When you’re passionate about what you do and where you work, the rest comes easy. That’s the culture at Central 1 Credit Union, and that’s precisely what we’re looking for from you. Supporting nearly 150 member credit unions across British Columbia and Ontario, we’re the backbone of the credit union system in both provinces – taking care of everything from online services and product development, to payment processing, trade association services and more.

Our team of over 600 employees represent some of the most innovative, passionate individuals you’ll ever meet; people who honestly care about the organization, its members and each other. In other words, people who love what they do.

Working closely with clients and internal teams across the organization the Director of Delivery, leads, inspires and empowers a team who oversees and executes Central 1’s Direct Banking and Payments client project pipeline, including complex change requests and large projects.  In this role, the Director sets the strategic direction for the group, promotes an environment that creates strong team engagement, and champions a consultative approach to service delivery while ensuring client satisfaction levels are achieved.

SPECIFIC ACCOUNTABILITIES:

•  Lead and continuously improve the Service Delivery framework for end-to-end client change requests and projects. 

• Plans, organizes, manages and controls the end-to-end Service Delivery to clients in accordance with department client satisfaction goals. 

• Plans and manages project activities for a portfolio of client service requests and client projects, involving multiple departments and disciplines. Sets performance objectives of the department, allocates resources and manages performance and quality of results.

• Develops and controls the department budget.

• Develops and implements operational and business policies, standards, systems, processes and best practices.  Resolves planning and implementation issues. 

• Creates a positive and engaging work environment for staff.

• Plays an important role in the management of relationships with key clients and strategic partners

• Hires and manages staff, conducts performance evaluations, deals with performance issues and develops staff training and development plans.  

• Maintains current knowledge of Central 1’s family of products, application functionality and the high level architecture of Central’s hosting environment.

• Performs other duties as required to deliver exceptional service and to support Central’s business goals.

A university degree in business, computer science, engineering or other suitable discipline.  6-10 years relevant experience, including at least 5 years in managing a section or department with project managers, business analysts and other technical resources.  This experience should include capacity and demand planning and procedures to ensure client project workload is planned for with other teams across the technology group.   A strong background in IT service delivery, coupled with a PMP is highly desirable.

• 5+ years in IT service delivery, preferably in a SaaS environment
• A master communicator and cross-team player.
• A change agent with prior experience planning, developing and introducing process, technology and culture changes to a large team
• 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.
• Excellent client management and team leadership skills.  The Director of Delivery plays an important role in the management of relationships with key clients and strategic partners. Hands-on and enthusiastic about getting involved in the detail.
• Previous experience managing a budget of at least $5m.
• Ability to adapt easily to changing priorities and business needs.
• Developed ability to make decisions based on ambiguous and/or missing information and still make effective decisions.
• Ability to think strategically and identify opportunities to increase business and improve operational efficiencies.

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements and ample vacation time.

Reporting to: AVP, Product Management
Grade: J

Date Posted: April 30, 2018

Internal Applicants must apply by: May 8, 2017

Central 1 is committed to diversity and inclusion. If you have a request for accommodation, we will work with you to meet your needs.

*Unsolicited resumes from vendors will not be accepted for this or any position at Central 1*