Description:
As the Director: Business Transformation & PM Operations, you will be the change management leader for Impact Service Group as we are improving our business processes and technology stack end-to-end. You will lead the strategy, development, and transition of WO management systems. You will support technology implementation and product management of our client/vendor portal, and you will help ISG to utilize data to improve internally and strengthen our client offerings.
Key Responsibilities:
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Reporting to the GM; overseeing PM operational business processes and leading change management for Impact
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Lead integration of technology systems inclusive of WO management platform changes, financial systems conversion, and data visibility
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Knowledge of Salesforce and/or experience with service-based WO platforms
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Understanding of NetSuite, Sage
- Competency with large data sets and dashboards to transition Domo
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Launch new data tools and dashboarding with PowerBi
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Support technical improvements and rollout of online client/vendor platform ‘Nebula’
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Drive change management including training plans, development, and systems adoption across affected teams
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Oversee delivery for PM cycles – inclusive of leading a team of PM Program Manager and PM coordinators while installing automation
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Oversee the data and development team inclusive of Data Analyst, and 2 Salesforce administrators
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Experience with large data, data presentation, and connectivity required
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Provide mentorship and growth opportunities for team members, preparing them for future growth roles
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Set and monitor performance goals, ensuring alignment with service, financial, and productivity metrics.
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Identify and implement opportunities to standardize processes across the platform.
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Act as a champion for continuous improvement using data-driven insights
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Regularly review and improve operational workflows, focusing on efficiency and client satisfaction.
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Resolve service-related issues and escalations, ensuring issues are managed to client standards.
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Manage financial tracking and reporting for key accounts, including accurate billing and budget alignment.
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Deliver detailed reports to clients and internal stakeholders, covering service performance, project status, and account metrics.
Requirements:
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7 Years of leadership experience including project and change management
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Strong understanding of systems integration, technology platforms, and cross-company operations
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Excellent project, stakeholder, and time management skills within a service or multi-site organization
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High attention to detail and ability to align technical solutions with business goals
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Computer proficiency, including Salesforce or equivalent WO platforms, CMMS, MS suite and data analytics tools, dashboard tools such as PowerBi or equivalent
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Strong problem-solving and analytical skills, particularly in complex or changing environments
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Experience in vendor managed services, client facing service delivery, or HVAC is a plus
