Team Lead, Pmo

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Who We Are
Jolera stands as a distinguished multinational Global Systems Integrator (GSI), a vanguard in delivering comprehensive and bespoke IT solutions to a diverse clientele, encompassing both direct customers and channel partners across the globe. We are driven by a commitment to excellence, leveraging a team of over 550 highly skilled professionals to design, implement, and manage technology systems that are not only effective and competitive but also scalable and value driven. Our comprehensive suite of services includes the creation of customized technology solutions tailored to specific business needs, in-depth IT assessments and strategic planning, meticulous IT device and infrastructure management, robust data backup and recovery solutions, seamless cloud and on-premise migrations, enterprise-grade security services, and round-the-clock, 24/7/365 quad-lingual end-user support. At Jolera, we believe in empowering organizations worldwide with innovative and reliable IT solutions, and we invite you to join us in this mission.

Who You Are

The Managed Services Activation Team Lead is a key role within the PMO department, responsible for leading a team of specialists who coordinate the logistical requirements to activate Jolera managed services clients. The ideal candidate is a dynamic individual with experience leading a diverse team, a passion for leading and working in a collaborative environment of ownership, transparency, continuous improvement, driving dedication to ensuring our clients consistently have the best possible experience.

What You’ll Do

This team lead is an energetic, passionate, collaborative leader with strong communication skills. A self-starter who thrives in an environment of personal accountability and enjoys being part of a challenging outcome-orientated culture. They thrive on coaching, mentoring, and leading a high-performance team, always striving to improve. Quality and efficiency are key success criteria for this role.

Team Leadership and Development

- Lead a team of high-performing service activation coordinators, fostering a culture of excellence, collaboration, and continuous improvement.

- Provide guidance and mentorship, motivate and influence the team to be successful in their role.

- Promote knowledge sharing, recommend training programs to enhance the team's skills and capabilities.
- Assist in resolving any issues or conflicts that arise during project execution.
- Continuously track, manage, and report on key performance metrics of the activation team.
- Ensure an understanding to adhere to Jolera and PMO KPIs for the department including customer satisfaction and service activation timelines.
- Continuous communication and collaboration with PMO for successful activation of services including identification of risks and opportunities, providing strategic recommendations to optimize approaches to meeting and exceeding SLOs.

- Ensure internal systems are kept up to date by the team including project status, % complete, billing and project time entries.
- Ongoing support to the team to ensure each project is completed on time and on budget, meeting customer expectations.
- Assist in troubleshooting problems or challenges with MS projects.
- Manage more complex, escalated, and/or other activations as necessary.
- Additional responsibilities as assigned.

Department Specialization and Compliance
- Be an expert at the delivery of each service provided by the team.
- Recommend processes and training programs to ensure the team has the appropriate knowledge as experts in onboarding Jolera services.
- Implement approved best practices for product onboarding, ensuring adherence to timelines, milestones, deliverables, and quality service.
- Ensure the team consistently adheres to appropriate quality standards to implement the services.

- Assist in troubleshooting problems or challenges related to department specialization.

- Ensure the team appropriately follows project initiation to closure requirements including kickoff,
- QA/QC and operational readiness.
- Collaborate with cross-functional teams to identify resource requirements, allocate resources efficiently, and optimize resource utilization.

Qualifications:

- At least 2 years of previous managed services experience in a leadership role
- At least 2 years of hands-on project management experience
- A strong understanding of product management and delivery.
- Strong English written and communication skills.

- Ability to calm a stressful environment.
- Technical aptitude and understand of product delivery.

Working Conditions
- Position requires incumbent to work from the Jolera offices a minimum of three days per week.
- Overtime may be required at any time to meet deadlines including some hours during EST.

- Physically able to participate in training sessions, presentations, and in-person and online meetings.

What We Offer

- A competitive salary and benefits package that appreciates your worth.

- Perks that make every day a bit more special.

- Opportunities for professional growth and development that will push your career to new heights.

At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.

Job Type: Full-time

Work Location: Hybrid remote in Toronto, ON M4W 3L4