Engagement Delivery Manager

As an Engagement Delivery Manager , you will be at the center of Randstad Digital's services to drive our customers' success. We are looking for a tech services leader who is versatile and customer-driven. You will be invested in providing an excellent customer experience through Randstad Digital’s wide array of offerings, from talent-driven solutions to technology solutions. This position is an accelerated path to a career in professional services and you’ll be reporting to the North-American Delivery.

What you get to do:

Service Delivery Oversight

• Deliver services on time, within scope, and to quality standards.
• Monitor service performance against SLAs, KPIs, and contracts.
• Address service issues, escalations, and incidents proactively, taking ultimate accountability for the success of active engagements.

Client Relationship Management

• Serve as the primary client contact for service delivery, successfully navigating pressure and managing expectations.
• Build trusted relationships to understand client needs and ensure satisfaction.
• Conduct regular service reviews and provide performance reports.
• Manage a portfolio of up to 5 clients.

Cross-Functional Sales & Recruitment Support

• Provide cross-functional support to internal sales and recruiters across the full lifecycle, including administrative backup and client-facing assistance.
• Identify new opportunity insights across industry verticals to elevate overall client satisfaction.

Operational Governance

• Oversee daily operations and coordinate technical, support, and project teams.
• Navigate a blend of startup flexibility and large enterprise processes, bringing a builder mentality to institute functional change without relying on rigid corporate templates.
• Ensure compliance with policies, security, and regulations.
• Drive continuous improvement in service delivery.

Team & Resource Management

• Manage delivery teams: onboarding, training, and performance.
• Align resources to projects and engagements.
• Support workforce planning and capacity management.
• Oversee up to 30-35 resources within active engagements.

Financial & Contract Management

• Track service budgets, cost efficiency, and profitability to steer and protect revenue for deployed teams.
• Manage contract scope, renewals, and change orders.
• Identify upsell and new service opportunities.

Continuous Improvement & Innovation

• Drive initiatives to improve service quality, efficiency, and client value.
• Lead service improvement plans and root cause analysis.
• Recommend and implement tools/automation for better service management.

What you need to bring:

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or Business Administration.
• Certifications like PMP, Scrum Master (CSM), or SAFe are strong assets.
• 5+ years of experience in software project or service delivery, including managing client-facing engagements.
• 5+ years in a professional services or consulting environment, preferably with custom software delivery.
• Demonstrated success in delivering complex software solutions (web/mobile/cloud-based), either fixed-bid or time & materials.
• Experience managing multiple concurrent projects or client portfolios, including cross-functional teams.
• Familiarity with Agile and hybrid delivery models, including working with product owners and scrum teams.
• Understanding of software development life cycle (SDLC), DevOps, and CI/CD practices.
• Familiarity with modern technology practices (e.g., React, Node.js, Java/.NET, Python, cloud-native architectures) and exposure to cloud platforms such as Azure, AWS, or GCP.
• Ability to translate business requirements into delivery plans, and manage scope, timelines, and risk.
• Skilled in using tools like JIRA, Azure DevOps, Confluence, MS Project, or similar for project tracking and reporting.

Soft Skills:

• Exceptional client management and stakeholder communication skills
• Strong business acumen
• Strong problem-solving and conflict resolution abilities
• Capable of navigating cross-functional teams (developers, QA, architects, UX, DevOps, etc.)
• Demonstrated ability to negotiate scope, manage change control, and drive account growth
• Comfortable balancing delivery quality, client satisfaction, and profitability
• Exceptional communication skills in English. Bilingual with French a plus.

What’s in it for you:

• Hybrid work environment
• Competitive base salary and bonus plan
• Wellness spending account and an ergonomic reimbursement program to equip your home office
• 3 weeks (15 days) paid vacation in your first 12 months plus additional care days
• Work in a fast-paced atmosphere, where every day is different and the challenges are varied
• The chance to progress within an authentic, supportive and growing organization
• A collaborative and participative leadership style

This is a hybrid attendance role. It is required that you attend an office at your manager's discretion pursuant to Randstad's hybrid and remote work policies. You may also be required to travel to attend in-person events, including but not limited to training, meetings and retreats. Some of this travel may involve interprovincial and international trips.