Senior Engineering Manager, Custom Development Services

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. 

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

General Description:

Major Responsibilities (How Will I Make an Impact?):

This role is accountable for managing a revenue generating, Custom Development Services team that delivers innovative solutions and exceptional customer experience to our client base. 

Performance and People

• You are passionate about people leadership.   
• You will manage a team of Front End Web Developers and Full Stack Software Developers 
• You will coach and provide opportunities to grow their skills, provide career path opportunities, give regular feedback, and create a collaborative and open environment.  
• You will create and manage a web of internal team relationships and look for opportunities to collaborate and knowledge share between your team, and groups such as Product Management, Product Development, Sales, and other Services teams.  
• You will work closely with Product Management and Product Development to evolve and align to D2L SDK practices 

Clients and Projects

• Clients are of utmost importance to you.   
• You will act as trusted client-advocate within the D2L organization by helping assigned clients design and build extensible platform solutions 
• You will provide consulting in a pre-sales capacity to support scoping, pricing and pitching new opportunities 
• You will provide agile development leadership to drive successful completion of client engagements for your team 
• You will build and maintain positive relationships and encourage open dialogue and feedback with clients.  
• You will act as a leadership sponsor and escalation point for customers, representing Services leadership with customer executives. 
• Your efforts will drive toward achievement of a 95%+ average CSAT score with our clients. 
• You will represent Services leadership internally with executive level communication regarding individual project and overall portfolio health. 

Departmental and Revenue

• You are focused on delivering business results.   
• You are responsible for forecasting and revenue delivery against plan services revenue. 
• You are responsible for budget adherence across our entire portfolio projects and driving billable utilization in the team to achieve 40%+ margin. 
• You are responsible for driving a maintenance revenue stream and ensuring quality + profitable delivery of solution maintenance against delivered solutions. 
• You will be responsible for managing, planning, and reporting on projects and business metrics for the team, including financial, customer satisfaction, and projects success.  
• You will establish a cost effective scalable partner network to ensure a quality elastic supply network is available to ensure capacity is not a limiting factor to revenue delivery. 

Solutions & Offerings

• You will drive innovation and continual improvement within the department. 
• You will partner cross functionally to support GTM readiness for new offerings. 
• You will work with teams across Services & broader D2L to bring new solution offerings to market based on feedback from the team and clients.  
• You will identify opportunities to standardize and productize custom solutions for re-sale.
• You will proactively look for opportunities to grow the business and provide value to existing clients and prospects through new and improved capabilities and practices across the team.

Competencies (What you’ll bring to the role):

• Strategic Planning: Developing and executing strategic plans for the department, aligning with overall company objectives. 
• Client Relationship Management: Building and maintaining strong relationships with clients, understanding their needs, and ensuring high levels of customer satisfaction. 
• Team Development: Mentoring and developing team members, fostering a culture of continuous learning and professional growth and career progression. 
• Financial Management: Budgeting and financial oversight of the professional services department, monitoring expenses and revenue to achieve profitability. 
• Problem-Solving: The ability to analyze complex issues and provide effective solutions to challenges that may arise during project delivery. 
• Business Development: Identifying opportunities for business growth, working with sales teams to develop proposals, and contributing to the expansion of the client base.  
• Industry Knowledge: In-depth knowledge of the industry, market trends, and best practices in professional services. 
• Customer Focus: Putting the client's needs first and ensuring that all services provided align with the client's goals and expectations. 
• Team Collaboration: Encouraging collaboration and cross-functional teamwork among different departments within the organization. 
• Quality Assurance: Ensuring the quality of service delivery and adherence to established standards and best practices.

Suggested Qualifications/Experience:

• A bachelor's degree in a relevant field such as web development or software engineering.
• Minimum 3 years of experience in people leadership with progressive experience managing web and full stack software development teams.
• Minimum 5 years in a client facing / custom development / services environment.

This position is to fill an existing vacancy

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:

• Impactful work transforming the way the world learns
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.