IT Director, Business Relationship Management & Service DeliveryCompany: ClientClient Location: Canada, Manitoba, WinnipegEngagement Period: April 1, 2025, to March 31, 2026, with an irrevocable option to extend for two (2) additional periods of up to six (6) months eachWorking Hours: Full-time (36.25 hours per week), Monday to Friday (excluding stat holidays and mandatory vacation time off as specified by the client). Business hours are between 7:00 am - 5:00 pm (Central Time).

The resource will provide overall leadership and direction in the management and delivery of client programs, projects, and services.

Description of Services:

The IT Director, Business Relationship Management & Service Delivery will:

• Collaborate with client business stakeholders to identify, rationalize, and prioritize business investments in IT capabilities, in concert with enterprise architecture.
• Define, manage, and track the portfolio of projects requiring IT capabilities, ensuring visibility into the delivery of IT solutions.
• Influence business strategy from a technological standpoint, act as a translator between business and IT, and provide sound advice to support business decisions.
• Support key client projects and initiatives, including IT risk mitigation, ensuring IT staff have the necessary skills to collaborate and lead, identifying emerging issues and trends, and researching products and vendors.
• Contribute to the development and execution of the IT strategy, ensuring alignment with the client's business strategy and delivery of capabilities required for business success.
• Develop strategic goals for the Business Relationship Management & Service Delivery branch, translate them into tactical plans, and provide hands-on leadership to ensure attainment of IT goals.
• Maintain day-to-day oversight and responsibility for the branch's functions and operational performance, compliance with applicable laws, corporate policies, and financial controls.
• Lead the development and articulation of operational plans, goals, and performance objectives for the branch in support of the IT strategic plan and corporate initiatives.
• Manage financial, physical, and human assets in a fiscally responsible manner, including developing and forecasting annual operating and capital budgets, monitoring and reporting on variances, and evaluating overall expenditures.
• Ensure efficiency and effectiveness of day-to-day operations for client applications in cooperation with internal stakeholders and external vendors.
• Recommend and execute capability improvements to address known gaps in IT maturity, increase efficiency, and set a foundation for future modernization.
• Support the target state IT Operating Model (ITOM) by planning and implementing foundational IT processes based on prioritized IT maturity gaps to better fulfill business expectations and ensure higher IT efficiency within the branch and across the IT division.
• Enable and support the transition to the target state ITOM, new role definitions, organizational structure changes, communications strategy, and execution within the branch and across the IT division.
• Monitor and manage the branch's capacity utilization and execute resource optimization opportunities to balance "run" vs "grow" needs of the business.
• Support the design and build of new interaction models between IT and all client business units, including a formal intake channel to prioritize and align business expectations.
• Consult and collaborate with client business areas to shape and manage the pipeline of opportunities to assess and anticipate current and future business needs.
• Implement a robust client engagement practice as part of the transition to the new IT operating model, including coaching and facilitating interactions with key stakeholders across IT and the business.
• Support internal IT capability improvements through coaching, developing, and attracting talent, in alignment with short-term, mid-term, and long-term needs of the client.
• Foster a business-oriented culture and mindset driven by continual service improvement techniques, and support continuous improvement programs and processes to achieve and improve upon desired outcomes.
• Perform the role of project director/sponsor as required throughout the engagement.
• Coach and mentor internal IT staff and project delivery teams to execute at expected levels of competency and effectively monitor IT performance metrics against value to the enterprise.
• Support the Chief Technology Officer on IT operational initiatives in a senior leadership capacity as required throughout the engagement.

Required Experience and Knowledge:

• Senior-level IT executive (director or above) experience in workers compensation or insurance industry responsible for business relationship management/client engagement, application development, quality assurance, or IT service delivery.
• Experience in establishing a business relationship management practice with the ability to collaborate with key stakeholders (i.e., business suppliers across core business services, HR, Finance, etc.).
• Extensive leadership experience in the delivery of complex IT projects/programs, including IT risk mitigation, legacy remediation, modernization of core systems, and managing diverse teams in multiple technology disciplines.
• Experience with setting, measuring, and reporting on IT project delivery success metrics.
• Experience in applying an agile, growth mindset and continuous improvement methodology to effectively solve complex business problems and mitigate operational risk.

Preferred Experience and Knowledge:

• Strategic vendor management experience with managed service providers, including governance, delivery, and relationship management.
• Experience with PMI methodology and best practices (PMP certification is an asset).

Skills, Characteristics, and Competencies:

• Ability to manage competing demands, multiple priorities, and changes in direction seamlessly.
• Excellent judgment and emotional awareness to lead with calmness and confidence through complex issues and interactions.
• Proven ability to coach and develop internal staff for improved performance and career progression.
• Excellent communication, consultation, and mediation skills to address complex and sensitive issues.

Additional Requirements:

• Must have a Windows-based computer with standard Windows applications.
• Must possess own communication device.