Director of Professional Services owning P&L and leading ERP/SaaS delivery for Sparkrock’s nonprofit, school - board, and government software customers. Scaling professional services while improving margins and customer outcomes.
About the role
- Director leading EQ Bank’s enterprise change enablement practice across AI, integration and operating-model transformation. Driving employee readiness, adoption and sustained behaviour change for Canada’s challenger bank.
Responsibilities
- Advance EQ Bank’s enterprise Change Enablement practice within People & Talent
- Establish and maintain change enablement standards, methods, tools, intake, demand prioritization and governance routines
- Own a tiered support model based on employee impact, adoption risk, complexity and strategic importance
- Maintain enterprise visibility of change saturation across transformation programs and recommend sequencing, readiness actions and trade-offs
- Partner with program sponsors and business, AI, integration, organization design, communications, risk and finance stakeholders
- Define readiness criteria, adoption measures, sustainment practices and post-implementation review requirements
- Lead change impact assessments, stakeholder mapping, readiness assessments, resistance sensing and adoption planning
- Design leader and manager enablement approaches
- Create reusable change playbooks, templates, communications inputs, training supports and adoption measurement practices
- Use employee feedback, pulse checks, readiness data, service data and adoption telemetry to adjust enablement plans
- Maintain a consolidated enterprise change calendar and identify collisions, capacity pressure and sequencing risks
- Provide executive reporting on change saturation, readiness, adoption velocity, post-go-live friction and time to value
- Translate readiness and adoption data into recommendations for senior leaders
- Connect adoption and readiness to benefit realization with Finance value-tracking teams
- Partner with Risk, Compliance and control functions on regulatory readiness, adoption and sustainment evidence
- Provide practice guidance, standards and coaching
- Build and manage a pre-qualified contractor pool
- Manage the Change Enablement operating budget and contractor spend
- Contribute to People & Talent strategy and assess workforce upskilling and training needs
- Report to the Vice President, Talent, Transformation & Design
Requirements
- Post-secondary education in Business, Human Resources, Organizational Psychology, Organizational Development or a related field; graduate degree is an asset
- 10+ years of total work experience, including at least seven years leading organizational change on enterprise-scale transformation, technology, AI, automation, operating model or integration programs
- Experience coordinating cross-functional contributors and external or contingent resources in a matrixed environment
- Experience in financial services, another regulated industry or management consulting is preferred
- Expert knowledge of change management methods and demonstrated ability to establish a practice where none exists
- Prosci, CCMP or equivalent certification is preferred
- Demonstrated experience building impact assessments, readiness plans, stakeholder maps, leader enablement approaches, adoption measures and sustainment plans
- Working knowledge of organization design, workforce planning, learning design and internal communications
- Strong analytical capability, including interpreting adoption telemetry, readiness data, engagement feedback and operational signals and translating findings into executive recommendations
- Exceptional written, verbal and facilitation skills, including influencing executives, preparing briefing materials, leading senior workshops and shaping enterprise-wide messaging during uncertainty
- Strong judgement, resilience and credibility with senior leaders
- Pragmatic self-starter able to operate strategically while building templates, running workshops, writing briefing notes and solving practical implementation issues
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Professional development and comprehensive Career Development program
- Hybrid work arrangement
- Barrier-free recruitment process and work environment
- Accommodation support during recruitment
- Criminal background check and credit check for candidates considered for hire
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