Aequilibrium is a product design and development studio with HQ in Vancouver, BC. We won several product design awards at VancouverUX, and we were voted twice among the Top 5 Best Employers in BC. We help our clients with digital transformation and innovation. We use vertical, product, and technical expertise to create remarkable experiences that drive business growth and increase customer retention and engagement. Our services include business strategy, digital product design and development.
Reporting into the CEO, the Director of Delivery will join our executive team and oversee end-to-end service delivery management, client relationship management, business development, financial management, program management, and team leadership while continuously optimizing service delivery quality levels and positive client perceptions across the entire organization.
The ideal candidate is a seasoned leader with considerable experience in customer relationship management, program management, proposal creation and pitches, program/project resource planning, and change management. This individual has experience leading teams in a digital agency / consulting organization, delivering enterprise-grade software (web, mobile, and IoT apps) for global organizations.
As an applicant of this position, you are strategically-minded in program/project planning, pricing, and active sales pitch support. A love for the latest tech is also a must. Experience with our platform partner ecosystems (like Wavetec, Forge, Adobe, or Backbase) is a big bonus.
Personal leadership is an important part of the role. You will interact extensively with colleagues and your ability to clearly communicate expectations as well as collaborate with a diverse group of individuals is key.
Within the first 90 days, you will be able to inspire confidence as the primary delivery leader for a portfolio of accounts with accountability for engagement financials, client relationships, resourcing optimization, and service delivery outcomes.
Within the first 90 days, you will have documented both leading and lagging indicators of client and contractual commercial success and have a plan to improve and optimize service delivery.
Within the first 120 days, you maintain a high level of client satisfaction by providing high quality, high value services, carefully balancing the commercial terms of the contracts and the needs of the clients.
Within the first 120 days, you are adept at managing client interactions, meetings, issues, escalations and risks so that you can also create and execute plans for continuous improvement and innovation initiatives.
Within the first 180 days, you will have developed strong, trusted relationships with clients and partners by helping them achieve their goals through driving business outcomes via value-added services.
Within 180 days, you are integral to helping the Marketing, Business Development, and Sales teams actively seek potential new clients for Aequilibrium, while also promoting organic growth within existing engagements.
Developing, structuring and pricing complex solutions that can include outsourcing, managed services, partner solutions, IP based solutions, application development, application management, systems integration, IT infrastructure/architecture and other related services.
Use your leadership skills to drive the achievement of business and strategic goals as well as meet or exceed budgeted revenue and margin targets for your portfolio of accounts. In addition, develop and achieve forecasts, optimize team utilization, and create quarterly and annual account plans and budgets.
In coordination with our recruitment team, ensure the assignment, recruitment and career development of team members in line with client needs/market evolution/macroeconomic indicators.
Provide leadership, mentoring, training and coaching to team members and assist them in completing their delivery work efficiently and productively.
Skills and Experience:
University degree in business, computer science, engineering or another suitable discipline.
10+ years relevant experience, including at least 5 years in managing and guiding teams with project managers, business analysts, and other professional and technical resources. This experience should include project scoping activities with potential clients, capacity and demand planning, pricing, and resource balancing and optimization within teams and across multiple projects.
Strong background in IT project and/or service delivery, coupled with a PMP and/or CCMP is highly desirable.
You care deeply about creating lasting relationships with clients.
Excellent communicator - for both internal external audiences, and can articulate a track record of cross-functional team successes.
Proficient oral and written communication skills. Collaborates well in cross-functional team environments. Sensitive to clients’ needs, can develop warm client relationships.
Change agent with prior experience planning, developing, and introducing process, technology and culture changes to organizations and teams.
Highly developed problem solving, negotiation and conflict resolution skills for managing diverse and complex issues, which require the need to balance internal priorities, resources and client expectations.
Considerable experience with making decisions based on ambiguous and/or missing information and still make effective decisions.
A strategic thinker that can identify business growth opportunities and optimize operational processes.
Bachelors or Masters degree in Computer Science/Engineering or a related field, or equivalent professional experience;
Speed. That’s something we’re known for around here. We work fast. Really fast. Our team uses agile methodologies and Lean Startup principles to deliver our clients’ projects before the competition. Aequilibrium is a digital product agency that brings together product managers, designers and developers dedicated to creating winning web, mobile and IoT solutions. We plan, design, architect and build technology platforms and products—delivering remarkable technology solutions for both established companies and well-funded startups.
Aequilibrium is trusted with highly sensitive information. Upon joining our team, you will be asked to undergo security screenings including a criminal record check.
Learn more about our team: aequilibrium.com/careers
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Anchor | BetaKit | Business in Vancouver | VancouverUX
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