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Mercatus Technologies Inc

Director, Delivery

Client Experience – Toronto, Ontario
Department Client Experience
Employment Type Full-Time
Minimum Experience Senior Manager/Supervisor

The Opportunity

The Director, Delivery will be responsible for providing direction and leadership to the talented team within the Client Experience department in order to execute on a variety of client engagements. The incumbent will be responsible for developing and growing resources and processes for project and program implementation as well as being responsible for delivering exceptional customer service.  The mandate of the role requires the incumbent to establish the processes and communication channels to work with the Sales, Marketing, Client Success Managers, Product, and Development teams that is critical for the successful deployment of projects.  

Primary Responsibilities

  • Manage a portfolio of projects ensuring they are delivered in a manner that achieves the client business objectives, while adhering to the Mercatus Implementation Methodology.
  • Accountable for the overall execution of project processes and deliverables in-line with the project plan, including planning, financial, communication, stakeholder, risk and issue, and scope management.

  • Manage a group of Project Managers facilitating on-time, in-scope and on-budget implementations varying in size from a few months to several years, with budgets typically ranging from $1M - $5M.


Planning Management:

  • Establish an overall project plan in compliance with the Mercatus Methodology and change management protocols.

  • Develop, monitor and actively manage a task-level Schedule/Plan, including the gathering of effort and cost estimates as key inputs to the Resource Plan, Schedule and Budget.

  • Plan, monitor and manage project staffing, liaising with the resource managers for staffing assignment, ensuring accurate resource forecasting and allocation continues throughout the project lifecycle.

  • Establish the Governance framework, as appropriate to the project.


Financial Management:

  • Develop a Resource Plan and Budget, actively monitoring and managing all project financials.

  • Work with cross-functional teams to create a Statement of Work and Purchase Orders, tracking all invoices, accounts receivable and accounts payable as they relate to the project.


Communication Management:

  • Consistently communicate clear, quality information to capture interest, inform and gain support.

  • Effectively communicate relevant project information to all project stakeholders, at all levels, both written and verbal.


Stakeholder Management:

  • Manage the day-to-day deliverables of project resources.

  • Manage vendor delivery in accordance with the project Statements of Work.

  • Manage the expectations of project stakeholders, at all levels.


Risk and Issue Management:

  • Identify, define, assess, rank and describe the process of how project risks will be addressed and/or mitigated, assigning accountability for the ongoing monitoring of any perceived risks that may impact the project team’s ability to successfully deliver the project.


Scope Management:

  • Oversee the creation of Functional and Non-functional requirements to ensure alignment with the Business Case and Project Charter.

  • Document all scope changes via the established change management processes.



  • Collaborate with Mercatus and Client Executive teams to ensure customer commitments are achievable

  • Provide guidance and leadership throughout the project life-cycle, including input into performance development plans.

  • Drive collaborative culture recognition, awareness and adoption by fostering highly collaborative and effective working relationships based on trust; improving collaboration across departments.

  • Partner with senior leadership, understand the strategic importance of initiatives demonstrating a strong customer focus.

  • Demonstrate acceptance of responsibility for individual and team performance, a strong sense of ownership and drive for results.

  • Act as a customer advocate; support from project initiation phase through to end of implementation process, ensuring measures are taken to maintain customer satisfaction

  • Influence others cross-functionally to ensure department goals are met and conflict resolved in an effective manner


Skills, Experience & Education



  • Demonstrated understanding and experience in project management best practices.

  • Significant experience in the project delivery function; proven success developing and implementing solutions within a complex multi-stakeholder organization.

  • An excellent understanding of business services and application development.

  • Ability to recognize symptoms that indicate problems and manage client’s perceived view / assessment of business risks appropriately.

  • Proficiency in the use of Microsoft Project.

  • A track record of building strong relationships with internal clients and external business partners.

  • Experience in managing business expectations, leading project review meetings, managing and setting priorities, as appropriate.

  • Confidence to seek feedback to enhance performance.


Experience & Education

  • Minimum of 8 years in a project management role

  • Bachelor’s degree in Commerce, Business Administration, or related or equivalent business experience

  • Completed PMP certification

  • 3+ years of management experience, an asset

  • 10+ years experience within a software or SaaS company 


Who is Mercatus

The grocery industry is in a state of flux. Consumers are embracing technologies, devices and services that make everyday tasks like shopping, cooking and list-making quicker, easier, more fun and more efficient. Mercatus empowers grocers to adopt this change driven by consumer demand, allowing them to grow with the evolving needs of today’s shoppers. We create and build web and mobile applications exclusively for grocery retailers, helping them to extend their brand’s online presence, offer personalized experiences to their customers, and sell their products on the web. This is all done through one cohesive, enterprise-grade SaaS platform.


The Team

We’re not just helping grocery retailers grow, we’re helping more than 80 team members grow personally and professionally. The best thing about working at Mercatus is the people. We solve challenging problems every day. We’re scaling a company where people can build their work around their life, and not the other way around.  Flexibility and full autonomy mean you’re in the driver’s seat to create a schedule that works for you and your passions. We’re looking for people who will make our culture even better—people who have a desire to collaborate and bring their unique creativity to the table. If that sounds like you, we’d love to hear from you.  

We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.


Mercatus is an Equal Opportunity Employer and is committed to the principles of equal employment opportunity and non-discrimination.

No unsolicited agency referrals please.


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  • Location
    Toronto, Ontario
  • Department
    Client Experience
  • Employment Type
  • Minimum Experience
    Senior Manager/Supervisor
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