivering services to government organizations preferred.

Responsibilities

• Serve as the single point of contact for service delivery.
• Monitor service performance and ensure SLAs are met.
• Develop strategies to elevate customer success.

Skills

Management

Leadership

Customer Experience Strategies

IT Service Delivery

Analytical Skills

Education

ITIL Certification

Job description

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About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations deliver experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview : The Senior Delivery Manager will be responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Delivery Manager, regardless of whether the staff involved report directly to the DM or are leveraged from other groups. The Delivery Manager is responsible for the quality of service to the customer and has the authority to resolve administrative, scheduling, resourcing, backup, and replacement issues.

The Senior Delivery Manager has increased responsibility for account strategy in collaboration with the account executive and creating unified service delivery models that remove barriers, ensure exceptional customer experiences, and elevate customer success. Thought leadership and a passion for growth make the Senior Delivery Manager a true Tech Ally to our customers.

Key Responsibilities :

• Serve as the single point of contact between the Compugen delivery organizations and the Customer Success organizations regarding service delivery.
• Understand Compugen services offerings and capabilities to participate fully in a successful partnership with the Sales Account Executive.
• Utilize best-practice project management, service delivery management, and administrative resources, tools, and processes based on solution requirements and existing capacity.
• Ensure requirements for metrics collection are met within the delivery organizations.
• Ensure all Service Level Agreements (SLAs) are met between provider and customer.
• Monitor service performance, identify areas for improvement, and take necessary actions to maintain service quality.
• Collaborate closely with customers to ensure staff meet performance expectations and implement requested changes promptly.
• Build and sustain effective communications to maximize customer satisfaction.
• Engage with stakeholders, understand their business goals, and align services accordingly to enhance customer success.
• Act as a key escalation point for customer issues.
• Advocate for customer needs, communicate feedback to relevant teams, and collaborate on solutions.
• Develop and implement strategies to elevate customer success and demonstrate value.
• Manage customer contracts to ensure scope and execution alignment, updating through change management processes.

Skills & Qualifications :

• 8+ years of management experience.
• 5+ years of relevant contract management experience.
• ITIL Certification.
• Experience delivering services to government and / or election-related organizations is preferred.
• Strong understanding of IT service delivery and customer requirements.
• Proven ability to develop and execute customer experience strategies.
• Knowledge of statistical, analytical, and financial principles.
• Ability to interact successfully with business and IT teams.
• Leadership skills with direct and indirect reports.
• Good infrastructure understanding; technical skills are an asset.

What Compugen Offers You :

• Fast-paced, challenging work environment
• Culture valuing authenticity and diversity
• Participation in Women in Technology Network
• Community involvement opportunities
• Supportive, collaborative team
• Remote / hybrid work options
• Work / life flexibility

Equity Statement At Compugen, we are committed to diversity, equity, and inclusion, actively recruiting from all groups. We provide accommodations upon request during the recruitment process. Everyone deserves a seat at the table, and our People & Culture team will work with you to meet your needs.