Strategic Program Manager

D2L

  • Kitchener, ON
  • Permanent
  • Full-time
  • 1 month ago
JOB SUMMARY:The Strategic Program Manager (SPM) coordinates the communication, resources and efforts required to support clients with multiple, complex projects. The SPM works closely with clients to successfully complete current projects, modify the scope of evolving projects, and strategically plan for projects in mid-to-long range. The SPM also works internally to marshal resources for current and future projects as well as assisting product customization, product roadmap planners, and service departments in forecasting needs for strategic clients.The Strategic Program Manager supports the sales team in discovering and understanding the client vision; leads the implementation team through the client onboarding process including installation and customizations; and, supports the account management team by providing continued oversight of targeted consulting, customizations, and post-implementation projects. The SPM is responsible for applying best practices in program and project management to promote internal efficiency and client satisfaction.HOW WILL I MAKE AN IMPACT
  • Understands the client high level vision, goals, and objectives and communicates that client vision to appropriate Desire2Learn groups throughout the client life cycle
  • Synchronizes client expectations and Desire2Learn product and service capabilities as both the client vision and product evolve
  • Promotes a partnership relationship by listening to client product advice; supporting client research; and, maintaining frequent communication and collaboration on local and regional meetings, conferences, and events
  • Manages cross-functional and inter-departmental teams
  • Coordinates external and internal communication to decrease duplication or misapplication of effort and increase alignment of internal resources and client vision
  • Responsible for overall successful planning and delivery of client projects
  • Resolution of issues within the program and, where necessary, the escalation of issues to senior management
  • Management of partner projects (as applicable)
  • Ensures maximum efficiency in the allocation of resources and supports internal planning of personnel and resource needs
  • Supports product planning including incorporation of appropriate customizations into the core product base
  • Proactively monitors client success metrics and provides strategic advice for planning future projects
  • Contributes to and participates in strategic account planning with client, account management, and other stakeholders
  • Develops and manages program plans/charters; obtains appropriate client and Desire2Learn approvals and sign-offs
  • Determines, monitors and reviews all project economics to include costs, operational budgets, staffing requirements, resources, and risk
  • Develops project control and reporting procedures and manages changes in operational plan
  • Coaches and advises team members to accomplish project goals, to meet established schedules, and resolve technical/operational issues
  • Aligns clients and Desire2Learn project planning and program development methodologies to maximize success and minimize costs
  • Conducts post project reviews and provides client reporting and internal feedback for continuous improvement
  • Report progress to senior management
Please Note: This is a client billable role. This means that each week you will be required to fill out a timesheet for time spent against each client engagement as well as time spent on internal initiatives. The majority of your time will be spent on customer work.Competencies (What you'll bring to the role):
  • 5+ years experience in managing projects or administering technology programs
  • Proven ability to establish strategic outcomes and measurements
  • Proven ability to build and maintain relationships at the executive level
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Experience analyzing data and presenting statistical and narrative reports
  • Experience within a fast paced, growth organization is ideal
Education Recommendations:
  • Bachelor's degree required; MBA or related graduate degree preferred
  • Project management or program management certification a plus

D2L