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
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Pay Rate: $ 104,800 - $ 154,800 Annually
The listed pay range includes base salary and, if the role is eligible, a reasonable estimate of expected variable commission pay potential. Note that commission varies based on performance, the successful and commission eligible candidate may earn amounts higher than this range.
At Randstad, we know employees that are cared for holistically have the confidence to bring their fullest potential to work, so we make investments in our people.
The pay offered to a successful candidate will be based on several factors including, as applicable, the candidate's education, work experience, work location, specific job duties, certifications, etc. Based on eligibility, a successful candidate's total compensation may include a variable pay plan including bonus(es) and/or commission(s). In setting compensation, Randstad complies with all local wage and hour laws.
In addition, Randstad offers rich learning and development opportunities, an RRSP, a health spending account, and comprehensive medical, dental, vision, disability, and life insurance to uniquely fit your needs. Randstad also focuses on overall wellbeing with a personal spending account, an employee assistance program (EAP), a generous time off policy, and offers discounts on everything from cell phone plans to car purchases. A stock purchase plan is also offered through a Dutch foundation, Stichting Randstad Optiefonds.
Randstad uses artificial intelligence to help our recruiters screen, assess and select qualified talent for this role and others within our database. Although Randstad uses A.I. as a tool, candidate selection and hiring decisions are made by our employees.
This posting is for existing and upcoming vacancies.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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