Senior Program Director

Jolera Inc.; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

A leading IT service provider in Toronto is seeking a Senior Program Director to spearhead customer relationship management and strategic IT planning. The role involves collaboration with stakeholders, overseeing technology initiatives, and ensuring alignment with business objectives. Ideal candidates will have extensive experience in IT service management and a proven record of driving business transformation. This position offers a competitive salary, hybrid working opportunities, and a commitment to diversity and inclusion.

Benefits

Competitive salary and benefits

Hybrid / Remote opportunity

Opportunities for professional growth

Qualifications

• 10+ years of relevant IT experience, with 5+ years in a leadership role.
• Proven success in business transformation and IT strategy.
• Advanced knowledge of ITIL best practices.

Responsibilities

• Manage customer relationships and oversee technology projects.
• Ensure alignment of IT strategies with business goals.
• Act as a trusted advisor to key stakeholders.

Skills

IT Service Management

Communication

Customer Relationship Management

Business Transformation

Strategic IT Planning

Education

Academic background in business administration, sales, marketing, or a related field

Job description

Position Overview

Reporting to the Senior Director of Program Delivery , the Senior Program Director will spearhead the management and development of customer relationships within a designated portfolio of accounts. Acting as a trusted advisor to key stakeholders, this individual will safeguard and strategically grow Jolera’s presence, while also taking on Virtual CIO responsibilities – from pre‑sales through to full‑scale delivery and execution.

Ideal candidates will possess a solid foundation in IT Service Management , exceptional communications capabilities and a demonstrated history of achieving customer success. This is a senior‑level role for a results‑driven professional capable of blending a strong customer focus with sound business acumen and technical proficiency. A significant part of this role involves helping customers align technology solutions with their overarching business objectives and leading transformative strategies that drive organizational change. Extensive background in large‑scale private equity transformations—particularly in sophisticated manufacturing environments— is highly preferred. Frequent travel across Canada, the USA and Europe is required.

Key Responsibilities

Customer Technology Leadership & Stewardship

• Collaborate with Jolera Operations, Architects and Leadership teams to anticipate and respond to customer technology needs.
• Conduct strategic technology planning sessions with key customer stakeholders to ensure alignment with business goals.
• Provide consistent, proactive updates to both internal teams and customers, tracking and managing technology initiatives.
• Maintain a holistic overview of each customer’s current IT landscape and work with them to map out an ideal technology future state.
• Partner with senior customer executives to define and drive robust IT Strategic Plans that support targeted business outcomes.
• Oversee customer onboarding, technology projects and other strategic undertakings, ensuring smooth coordination between Jolera teams and customer stakeholders.

Customer Administration & Business Support

• Manage customer agreements, including negotiation and renewals.
• Address and resolve customer concerns proactively, focusing on solution‑driven actions.
• Oversee invoicing, reporting and financial administration to guarantee accuracy and punctuality.
• Ensure the CRM system is consistently updated with comprehensive customer data, including contacts, opportunities and contracts.

Customer Relationship Management & Development

• Establish and foster strong relationships with key customer executives, becoming the primary contact for IT strategy and service‑related inquiries.
• Lead strategic customer engagement by collaborating with internal teams to meet and exceed customer needs.
• Maintain productive relationships with third‑party vendors and partners, ensuring alignment with customer requirements.
• Stay informed of customer business developments to proactively identify and address emerging needs.
• Ensure continual engagement by issuing timely invitations to events, acknowledging special occasions and offering personalized gestures of appreciation.

Senior Leadership Responsibilities

• Serve as a senior advisor, providing thought leadership on IT strategy, business transformation and organizational change management.
• Demonstrate executive presence and articulate complex IT concepts for both technical and non‑technical audiences at all organizational levels.
• Champion the incorporation of business transformation and change management principles in client engagements, particularly within large, multifaceted settings.
• Mentor junior team members to cultivate a high‑performance, customer‑centric culture.
• Drive innovation and ongoing enhancements to both internal operations and customer solutions.

Requirements

• 10+ years of relevant IT experience with at least 5+ years in a senior leadership or director role, managing customer accounts and delivering strategic business outcomes.
• Proven success in business transformation, change management, and strategic IT planning for large, complex organizations—experience in manufacturing or private equity is especially beneficial.
• Advanced knowledge of ITIL and IT Service Management best practices.
• Proficiency in sales and negotiation, with a history of growing revenue and boosting customer satisfaction.
• Excellent communication and presentation skills suited for engaging with executive leaders and building strong customer relationships.
• Strong organizational and time‑management skills, capable of overseeing multiple strategic initiatives simultaneously.
• Thorough understanding of IT systems and infrastructure, supporting effective collaboration with technical teams and clients.
• A customer‑centric mindset that balances client needs with company objectives to drive measurable results.
• Demonstrated ability to influence key stakeholders, manage large‑scale projects, and navigate complex decision‑making environments.
• High degree of resourcefulness and a solution‑oriented approach to problem‑solving.
• Academic background in business administration, sales, marketing, or a related field.
• Willingness and ability to travel throughout Canada, the USA, and Europe as necessary.

What We Offer

• Hybrid / Remote opportunity.
• A competitive salary and benefits package that appreciates your worth.
• Perks that make every day a bit more special.
• Opportunities for professional growth and development that will push your career to new heights.

At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.