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    Job Details


    Calgary, Canada


    Area of Expertise

    Customer engagement, Delivery


    Post Graduate Degree (MBA preferred)


    10-14 years
    Associate Director – Delivery
    Role & Responsibilities:
    • Lead project deliveries for multiple North American customers
    • Manage customer escalations, customer requirements, projects, and expectations
    • Single Point of Contact for customers on the workforce demand, project deliverables, metrics, and escalations.
    • Conduct customer workshops and demand planning sessions
    • Resource forecast, allocation, capacity planning, utilization & optimization.
    • Weekly project status reviews with client leadership
    • Collaborate with both internal & external stakeholders across the various teams/vendors (Development, Ops, and Business Analysts
    • Report key performance indicators on a regular basis, report accurate statuses, and develop metrics and reports as needed for key stakeholders
    • Monitor project processes and recommend and implement process improvements, wherever necessary
    • Define procedures and assist to develop and maintain critical project documentation
    • Involve in all the new project/program initiations, estimation, and resource planning.
    • Identify project risks, 3rd party tool interaction, the technology used, resource dependencies, etc. during the initial phases of the project, and present a suitable mitigation strategy to meet the delivery.
    • Review and revise project plan to meet changing requirements in the project
    • Ensure compliance with Incture project standards and quality assurance procedures. Risk management – Early identification and preparation of mitigation strategies
    • Accountable to deliver support and development projects as per the signed up SLA’s and productivity commitments
    • Review and approve standard project status reports (Product Activity reports, SLA Compliance reports, SR Aging Report, etc.) for all projects
    • Recurring meetings with key contacts at Client to understand the demand pipeline
    • Translate client issues into opportunities for the development of new services.
    • Coordinate with various internal IT teams to integrate the software with the downstream/upstream systems in the process flow.
    • Monitor issues and identification of risks within projects mitigate or escalate appropriately.
    • Assessing the impact of the changes on the existing IT systems and suggesting software architectural changes to the existing systems.
    • Participate in architectural and functional reviews
    • Project planning and scheduling and responsible for the Change Management/change request process for the projects assigned