12 Jan
Experienced Career
Old Toronto
What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada’s largest consulting and digital organizations, we’re so much more! We’re also serious about supporting our clients transform their organization.
Make an impact within MNP Digital’s Managed Services practice as Director Application Management Services. where you’ll lead, innovate, and drive exceptional outcomes for our growing portfolio of clients. This pivotal role requires a leader who can design, lead, and oversee day-to-day delivery and support services, aligning AMS solutions with business objectives, optimizing operational efficiency, and fostering client satisfaction and long-term growth.
As a confident and dynamic change agent, you will inspire trust and confidence among clients, leaders, and team members. With resilience and strategic foresight, you’ll navigate challenges, demonstrating patience and perseverance to achieve long-term goals. Your leadership will champion a customer-centric philosophy internally and externally, delivering excellence through day-to-day operations while building integrity and trust at all levels of the organization.
You’ll lead the consolidation and expansion of MNP Digital’s application management services, unifying existing teams into a scalable, high-performing group to meet the evolving needs of our clients. This role will also ensure seamless transitions from project delivery to ongoing support, enhance service assurance, drive process improvements, and manage escalations. Additionally, you’ll play a key role in the sales cycle, collaborating with sales teams to qualify opportunities, contribute to proposals, establish pricing, and engage in client presentations.
We’ve created an environment where you’ll continuously grow,
always have a voice and collaborate on work that’s meaningful and fulfilling. If you’re ready to take your career into your own hands, you’ve come to the right place.
Responsibilities
As the Director Application Management Services, you will:
- Serve as the highest point of accountability for delivering client services, including application incident management, request and problem management, life cycle management, minor enhancements, and client onboarding.
- Lead the design and implementation of a client-centric philosophy across all services.
- Build, coach, and empower team members to achieve defined client experience and service delivery standards.
- Play an active role in the sales process, qualifying opportunities, designing and building solutions, assisting in pricing, and presenting to clients.
- Provide consistent leadership during non-standard delivery scenarios and escalations.
- Plan and execute operational improvements to optimize service delivery and efficiency.
- Maintain appropriate staffing levels aligned with target ratios and industry standards.
- Drive time coding and utilization accuracy across all organizational levels.
- Contribute to the development and achievement of annual key performance indicators.
- Identify and address service delivery gaps, collaborating with stakeholders to implement enhancements.
- Provide input into service offerings, definitions, and pricing strategies.
- Oversee smooth service transitions by collaborating with professional services teams.
- Align operations and service delivery to support strategic business goals.
Skills and Experience
The ideal candidate will possess:
- 10+ years of experience in managed services with a focus on application management services.
- 8+ years of leadership experience, with a strong record of building, leading, and scaling high-performing teams.
- 5+ years of experience supporting Application Management sales opportunities.
- Advanced expertise in Microsoft Business Applications platforms and leading application management services for these platforms.
- Demonstrated ability to inspire confidence, build trust, and foster collaboration across diverse teams and stakeholders.
- Proven experience translating strategic objectives into actionable plans and measurable results.
- Advanced knowledge of software development, incident/problem management, configuration management, and life cycle management.
- Strong expertise in Dev/Ops and Dev/Sec
- In-depth knowledge of client service delivery and client experience management.
- Strong financial management acumen.
- Relevant certifications such as ITIL or equivalent industry certifications.
- A demonstrated ability to thrive in high-paced, dynamic environments.
MyRewards@MNP
With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more!
Diversity@MNP
We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.