Director Technology Operations & Delivery

Director Technology Operations & Delivery

• Full-time, permanent position
• Hybrid working environment, 90% work from home, easily accessible downtown Toronto location
• Competitive salary package with bonus, benefits package that includes DB Pension Plan and Health Care Expense Account
• Experience with supporting activities related to SOC 2, ISO 27001, Disaster Recovery REQUIRED
• Fluent with Microsoft Tech - Azure, Entra ID, Microsoft 365

As the new Director Technology Operations & Delivery, you will be responsible for the operational leadership, coordination, and execution oversight of Accerta’s technology portfolio. This role ensures technology initiatives, operational functions, and cross-functional delivery activities are executed effectively, prioritized appropriately, and aligned to organizational objectives.

Accountabilities

Technology Operations & Delivery Leadership

• Provide operational coordination and execution oversight across enterprise technology initiatives, operational programs, and delivery workstreams.
• Ensure initiatives are driven through to completion, including operational readiness, stabilization, and transition into steady-state operations.
• Drive operational accountability and execution discipline across cross-functional technology teams and vendors.
• Coordinate cross-functional operational dependencies and delivery activities across infrastructure, software delivery, product operations, contact center technology, data initiatives, and enterprise platforms.
• Identify operational bottlenecks, delivery risks, resource constraints, and dependency conflicts, and coordinate resolution activities.
• The Director helps ensure technology delivery advances not only IT operational effectiveness but also Accerta’s commitment to responsible stewardship, equitable service, and purpose-driven impact.

Operational Governance & Delivery Management

• Operationalize and maintain delivery governance processes, reporting cadences, execution management practices, and operational coordination frameworks across the technology portfolio.
• Leads and enforces prioritization processes across technology functions, ensuring alignment to organizational objectives and capacity constraints.
• Facilitate operational review meetings, prioritization discussions, delivery checkpoints, and cross-functional coordination sessions.
• Maintain visibility into initiative health, operational risks, delivery dependencies, and competing priorities.
• Coordinate operational intake and prioritization processes across technology functions.
• Ensure operational processes, governance standards, and delivery practices are consistently applied across teams.
• Maintain enterprise delivery tracking, RAID management, and operational reporting processes.

Cross-Functional Coordination & Execution Oversight

• The role partners closely with business leaders to ensure technology work is sequenced, governed, and executed in a way that supports operational stability, service delivery, and business readiness.
• Owns the escalation framework for technology delivery, including identification thresholds, escalation pathways, executive visibility, and resolution tracking to closure.
• Accountable for ensuring delivery outcomes and execution commitments are achieved by identifying solutions and driving teams to resolution.
• Coordinate cross-functional execution activities involving Infrastructure, Security, Development, Product, Data, Compliance, Operations, and external partners.
• Facilitate alignment between operational technology delivery activities and business requirements.
• Ensure dependencies between teams, systems, vendors, and operational stakeholders are proactively managed.
• Support operational planning and execution management across multiple concurrent initiatives.
• Drive issue resolution and coordination across operational and project delivery functions.

Vendor & Partner Management

• Manage operational relationships with technology vendors, implementation partners, consultants, and managed service providers.
• Ensure vendors are meeting operational expectations, delivery commitments, service levels, and quality standards.
• Coordinate operational vendor reviews, escalation management, and delivery performance discussions.
• Support procurement activities including Statements of Work (SoWs), renewals, operational evaluations, and implementation coordination.
• Monitor vendor delivery performance, operational risk, and contractual adherence.

Operational Reporting & Risk Management

• Develop and maintain operational dashboards, delivery reporting, and portfolio visibility across the technology organization.
• Provide leadership teams with visibility into operational performance, initiative health, SLA adherence, delivery risks, and resource constraints.
• Ensure operational documentation, runbooks, governance artifacts, and delivery records are maintained appropriately.
• Support operational readiness activities related to audits, compliance initiatives, disaster recovery exercises, and control validation activities.
• Proactively identify operational risks and coordinate mitigation activities before escalation occurs.

Organizational Leadership & Continuous Improvement

• Lead and develop operational delivery, governance, coordination, or project management resources assigned to the function.
• Foster a culture of accountability, collaboration, operational excellence, and continuous improvement.
• Identify opportunities to improve delivery consistency, operational maturity, governance effectiveness, and organizational scalability.
• Establish operational management standards, reporting rhythms, and execution frameworks across the technology organization.
• Support organizational change initiatives and operational transformation efforts related to technology delivery and execution.

Qualifications / Skills

Education

• Bachelor’s degree in Information Technology, Computer Science, Business Technology Management, or related field, or equivalent practical experience.
• PMP, ITIL, Agile, Lean, or equivalent governance/delivery certifications are considered strong assets.

Experience

• 10+ years of progressive experience in Information Technology, operational leadership, enterprise delivery management, or technology operations roles.
• Minimum 4 years of leadership experience managing cross-functional technology teams, operational functions, or enterprise delivery initiatives.
• Strong experience leading operational delivery management and cross-functional execution activities within enterprise technology environments.
• Demonstrated experience coordinating complex technology initiatives involving multiple teams, stakeholders, vendors, and operational dependencies.
• Experience working within regulated or compliance-driven environments such as healthcare, insurance, financial services, or public sector organizations.
• Strong understanding of enterprise IT operations, software delivery practices, operational governance, and service delivery management.
• Experience managing vendor relationships, operational delivery expectations, and implementation coordination activities.
• Familiarity with Agile delivery methodologies, operational governance practices, and enterprise technology environments.
• Experience supporting operational readiness activities related to SOC 2, ISO 27001, disaster recovery, or operational compliance initiatives.
• Familiarity with Microsoft technologies including Microsoft 365, Azure, Entra ID, and enterprise collaboration platforms is considered an asset.

Skills and Competencies

• Strong operational leadership skills with the ability to coordinate and drive accountability across cross-functional teams.
• Excellent organizational, prioritization, and execution management capabilities.
• Strong communication and stakeholder management skills, including the ability to communicate effectively with technical and business audiences.
• Proven ability to manage multiple concurrent operational priorities within fast-paced environments.
• Strong analytical, problem-solving, and operational decision-making abilities.
• Ability to navigate organizational complexity and facilitate cross-functional collaboration effectively.
• Results-oriented with a strong ownership mindset and focus on execution outcomes.
• Demonstrated ability to improve operational maturity, delivery discipline, and organizational coordination.

Benefits

This role is a full-time, permanent position offering a hybrid work model that blends remote work with planned in-office days. You will be required to visit the Toronto office a couple of times a month. Schedules will be determined in partnership between individuals, managers, and the team.

Additionally, you will receive a comprehensive benefits package and a Defined Benefit Pension Plan starting from your first day. Other perks include vacation time, a performance-based bonus, and a one-time home office allowance.

EEO

Note: A Condition of employment is that you must clear a criminal background check and vulnerable sector check.

Accommodations

We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/

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