Delivery Director

Backbase•Toronto, ON

18h

About The Position

The Delivery Director will manage projects for customers within the US Hub, acting as the face of Backbase within the Customer Success team. This role involves supervising delivery quality, steering project performance, and ensuring customer satisfaction and relationship growth. The position requires engaging customers at the executive level, presenting delivery strategies, supporting the Customer Success Team in identifying new opportunities, and occasionally assisting the Sales Team. The Delivery Director will also provide guidance to Operations Management and collaborate with R&D and technical teams to align delivery strategy with technical implementation. Ultimately, this role owns the customer's project portfolio, works with Project Managers to ensure successful implementation, and provides line management for Business Analysts, UX Designers, and Project Managers within the Hub.

Requirements

8+ years of experience in Delivery.
Demonstrated experience in the banking/financial services sector(s).
Experience in startup/scaleup environments.
Managed a program.
A Bachelor's degree.
Full professional proficiency in the English language (ILR 4 or equivalent).
Proven leadership track record (8+ years) in running implementation projects for complex, mission-critical, and high-traffic web applications on rock-solid architecture.
Pragmatic solution finder accustomed to making project trade-offs and decisions.
Strong analytical, consultancy, and communication skills (written and verbal).

Nice To Haves

Agile coach experience is beneficial.

Responsibilities

Supervising the quality of delivery with customers within the US Hub.
Steering and monitoring performance across projects.
Maintaining customer success and satisfaction.
Growing customer relationships.
Engaging customers at the executive level.
Presenting delivery strategy.
Supporting the Customer Success Team in creating new opportunities.
Occasionally supporting the Sales Team.
Providing guidance to the Operations Management function.
Collaborating with the R&D department and technical area to align delivery strategy with technical implementation.
Owning customers’ project portfolio.
Working closely with Project Managers to steer implementation toward success.
Line management of Business Analysts, UX Designers, and Project Managers within the Hub.