Director Cloud Services, Remote Canada or USA

Job Description

• Develop and implement technical IT program management frameworks, methodologies, and best practices to ensure the successful delivery of relevant lines of businesses including managed services.
• Develop and maintain strong relationships with clients to build an in-depth understanding of their expectations, business needs and goals.
• Define and maintain various technical and governance road maps for Managed Services and other relevant lines of business.
• Participate in key marketing, pricing, pre-sales and sales activities for various Smile Digital Health programs, as needed.
• Collaborate with cross-functional teams to develop, complete and enhance marketing material, RFXs, legal contracts (including but not limited to SOWs, Master Service Agreements and Partner Contracts) and IT procurement.
• Ensure relevant parties adhere to all contractual obligations as well as develop and execute action plans in the case of non-conformities.
• Manage strategic planning, prioritization, and resource allocation for IT programs, balancing competing priorities and stakeholder needs.
• Collaborate with cross-functional teams and leaders to enhance customer engagement, experience and ensure customer success and satisfaction.
• Lead incident and problem resolutions by working with internal teams such as Engineering, Client Support, Privacy & Security and Incident Management.
• Coordinate technology changes for customer environments and ensure teams and relevant partners adhere to organizational policies and ITIL practices.
• Establish and maintain program governance structures, including steering committees, to provide oversight and guidance throughout the project lifecycle.
• Manage departmental and program budgets, forecasts, and financial reporting to ensure effective cost control and resource optimization.
• Oversee the identification, assessment, and mitigation of program risks and issues, implementing proactive strategies to minimize impact on project delivery and program health.
• Maintain corporate Business Continuity and Disaster Recovery Plans.
• Participate in the operational Committees as a representative for Information Services.
• Foster collaboration and communication across project teams, stakeholders, and executive leadership to drive alignment and support for program objectives.
• Monitor program performance and key metrics, provide regular updates and reports to executive management on progress, issues, and opportunities.
• Drive continuous improvement initiatives within the IT program management function, identifying areas for optimization and implementing process enhancements.
• Track, report and ensure that all IT environments managed by Smile Digital Health and relevant partners comply with all regulatory and security standards including but not limited to HITRUST, ISO 27001/ 27017/ 27018 and SOC-2 certifications.
• Coach, mentor, and develop Managed Services and Cloud Operations employees, fostering a culture of accountability, inclusion, innovation, and excellence.
• Accountable for ensuring that all working hours are accurately reported in NetSuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in NetSuite is properly and fully utilized.
• Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers, a major area of accountability.
• Comply with the privacy, security and confidentiality policies.
• Hold all confidential information in trust and strict confidence and ensure that it shall be used only for the purposes required to fulfill employment obligations, and shall not be used for any other purpose, or disclosed to any third party. A breach of policy or misuse of information could result in disciplinary action up to and including termination of employment.

• 7+ years of experience in a senior technical leadership role within IT and Cloud management services with consulting experience in developing, supporting, and delivering large-scale complex technological projects and initiatives.
• Experience in a technology and/or healthcare environment, preferred.
• 5+ years’ experience with in-depth understanding of ITSM framework and best practices, including networking, cloud, cyber security, enterprise, and IT support.
• 3+ years of experience working with Cloud infrastructure and Kubernetes engineering teams to develop and deliver modern technology solutions.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• Strong demonstrated ability to build, maintain and manage client and vendor relationships.
• In-depth experience in negotiating and managing client contracts or agreements as it relates to service levels and contractual obligations.
• Excellent strategic thinker with ability to align IT programs with business priorities and drive organizational transformation.
• Deep understanding of Cloud pricing and demonstrated experience with managing budgets.
• Experience ensuring organizational alignment with various security frameworks and industry standards including but not limited to ITIL, HITRUST, ISO 27001/ 27017/ 27018 and SOC-2 certifications.
• Relevant certifications (e.g. CISM, CCSP, CISSP, ITIL, TOGAF), an asset.

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