Program Manager leading the orchestration of transformational initiatives under Mitacs' Transformation Management Office. Focused on ensuring alignment and delivery across multiple corporate initiatives.
About the role
- Service Program Manager leading a dynamic team in managing global service programs. Ensuring delivery excellence and customer satisfaction in the field of healthcare automation.
Responsibilities
- Provide overall accountability for the assigned global service program portfolio.
- Lead and mentor a team of Service Project Managers and Coordinators, fostering a culture of high performance, collaboration, and continuous improvement.
- Ensure projects are executed on schedule, within budget, and meet all contractual and compliance requirements.
- Drive adherence to program management processes and project governance standards.
- Act as the primary escalation point for key customer accounts within the services portfolio.
- Build and maintain strong, trust-based relationships with customers, serving as their advocate post-Site Acceptance Testing.
- Ensure customer satisfaction through proactive communication and issue resolution, measured by Net Promoter Score.
- Oversee program financial performance, including revenue forecasting, invoicing, and receivables management.
- Collaborate with Finance to ensure accurate billing and milestone documentation.
- Prepare and maintain resource and financial forecasts, mitigating risks to business objectives.
- Set high standards for team performance and accountability.
- Conduct regular team meetings and one-on-one sessions focused on development and career growth.
- Promote best practices and lessons learned across projects and departments.
- Harmonize approaches between capex and service teams where possible.
- Lead the annual employee evaluation process.
- Support sales efforts through customer visits, presentations, and strategic account development.
- Promote aftermarket service offerings and spare parts packages.
- Understand and nurture Customer Lifetime Value.
Requirements
- Bachelor’s degree in Engineering (electrical, mechanical, controls, or related discipline), or three-year college diploma and related experience.
- PMP certification (completed or in progress) strongly preferred.
- Additional business degree or diploma is an asset.
- Minimum 7–10 years of experience managing complex service programs with multidisciplinary teams.
- Proven success leading Project Managers and Coordinators within a program structure.
- Strong background in automation or related industries preferred.
- Demonstrated ability to communicate effectively with executive leadership and customers.
- Experience managing financial performance and resource allocation for large programs.
Benefits
- Employee Incentive Bonus (EIB) 3-6% (Based on individual and divisional performance)
- 5% RRSP match
- Stock purchase plan
- Starting 3 weeks of vacation
- Benefits package (health and dental) + $600 health spending account
- Half-Day Fridays
- Continuous learning and career growth with global mobility opportunities.
- A chance to contribute to something bigger - advancing the future of healthcare through automation.
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