Senior Manager, Service Delivery (Ottawa)

Location: Ottawa, ON | Type: Full-time | Salary: $110,000 - $140,000 per year | Competition Number: SMDON26

• Benefits: Health Insurance, Dental Insurance, Paid Time Off, Group RRSP, Life Insurance, Disability Insurance, Employee Assistance Program, Wellness Programs.

About PLATO

PLATO is one of Canada’s leading software testing and technology services firms, with a mission to build a stronger, more inclusive technology workforce. We work with clients worldwide and are proud to be an Indigenous‑led organization dedicated to creating opportunities for First Nations, Métis, and Inuit communities.

Overview

Senior Manager – Ottawa Regional Delivery & People Leader

What You’ll Do

• Lead, mentor, and develop a team of software delivery professionals at various career stages.
• Support internal apprenticeship programs and create growth‑oriented development plans.
• Coach team members through client interviews and presentations.
• Set expectations and measurable goals, conduct performance reviews, and provide continuous feedback.
• Manage daily team approvals – timecards, training requests, expenses.
• Serve as a visible, positive role model embodying PLATO’s culture and values.
• Drive employee engagement initiatives that enhance the experience and culture.
• Foster a culture of learning, collaboration, inclusion, and innovation.
• Mediate conflicts constructively and maintain a supportive team environment.
• Champion diversity and build team morale.
• Oversee delivery of multiple client projects and engagements within the Ottawa region.
• Act as point of escalation for project issues, assessing risks and managing changes.
• Collaborate with delivery leadership to monitor customer satisfaction and deliver corrective actions.
• Report on regional staffing levels to maximize margins and KPIs.
• Facilitate regular team and client meetings to review progress, milestones, and goals.
• Serve as a trusted advisor to clients, deepening relationships and uncovering new opportunities.
• Participate strategically in client engagements from solutioning and proposals through kickoff and delivery.
• Actively participate in Ottawa‑area networking events, industry meetups, and professional communities.
• Leverage your network to surface new business opportunities and support regional sales growth.
• Help build PLATO’s reputation as the service delivery experts in the Ottawa market.
• Stay current on industry trends and bring fresh thinking to customers and the team.

What You Need

• Positive, energetic, and proactive attitude.
• Excellent relationship‑building skills with clients, employees, and executives.
• Respected presence in the professional community and active contribution to conversations.
• Calm under pressure with strong judgment on competing priorities.
• Transparent, direct, and kind communication.
• Growth‑mindset and openness to self‑improvement.

What You’ll Bring

• University degree or college diploma in IT, Business, or related field.
• 10+ years of progressive IT experience, including at least 5 years in software testing.
• 5+ years in people management or supervisory roles.
• 5+ years as a consultant or leading consulting teams.
• Proven track record managing large‑scale software delivery projects.
• Strong coaching, mentoring, and conflict resolution skills.
• Mandated experience building and maintaining robust relationships with employees and clients.
• Mandated participation in professional communities and networking.

Core Skills

• Software Testing
• Consulting
• People Management

Commitment to Diversity & Inclusion

We welcome talented individuals from all backgrounds who share our passion for quality and excellence in software testing.