As an Engagement Delivery Manager , you will be at the center of Randstad Digital's services to drive our customers' success. We are looking for a tech services leader who is versatile and customer-driven. You will be invested in providing an excellent customer experience through Randstad Digital’s wide array of offerings, from talent-driven solutions to technology solutions. This position is an accelerated path to a career in professional services and you’ll be reporting to the North-American Delivery.

What you get to do:

Service Delivery Oversight

- Deliver services on time, within scope, and to quality standards.
- Monitor service performance against SLAs, KPIs, and contracts.
- Address service issues, escalations, and incidents proactively, taking ultimate accountability for the success of active engagements.

Client Relationship Management

- Serve as the primary client contact for service delivery, successfully navigating pressure and managing expectations.
- Build trusted relationships to understand client needs and ensure satisfaction.
- Conduct regular service reviews and provide performance reports.
- Manage a portfolio of up to 5 clients.

Cross-Functional Sales & Recruitment Support

- Provide cross-functional support to internal sales and recruiters across the full lifecycle, including administrative backup and client-facing assistance.
- Identify new opportunity insights across industry verticals to elevate overall client satisfaction.

Operational Governance

- Oversee daily operations and coordinate technical, support, and project teams.
- Navigate a blend of startup flexibility and large enterprise processes, bringing a builder mentality to institute functional change without relying on rigid corporate templates.
- Ensure compliance with policies, security,



and regulations.
- Drive continuous improvement in service delivery.

Team & Resource Management

- Manage delivery teams: onboarding, training, and performance.
- Align resources to projects and engagements.
- Support workforce planning and capacity management.
- Oversee up to 30-35 resources within active engagements.

Financial & Contract Management

- Track service budgets, cost efficiency, and profitability to steer and protect revenue for deployed teams.
- Manage contract scope, renewals, and change orders.
- Identify upsell and new service opportunities.

Continuous Improvement & Innovation

- Drive initiatives to improve service quality, efficiency, and client value.
- Lead service improvement plans and root cause analysis.
- Recommend and implement tools/automation for better service management.

What you need to bring:

- Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or Business Administration.
- Certifications like PMP, Scrum Master (CSM), or SAFe are strong assets.
- 5+ years of experience in software project or service delivery, including managing client-facing engagements.
- 5+ years in a professional services or consulting environment, preferably with custom software delivery.
- Demonstrated success in delivering complex software solutions (web/mobile/cloud-based), either fixed-bid or time & materials.




- Experience managing multiple concurrent projects or client portfolios, including cross-functional teams.
- Familiarity with Agile and hybrid delivery models, including working with product owners and scrum teams.
- Understanding of software development life cycle (SDLC), DevOps, and CI/CD practices.
- Familiarity with modern technology practices (e.g., React, Node.js, Java/.NET, Python, cloud-native architectures) and exposure to cloud platforms such as Azure, AWS, or GCP.
- Ability to translate business requirements into delivery plans, and manage scope, timelines, and risk.
- Skilled in using tools like JIRA, Azure DevOps, Confluence, MS Project, or similar for project tracking and reporting.

Soft Skills:

- Exceptional client management and stakeholder communication skills
- Strong business acumen
- Strong problem-solving and conflict resolution abilities
- Capable of navigating cross-functional teams (developers, QA, architects, UX, DevOps, etc.)
- Demonstrated ability to negotiate scope, manage change control, and drive account growth
- Comfortable balancing delivery quality, client satisfaction, and profitability
- Exceptional communication skills in English. Bilingual with French a plu s.

What’s in it for you:

- Hybrid work workplace
- Competitive base salary and bonus plan
- Wellness spending account and an ergonomic reimbursement program to equip your home office
- 3 weeks (15 days) paid vacation in your first 12 months plus additional care days
- Work in a fast-paced atmosphere, where every day is different and the challenges are varied
- The chance to progress within an authentic, supportive and growing organization
- A collaborative and participative leadership style

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📌 Engagement Delivery Manager (Toronto)
🏢 Randstad North America
📍 Toronto