Delivery Practice Manager

What will you work on?

Reporting to the Director, Professional Services, the Delivery Practice Manager provides effective project / program oversight for one or more strategic accounts.

In this billable role, the DPM works closely with the customers, the Services Client Partner, the Customer Success Manager, and the Systems Integrator to ensure the overall success of the implementation of Clariti solutions and is a significant contributor to the overall success of the customer relationship.

The DPM is responsible for ensuring that effective Program Governance is established for each account and is the primary point person from delivery aligned to the customer executives throughout the services lifecycle, from sales support through implementation and post-go-live.

In addition to delivery support, the DPM will collaborate with the Services Client Partner and the Customer Success Manager to position additional Clariti Services to support the customer's success.

The DPM is a senior leader within the Clariti Professional Services organization and is responsible for building a team of up to five Engagement Managers / Project Managers.

As their manager, you will provide guidance, coaching, and support to influence successful outcomes for all projects within your portfolio.

As a Delivery Practice Manager at Clariti, you’ll get to :

• Oversee the high-quality delivery of all engagements within the assigned portfolio with partners and customers.
• Analyze and execute on strategic projects, building consensus among stakeholders, ensuring alignment of project tactics with corporate strategy and communicating project goals and values at a strategic level.
• Manage the overall services relationship between strategic customer, partner, and Clariti during transformations, building credibility and trust from sales support through implementation and post-go-live.
• Ensure that projects / programs are delivered on time, within budget and with the highest levels of customer satisfaction.
• Implement effective delivery mechanisms, including centralization, to decrease effort and increase speed for our customer to achieve their business outcome.
• Drive a consistent customer project and delivery experience through our Engagement Manager community.
• Assist the Clariti sales team in closing deals by defining the strategy and value proposition and providing oversight during the deal pursuit.

This entails closely aligning with partners and system integrators.

• Attract, onboard, and develop top talent to build a high-performing team of Engagement Managers to meet high demands at scale.
• Provide coaching and mentoring for the Clariti project team.
• Document and use completed projects and inclusive lessons learned to educate the entire Professional Services team.

What you bring to the team?

• Bachelor's degree (or equivalent experience)
• 10+ years of services delivery experience, including services management experience
• 7+ Years of program management experience, including PMP certification
• Exceptional executive communication and client relationship-building skills
• Must have experience delivering software in large Enterprise environments (preferably public sector Tier 1 and Tier 2 communities, or private sector Fortune 100)
• Must have superior project financials business acumen (forecasting, allocated revenue, etc.)
• Adept in large corporate organizational change management & strategies
• Leadership experience in large transformation programs
• Ability to navigate presales
• Systems Integrator experience
• Track record of achieving revenue and margin goals while managing multiple client projects of meaningful scope and duration
• Proven ability to build trusted relationships at the client-executive level
• Ability to effectively manage and resolve client escalations
• Ability to travel within Canada and to the US about 30%-40%

Why join Clariti?

Our Commitment to ED&I

At Clariti, we’re on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength, and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success.

We’re working to create a workplace and team that is as diverse as the communities we serve, and we aim to provide an environment that allows every person to bring their whole and authentic self to work every day.

Curious how we’ve been working on this? Reach out to our People & Talent team and we’d be happy to share more details on the workshops, policies, and processes that we have both in place today, and in the works for the future.

We are inspired by the unique contributions and insights of our team members, and are invested in continuously improving our employees’ experiences as we grow.

We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team :

100% remote-first’ Work Environment - our people are our greatest asset, and everyone requires a different environment to do their best work.

To maintain flexibility in our workstyles and locations, our team works remotely - currently across Canada and the United States

Flexible Work Hours - everyone on the team works a typical 8-hour workday, however as we span various timezones, we have defined core hours for collaboration from 9am-2pm (PST).

Outside of that window, we recognize that everyone has busy and diverse lives, so we encourage our team to be flexible in their schedules for work based on their personal needs and preferences

• Competitive Total Compensation - we recognize the valuable contributions and hard work of our team, and reward them for it!
• Personal Time Off (PTO) - we recognize the need for recreation, and to ensure that all employees are taking adequate rest, we offer our team 29 days of paid time-off (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days)
• Comprehensive Extended Benefits package - including coverage for medical, dental and vision - starting on day one!
• $500 Annual Wellness Spending Account - (prorated based on start date) for team members' personal health and wellbeing
• An Annual Professional Development budget, and high potential for growth and continuous learning
• Team Building Initiatives - in partnership with leadership and our People & Talent team, we have a culture committee who regularly host events and activities to support team socials and engagement
• Onboarding & Quarterly WFH budget - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable
• Tech Tools and Stack - we provide the team with a Mac (or PC where necessary), and for regular collaboration and day-to-day work management, we use Google Workspace, Zoom, Slack, Confluence / Jira, Lattice, Rippling and Greenhouse

Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team.

We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation.

Questions? Ask us - we're here to help.