(Remote) Director of Technical Services

In the bustling heart of our operations, as the Technical Services Director, you'll be the mastermind behind turning visionary technical implementation into reality. Reporting directly to our esteemed Vice President of Professional Services, think of yourself as the maestro of a grand orchestra, coordinating each section to produce a harmonious and triumphant finale.

Your role goes beyond just planning; it's about crafting a vivid vision, garnering the best resources, and leading a dedicated team with precision and passion. Every implementation you helm is a story waiting to be told, with its challenges and triumphs. You'll be there to ensure every chapter unfolds flawlessly, ensuring quality shines and stakeholders stay in the loop.

Through the twists and turns of each implementation's journey, your clear communication, keen oversight, and commitment to excellence will keep us on track and inspire those around you. So, are you ready to be the driving force behind our next big success? Let's craft brilliance together!

This remote role welcomes candidates anywhere in Canada and the US. Up to 50% of travel in North America is required for this role. A valid passport is required for the travel.

What your impact will be: 

Determination 

• Adopts an energetic approach. 

• Works towards goals and willingly tackles demanding tasks. 

• Demonstrates capacity for sustained effort and hard work over long periods of time, even in the face of adversity. 

Strategic Approach  

• Develops a strategic plan to realize the vision. 

• Revises strategy considering changing circumstances. 

• Takes a long-term view of organizational success. 

• Works to clarify long term organizational goals. 

• Able to stand back from immediate problems to focus on more far-reaching ideas. 

Resilience  

• Stays calm and controlled under pressure. 

• Maintains a consistent level of activity and performance when placed in tense situations. 

• Can deal with ambiguity without getting disconcerted.

Customer Focus 

• Strives to provide customers with personalized and efficient service. 

• Listen and understands customer needs and conveys then back to the organization to take appropriate action. 

• Quickly follows up on customer concerns and deals with them in a professional and efficient manner. 

• Monitors and acts on measures of customer satisfaction. 

Results Orientation  

• Focuses strongly on achieving agreed upon outcomes and ensures that key objectives are met. 

• Has a reputation for execution and delivery. 

• Conveys a sense of urgency and drives issues to closure. 

• Aims to improve upon past performance. 

• Establishes aggressive personal targets and strives to achieve / exceed them. 

Responsibilities  

• As a director, represent the function internally and externally as appropriate across a range of stakeholder. 

• Be a visible role model in line with our values and behavior. 

• Evolve and scale technical service (i.e., people, process, systems, and tools) to deliver a best-in-class customer experience while building an effective and efficient implementation methodologies. 

• Collaborate with the sales team in providing proposals, technical documentation, and other materials required for the sales process. 

• Collaborate with PMO to achieve project delivery success metric by leading consulting, and implementation services to our customers, overseeing resource management, operational success metrics. 

• Champion the quality of technical services, and secure target levels of customer satisfaction.  

• Research and implement new initiatives and continuous improvement strategies to drive lower implementation costs while maintain delivery excellence for our customer. 

• Promote employee engagement through management of resources, including the attracting, hiring and retention of personnel.

What we are looking for: 

• 10+ years' experience in the Technology Services industry building/implementing software solutions
• Undergraduate or Graduate degree in Computer Science or equivalent
• 3+ years of previous experience scaling and managing high-performing delivery team  
• Strong analytical, problem solving and organizational skills
• Excellent Leadership, collaboration, organizational and communication skills  
• Excellent analytical and problem-solving skills
• Ability to deal with the ambiguity associated with working in a fast-paced and changing environment. 
• Self-motivated , strong work ethic
• Proven leadership skills and the ability to motivate a team
• Demonstrated achievements through managing technical, cross-functional professional services teams (e.g., consulting, implementation, pre-sales)
• Highly motivated and driven to improve software engineering processes and operational efficiency
• Experience with projects in the Utilities sector would be an asset but is not required

Travel: 

50% in North America. A valid visa or passport is required. 

What we can offer:

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

About Globys:

At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world’s largest telecom carriers, including AT&T, Lumen, One.NZ , TELUS, and Telstra. Via their carrier, business customers rely on Globys’ solutions to enable and optimize the bill presentment, analysis and payment processes for their telecom devices and expenses. Our Integrated B2B Portal Solution employs a unique approach by bringing together a carrier’s existing data systems and is designed and tailored specifically to the needs of the business user. We know the complexities of carriers and their end-user business customers and are industry-leading experts at tackling them head-on to transform the digital experience for both.

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