The Role
Lead a service delivery team for enterprise clients, manage processes, forecasting, utilization, hiring/onboarding, and escalations. Ensure delivery quality, collaborate with account teams, drive solution innovation and financial accountability, and maintain strong client relationships to support strategic IT projects.
Summary Generated by Built In
Long View. A career that helps you get more out of life.
A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work!
Are you passionate about solving business needs with both people and technology? Do you want to work with a team that represents industry-leading capabilities supporting dynamic global organizations?
We are looking for a dynamic and results-focused Manager, Client Success for our Toronto branch who will oversee a key projects service delivery team to enable and ensure the success of highly strategic client projects! This is a stakeholder facing role and requires that you establish and manage processes at a high standard, drive the consulting team to achieve those expectations, and engage effectively with clients to understand and address their needs.
A Day in the Life:
- People
- Work with the service delivery team to ensure service delivery meets the expectations of our enterprise clients
- Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed
- Work with the recruitment team to create accurate job requirements and collaborate throughout the hiring process to achieve successful and high-quality hires
- Ensure that new team members are properly on-boarded and role expectations are clearly understood
- Remove barriers and roadblocks to help team members complete their work
- Facilitate a constructive and supportive quarterly Career Life Planning (CLP) experience
- Act as the owner of the change and escalation processes, ensuring high levels of performance, reporting accuracy and establishing delivery improvement activities when required
- Business
- Ensure accurate forecasting
- Attention to and tracking of timesheets, vacation requests, and training
- Consistent, effective reporting on your business
- Manage your team’s utilization and work with the resource management team to meet current project resource demands and plan for future growth in client projects
- Act as a Long View ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
- Drive solution innovation within your team aligned to client and market demands
- Clients
- Effective engagement with Account Teams to support client requirements
- Point of escalation for clients
- Establish and maintain strong relationships with key clients in order to understand their business and how to best support them
What You Bring:
- 15+ years of experience in a consulting or professional services environment, with 10 of those years being in a managerial role that included full financial accountability
- Proven experience in leading IT professional services delivery: managed IT services, business transformation, security, and cloud adoption across all major public cloud providers
- An understanding of Agile projects, enterprise architecture frameworks (TOGAF, Zachman)
- Expertise to guide clients through ERP implementations (MS Dynamics 365), from analysis and design to deployment and ongoing improvement
- Exceptional leadership with proven ability to lead large teams and the willingness to mentor junior staff
- Strong financial acumen, with experience managing complex budgets in excess of $8MM annually
- Passionate about customer satisfaction and service improvement
Why Work at Long View?
- Great people and culture
- Interesting work – Be part of exciting projects while accessing all the latest technologies
- Flexible environment – A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness
- Fun is one of our core values
Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!
Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.
Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.
Skills Required
- 15+ years of experience in a consulting or professional services environment, with 10 years in a managerial role including full financial accountability
- Proven experience leading IT professional services delivery: managed IT services, business transformation, security, and cloud adoption
- Understanding of Agile projects
- Familiarity with enterprise architecture frameworks (TOGAF, Zachman)
- Expertise guiding clients through ERP implementations (MS Dynamics 365), from analysis and design to deployment and improvement
- Proven ability to lead large teams and mentor junior staff
- Experience managing complex budgets in excess of $8MM annually
- Passion for customer satisfaction and service improvement
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The Company
What We Do
Long View is one of the most powerful IT solutions and services companies in North America with offices across the continent. With a clear focus on combining business and technology through our Hybrid IT solutions including cloud, IT infrastructure, managed services, and end user support, Long View is able to define and customize what the future of IT looks like for our clients. Innovative, flexible, cost-effective, and business focused…that’s Long View.
