We are seeking a highly motivated and experienced Digital Delivery and Operations Manager to join our team at Pollard Digital Solutions. The ideal candidate will have a strong background in digital operations, project management, and software development. The primary focus for this role is to manage day-to-day operations, and continuously improve delivery processes and operations. Reporting to the Director, Digital Solutions, this role will be responsible for the management of a digital operations team, while working closely with development, QA, DevOps, and other support groups to optimize the delivery of digital products and services.
What You’ll Do
- Develop and implement processes and procedures to ensure smooth and efficient cloud-based digital operations
- Monitor and analyze digital operations performance, identify areas for improvement and implement solutions
- Collaborate with cross-functional teams including software development, IT, customer service and marketing to optimize digital operations
- Establish strong relationships with key stakeholders to understand and prioritize issues, identify areas of improvements, work items, initiatives, and projects that deliver value
- Development of Standard Operating Procedures (SOPs) and associated processes for transfer to production (of new projects/features) and regular operational tasks for existing functionality
- Establish, implement and manage a scheduling system for manual operations
- Acts as escalation point for incidents or problems causing service impact to business operations and ensuring all service levels are met
- Proactively identify technical support themes/trends to recommend product enhancements
- Conduct incident review and retrospective meetings, document lessons learnt and provide incident reports to customers (as needed)
- Liaise with product owners, customers and other internal stakeholders to plan upgrades, releases or patches for digital products
- Daily monitoring and oversight of digital operations and support activities. Determine key metrics and report on them regularly to internal and external stakeholders
- Ensure compliance with industry standards and regulations
Who You Are
- A natural born leader with the ability to coach, mentor and support high team morale.
- An analytical leader who applies strong attention to detail to work for accuracy.
- A good listener who possesses excellent written and oral communication skills to effectively work with the team, senior management, and customers.
- An organized, process-oriented, self-motivated individual who can complete high-priority tasks and deliver projects on time. And a quick learner who can adapt to changing product needs.
- A resourceful problem-solver with the ability to use logic, technical and critical thinking skills to proactively plan for and investigate issues.
What You’ll Need
- A background in Information Technology, Service Management, Application Development, Application Support or other relevant area.
- Strong leadership capabilities with experience of leading a team, ability to take the initiative, effectively delegate and challenge the status quo.
- Ability to manage projects, handle multiple priorities and adapt to changing priorities with agility.
- Comfortability navigating ambiguity and facilitating discussion to solve complex problems.
- Knowledge/understanding and hands-on experience of scripting/programming languages are relational databases will be an asset.
- Working knowledge of Office 365, Agile Scrum Methodology, and Atlassian tools (Jira, Confluence and Bitbucket).
- Experience with cloud-based digital operations tools such as ELK stack, CloudWatch, and Datadog.
- Familiarity with web development frameworks, cross platform mobile app development frameworks and project management principles are an asset.
Pollard Banknote offers a challenging, team-oriented environment, competitive compensation, profit sharing program, company pension and opportunities for professional development. Interested applicants are encouraged to submit a cover letter and resume outlining fit and salary to humanresources@pbl.ca.
Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.
By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
We thank all candidates that apply, however only those selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Criminal Record Search.
