Manager, Service Delivery

Your Impact

As the Service Delivery Manager, you will be instrumental in leading a dedicated group of professionals responsible for the successful implementation and adoption of Axon Enterprise’s suite of products, including (but not limited to) Axon Evidence and associated software solutions and hardware sensors. Your leadership will ensure that the team effectively meets client needs and maximises the value of our technology, while fostering a culture of excellence and collaboration.

Location : Remotely from Canada

Reporting to : Director, Professional Services, Commonwealth

Number of Reports : 6

Travel Expectations : approx. 30%

What You'll Do

• Team Leadership: Guide, mentor, and develop the Service Delivery Team, fostering a collaborative and high-performance culture. Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team skills and knowledge.
• Resource Management: Effectively manage team resources, ensuring optimal allocation and utilization of skills and expertise to meet project demands. Monitor team workloads and provide support to balance priorities.
• Complex Deployments: Lead and manage a team responsible for executing complex, enterprise-grade product deployments. Provide strategic oversight across change management activities, technical presentations, solution demonstrations, and technical workshops, ensuring alignment between client partners and internal stakeholders.
• Stakeholder Collaboration: Work closely with business and IT leaders to define the vision, scope, and delivery timelines for project deliverables. Ensure that project milestones and deadlines are met, and that all documentation supports project scope and customer acceptance for revenue recognition.
• Technical Expertise: Maintain a deep understanding of Axon products and services, ensuring the team successfully installs, configures, and tests solutions, including interview rooms, in-car video systems, activation devices, and body-worn cameras.
• Training & Knowledge Transfer: Facilitate training for customers and subcontractors on the installation and use of solutions. Promote knowledge transfer within the team and across the organisation to enhance collective expertise.
• Feedback & Documentation: Document customer feature requests and issues, providing critical feedback to sales and product management teams for continuous improvement.
• Strategic Planning: Contribute to the strategic planning of the Service Delivery Team, identifying opportunities for process improvements, resource enhancements, and service offerings.
• Additional Responsibilities: Perform other duties as required, adapting to the evolving needs of the business.

What You Bring

• Leadership Experience: Proven experience in managing teams, with strong leadership skills to guide and develop talent in a dynamic environment.
• Specialised Knowledge: Proven operating experience in areas such as Digital Video, Mobile Communications, or SaaS.
• Project Management Skills: Experience in project management and resource tracking, with a strong understanding of software/hardware testing and implementation.
• Technical Acumen: Comfort with basic networking concepts and mobile applications, combined with the ability to troubleshoot effectively.
• Industry Insight: A solid understanding of the company's solutions and products, including their strengths, weaknesses, opportunities, and threats.
• Self-Motivation: Ability to work independently with a sense of urgency and attention to detail, while maintaining open communication with all involved teams.
• Project Management Excellence: Demonstrated ability to implement, drive, and track multiple simultaneous projects, with strong problem-solving skills.
• Willingness to Travel: Availability to travel (30%) within Canada, with occasional international travel.
• Educational Background: Bachelor’s degree in Management, Business or Information Technology, Information Systems, or applicable Technical Engineering (Computer Science, Software Engineering, Software Development).
• Professional Experience: Relevant professional experience contributing to similar technology projects or programs, particularly in SaaS environments.

Join us as we lead the way in public safety technology! Apply today to be a vital part of our Professional Services team and make a lasting impact.