Senior Manager, Custom Development Services

General Description:

Major Responsibilities (How Will I Make an Impact?):

This role is accountable for managing a revenue generating, Custom Development Services team that delivers innovative solutions and exceptional customer experience to our client base. 

Performance and People

• You are passionate about people leadership.   


• You will manage a team of Front End Web Developers and Full Stack Software Developers 


• You will coach and provide opportunities to grow their skills, provide career path opportunities, give regular feedback, and create a collaborative and open environment.  


• You will create and manage a web of internal team relationships and look for opportunities to collaborate and knowledge share between your team, and groups such as Product Management, Product Development, Sales, and other Services teams.  


• You will work closely with Product Management and Product Development to evolve and align to D2L SDK practices 

Clients and Projects

• Clients are of utmost importance to you.   


• You will act as trusted client-advocate within the D2L organization by helping assigned clients design and build extensible platform solutions 


• You will provide consulting in a pre-sales capacity to support scoping, pricing and pitching new opportunities 


• You will provide agile development leadership to drive successful completion of client engagements for your team 


• You will build and maintain positive relationships and encourage open dialogue and feedback with clients.  


• You will act as a leadership sponsor and escalation point for customers, representing Services leadership with customer executives. 


• Your efforts will drive toward achievement of a 95%+ average CSAT score with our clients. 


• You will represent Services leadership internally with executive level communication regarding individual project and overall portfolio health. 

Departmental and Revenue

• You are focused on delivering business results.   


• You are responsible for forecasting and revenue delivery against plan services revenue. 


• You are responsible for budget adherence across our entire portfolio projects and driving billable utilization in the team to achieve 40%+ margin. 


• You are responsible for driving a maintenance revenue stream and ensuring quality + profitable delivery of solution maintenance against delivered solutions. 


• You will be responsible for managing, planning, and reporting on projects and business metrics for the team, including financial, customer satisfaction, and projects success.  


• You will establish a cost effective scalable partner network to ensure a quality elastic supply network is available to ensure capacity is not a limiting factor to revenue delivery. 

Solutions & Offerings

• You will drive innovation and continual improvement within the department. 


• You will partner cross functionally to support GTM readiness for new offerings. 


• You will work with teams across Services & broader D2L to bring new solution offerings to market based on feedback from the team and clients.  


• You will identify opportunities to standardize and productize custom solutions for re-sale.


• You will proactively look for opportunities to grow the business and provide value to existing clients and prospects through new and improved capabilities and practices across the team.

Competencies (What you’ll bring to the role):

• Strategic Planning: Developing and executing strategic plans for the department, aligning with overall company objectives. 


• Client Relationship Management: Building and maintaining strong relationships with clients, understanding their needs, and ensuring high levels of customer satisfaction. 


• Team Development: Mentoring and developing team members, fostering a culture of continuous learning and professional growth and career progression. 


• Financial Management: Budgeting and financial oversight of the professional services department, monitoring expenses and revenue to achieve profitability. 


• Problem-Solving: The ability to analyze complex issues and provide effective solutions to challenges that may arise during project delivery. 


• Business Development: Identifying opportunities for business growth, working with sales teams to develop proposals, and contributing to the expansion of the client base.  


• Industry Knowledge: In-depth knowledge of the industry, market trends, and best practices in professional services. 


• Customer Focus: Putting the client's needs first and ensuring that all services provided align with the client's goals and expectations. 


• Team Collaboration: Encouraging collaboration and cross-functional teamwork among different departments within the organization. 


• Quality Assurance: Ensuring the quality of service delivery and adherence to established standards and best practices.

Suggested Qualifications/Experience:

• A bachelor's degree in a relevant field such as web development or software engineering.


• Minimum 3 years of experience in people leadership with progressive experience managing web and full stack software development teams.


• Minimum 5 years in a client facing / custom development / services environment.

This position is to fill an existing vacancy