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Director of Service Delivery

Vancouver, BC
Our client is a digital product studio that partners with US-based B2B and B2C companies to create products that make an impact. They work with their partners for the long-term, starting with a paper-napkin idea all the way to a game-changing product that matters. Specializing in creating digital products, mobile applications, SaaS platforms, machine learning, and smart tools, they respect a triple bottom line and aim to create products that people love.

Director, Service Delivery
Vancouver, BC

The team is looking to grow their office in Vancouver, BC and is looking for a Director, Service Delivery to build the Service Delivery function from the ground up.  You'll report to the COO and oversee the Service Delivery team to ship quality products on time and budget. Because this is a new role and function, you'll need to get your hands dirty in the details while keeping your eye on the big picture, acting as a coach and mentor to lead a world-class team of professionals who love what they do.  
What you will be doing:
  • Define, plan, and create the Service Delivery function, using the right tools and methodology for your team to be successful 
  • Build, transform, and support the team to create a solid foundation for excellent work
  • Be an advocate for both client goals and user needs while you also champion the team's vision
  • Coach and mentor your team to encourage collaboration in an environment focused on idea meritocracy 
  • Collaborate with internal functional teams across the organization to ensure products are shipped on time and budget
  • Find ways to make sure product partners' expectations are met while also creating a hassle-free, seamless process
  • Define and oversee KPIs that make a positive impact on delivering outstanding service
What you bring:
  • Experience creating & shipping complex products in the B2B, B2C, B2D, and/or B2E space
  • Awareness of the big picture and follow-through on the small, specific details
  • Proven success in shipping high-quality products on time and budget to your clients
  • Incredible communication on all levels to all team members
  • Radar for finding potential, nurturing it, and driving success among your team members
  • Adaptable, collaborative approach - you encourage others to bring new perspectives where the best idea wins
  • Deep understanding of how each area of the business works, including product, design, engineering, marketing, and finance
  • Awareness of the market and what's happening in the product, design, business strategy, and tech spaces
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