SUMMARY
The Manager, Program Delivery and Account Representative is the primary program lead for a large‑scale, technology‑enabled field operations program in British Columbia. This role brings together program delivery, client relationship leadership, and operational oversight to ensure the successful execution of complex, multi‑site technical operations.
This is a senior, high‑visibility position with significant long‑term growth potential. As the program expands across Canada, this role will have opportunities to take on broader responsibilities, support new provincial deployments, and grow into higher leadership roles within the organization. Candidates already located in British Columbia are preferred, though relocation support is available for exceptional applicants within Canada.
The Manager will serve as the dedicated point of contact for the client, ensuring service‑level compliance, operational excellence, and consistent communication. They will directly lead the BC Field Technician team, coordinate with the on‑site technical support resource, and work closely with the Director of Operations to maintain program health, identify risks early, and support informed decision‑making.
Success in this role requires a PMP‑certified professional with a strong background in technical or construction program management, exceptional attention to detail, and the ability to operate independently in a structured, high‑expectation environment.
PRIMARY RESPONSIBILITIES (INCLUDE BUT NOT LIMITED TO):
1.Account Representation & Client Relationship Management
•Act as the primary point of contact for all program‑related matters.
•Maintain a consistent and professional presence with client stakeholders, ensuring expectations, deliverables, and timelines are met.
•Lead structured meetings, including agenda preparation, action tracking, and follow‑up documentation.
•Communicate proactively and accurately, aligning with client’s governance and documentation standards.
•Represent the company with professionalism, reliability and a strong service mindset.
2.Program & Project Management
•Oversee the full lifecycle of program activities in BC, including planning, scheduling, risk management, and reporting.
•Provide the Director of Operations with timely program updates, operational insights, and escalation of issues when needed.
•Coordinate cross-functional teams across Canada, the U.S., and Germany to support technical and operational requirements.
•Ensure all program documentation, reports, and dashboards meet client’s expectations for clarity and accuracy.
•Identify and implement improvements to processes, workflows, and tools based on prior experience and observed opportunities.
3.Field Technician Leadership
•Directly manage the BC Field Technician team, including scheduling, performance oversight, coaching, and field coordination.
•Ensure technicians meet preventative maintenance requirements, respond to incidents promptly, and follow all safety protocols.
•Provide guidance, troubleshooting coordination, and escalation pathways.
•Foster a positive, accountable, and professional team environment.
4.Technical Operations Oversight
•Work closely with the on‑site technical support to ensure system stability and operational continuity.
•Coordinate with internal technical teams to resolve complex issues and maintain SLA compliance.
•Review technical reports, maintenance logs, and incident summaries for accuracy and completeness.
•Understand technical concepts sufficiently to communicate effectively with engineers, technicians, and client’s stakeholders (light to moderate technical depth).
5.Reporting, Documentation and Compliance
•Produce high‑quality program reports, meeting minutes, action logs, and performance summaries.
•Ensure compliance with contractual obligations, safety standards, and provincial requirements.
•Maintain detailed documentation of program activities, decisions, and operational changes.
•Support audit activities and provide evidence‑based reporting when required.
6.Cross Functional Collaboration
•Work closely with the Director of Operations, Operations Manager, and national leadership teams.
•Coordinate with procurement, logistics, and vendor partners to support equipment, installations, and field operations.
•Participate in strategic planning, forecasting, and operational reviews.
7.Travel Requirements
•Travel within British Columbia, across Canada, to the United States, and internationally (Germany) as required (approximately 40–50%).
•Attend on-site meetings, field visits, training sessions, and program reviews.
SECONDARY RESPONSIBILITIES INCLUDE
Client and Cross-Functional Communication:
- Serve as the primary contact for client inquiries and technical concerns, ensuring a smooth connection between field operations and corporate support teams.
- Collaborate closely with software development teams to translate operational needs into technical requirements, support roadmap planning, and ensure new releases align with program objectives and field realities.
- Coordinate with internal stakeholders (including the Project Management team in Ontario and Director of Operations) to relay project progress, resolve issues swiftly, and plan adaptations as the program scales.
Operational & Inventory Oversight:
- Monitor and manage necessary tools, equipment, and spares required for effective field operation.
- Take responsibility for ordering, maintaining, and tracking inventory while liaising with vendors and part suppliers.
Documentation & Reporting:
- Develop and maintain comprehensive documentation for each phase of program and project life cycle.
- Participate in regular project meetings and contribute forward-thinking ideas to improve processes, policies, and technical strategies.
Growth & Transition to Management:
- Embrace learning and training opportunities that support long-term career growth as the program portfolio expands.
- Mentor junior technicians and offer technical guidance during field deployments as needed.
Required Qualifications
•PMP certification (mandatory).
•7+ years of progressive experience in technical or construction program management, technical or construction leadership, or client-facing project management.
•Demonstrated success managing government, Crown corporation, or highly regulated clients.
•Experience leading field teams or technical staff.
•Strong command of structured communication, documentation, and meeting governance.
•Proven ability to operate independently with minimal oversight.
•Excellent written and verbal communication skills.
•Valid driver’s license and ability to travel frequently.
•Canadian citizenship or eligibility to work in Canada.
•Advanced Excel, MS Project, and reporting tool proficiency.
Preferred Qualifications
•Experience with technical systems, imaging systems, or similar operational environments.
•Background in construction and/or electrical, mechanical, IT, or systems operations (light to moderate technical depth).
•Demonstrated success managing government, public-sector, or highly regulated clients.
•Advanced Excel, MS Project, and reporting tool proficiency.
•Additional languages such as French or German.
Technical & Soft Skills:
•Ability to troubleshoot electronic, mechanical, and software components.
•Ability to read and interpret technical drawings, specifications, and procedural documentation.
•Strong organization, self-management, and time prioritization skills with a natural aptitude for problem solving.
•Excellent verbal and written communication skills necessary for clear reporting and effective interaction with clients, remote teams, and senior management.
Additional Requirements:
•Must be a resident of, or willing to relocate to, British Columbia, with the flexibility to travel frequently within the province or domestically. Must have flexibility to travel to Ontario for training.
•A valid driver’s license, accompanied by a strong driving record.
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use of hands or fingers to handle, or feel objects, tools or controls and keyboarding; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. Vision must be correctable so that employee may visually detect scratches and digs.
The employee must occasionally lift and/or move up to 50 pounds
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