Director, Client Implementations

Verto Health•Toronto, ON

2d•CA$150,000 - CA$180,000•Remote

About The Position

As the Director, Client Implementations, you will own Verto's client project portfolio and the successful implementation of our solutions across our healthcare clients, from hospitals and health systems to enterprise partners. You will lead a team of project resources while directly overseeing our largest and most complex enterprise programs. You will chair the Enterprise Project Management Committee (EPMC), owning project intake, approvals, planning, and ongoing portfolio monitoring, and will serve as the process owner for the project implementation process, ensuring consistent, high-quality outcomes across the organization. This role requires a leader who can move comfortably between executive client engagement, hands-on program leadership, commercial management, and portfolio oversight.

Requirements

Bachelor's degree in Health Sciences, Health Administration, Business, or a related field
8+ years of experience in clinical, health informatics, or technology-driven healthcare environments
5+ years of experience managing complex ICT technology implementations, preferably in healthcare
Strong understanding of clinical workflows and healthcare operations
Working knowledge of healthcare interoperability standards, including HL7 and FHIR and Canadian healthcare privacy legislation, including PHIPA and PIPEDA
Strong knowledge of project governance, risk management, and program evaluation, ideally including portfolio management or PMO leadership.
Extensive experience managing and leading cross-functional teams
Experience with organizational change management and large-scale transformation efforts
Strong leadership and team development skills, with the ability to manage multiple high-priority initiatives simultaneously
Proven ability to build trust with senior executives and navigate complex stakeholder dynamics
Strong commercial management of client engagements, including budgeting, forecasting, contracts, and statements of work.
Strong comfort with technology, including understanding technical concepts, product functionality, and system integrations
Exceptional communication, negotiation, and presentation skills

Nice To Haves

Master's in Health Informatics, Business Administration, or an equivalent advanced degree
PMP (Project Management Professional) certification is an asset

Responsibilities

Build and nurture long-term, trusted relationships with senior executives across our healthcare clients, from hospitals and health systems to enterprise partners
Serve as a senior point of contact for clients, providing delivery leadership and resolving complex issues
Contribute to business development activities, including proposal writing and presentations
Partner with account managers and sales resources to ensure smooth transitions from sale to implementation and alignment across the client lifecycle
Directly lead the delivery of Verto's largest and most complex client programs and implementations, coordinating multiple projects and workstreams to achieve strategic objectives
Establish and maintain appropriate project governance for enterprise clients, ensuring alignment between project execution and client objectives
Proactively identify, escalate, and mitigate risks and issues that could impact project timelines, scope, or outcomes, ensuring both project teams and clients are well-supported
Act as the senior change agent, guiding clinical and project stakeholders through change management with a focus on minimizing disruption and maximizing adoption
Own Verto's client project portfolio, including enterprise implementations and strategic client initiatives, with accountability for portfolio health, prioritization, and delivery outcomes
Chair the Enterprise Project Management Committee (EPMC), leading project intake, approvals, planning gates, and ongoing project monitoring
Develop and report on key portfolio metrics to the VP and executive leadership, including status, risks, resourcing outlook, and delivery performance
Serve as the process owner for the project implementation process, ensuring it is documented, maintained, and consistently followed across the team
Lead audit activities related to the project implementation process, including preparing documentation, demonstrating compliance, and implementing corrective actions during internal and external audits (e.g. ISO certification)
Continuously improve and standardize project management and implementation processes to support consistent, high-quality delivery
Lead, coach, and develop your direct team of implementation resources
Provide day-to-day project leadership to cross-functional team members, in coordination with their respective leaders, to ensure project success and delivery excellence
Set clear performance expectations, provide coaching and feedback, and support career development across the team
Monitor and adjust team work plans to prioritize key objectives, balance workload, and ensure successful delivery
Partner with leaders across engineering, product, data, and other functions to forecast resource needs and effectively staff projects
Lead capacity planning across the portfolio in coordination with leadership and peer stakeholders, identifying and resolving resourcing conflicts before they impact delivery
Foster a culture of accountability, collaboration, and continuous improvement
Collaborate with project sponsors, team members, and cross-functional stakeholders to define scope, deliverables, resource requirements, work plans, budgets, and timelines for new initiatives
Own project budgeting across the portfolio, including estimation, budget tracking, forecasting, and financial reporting
Manage contracting activities for client engagements, including scoping, statements of work, and change orders, in collaboration with leadership
Serve as the escalation point for client issues related to contracts, scope, and commercial terms, and coordinate across teams to drive timely resolution
Coordinate with Finance on client invoicing and payments, ensuring billing aligns with contract terms and project milestones