Director of Service Delivery @ Cbts

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients transformative business initiatives. For more information, please visit www.cbts.com .

Job Profile: Director of Application Development

Job Summary: The Director of Application Development will provide visionary leadership, drive technical innovations, and oversee the strategic direction of application development services. This role will focus on key areas such as DevOps, app modernization, data analytics, Low Code/No Code platforms, and Quality Assurance (QA). The Director will play a pivotal role in delivering high-impact solutions, including Power Virtual Agents and CoPilot Studio projects. The successful candidate will navigate complex technical landscapes, continuously assess and address talent gaps, and effectively communicate strategy and results to stakeholders. This individual will demonstrate a commitment to operational excellence, client satisfaction, and continuous improvement, while ensuring alignment with the company s long-term vision and business objectives.

Key Responsibilities:

1. Delivery Leadership:

• Lead and manage the end-to-end delivery of application development services, ensuring successful project completion with a focus on client satisfaction, technical excellence, and timely execution.
• Champion the adoption of DevOps principles to streamline application delivery processes, improve efficiency, and reduce time-to-market for software releases.
• Oversee application modernization projects, including cloud migration, legacy system upgrades, and the implementation of scalable, flexible solutions.
• Direct the integration of advanced data analytics solutions to provide actionable insights, enhancing clients decision-making capabilities.
• Lead the delivery of Power Virtual Agents and CoPilot Studio projects, ensuring user-centered, high-quality solutions that meet or exceed client expectations.
• Continuously assess project health, address risks, and manage stakeholder expectations to ensure project success.

1. Technical Innovation Transformation:

• Drive the integration of cutting-edge technologies such as AI, machine learning, and automation to foster innovation and business transformation for clients.
• Lead the implementation of Low Code/No Code platforms, enabling faster application delivery and empowering business users to create solutions with minimal development effort.
• Cultivate a culture of continuous learning and improvement, ensuring the team stays ahead of industry trends with the latest tools and techniques in DevOps, QA, and app modernization.
• Advocate for the application of best practices in software development, quality assurance, and system architecture to enhance productivity and service quality.

1. Talent Development Team Leadership:

• Attract, retain, and develop top-tier talent across areas such as application development, DevOps, QA, data analytics, and Low Code/No Code platforms.
• Continuously assess team skills against strategic goals, proactively addressing talent gaps to ensure expertise evolves in line with emerging technologies.
• Foster a high-performance, collaborative team culture, empowering team members to contribute to innovative solutions and ensuring their professional growth.
• Formulate and communicate the vision and strategy for the team, ensuring alignment with the company s overarching goals and objectives.

1. Client Relationships Account Growth:

• Build and maintain strong, trusted relationships with key clients, positioning the team as a strategic partner for their digital transformation initiatives.
• Identify and pursue new business opportunities, leveraging deep technical expertise to drive value and revenue growth through upselling and cross-selling.
• Collaborate with sales and business development teams to tailor solutions to clients, aligning offerings with their business challenges and strategic objectives.
• Partner with sales and counterparts in the US and Canada to handle customer escalations, ensuring the creation of win-win situations.

1. Operational Excellence Continuous Improvement:

• Define and monitor key performance indicators (KPIs) for team performance and service delivery, ensuring continuous improvement and alignment with organizational objectives.
• Drive efficiency and cost optimization without compromising quality by implementing operational best practices across application development, DevOps, and QA processes.
• Implement metrics-driven strategies to ensure that all projects are delivered on time, within scope, and with high-quality results.

1. Strategic Vision Innovation:

• In collaboration with the US Onshore App Dev leader, formulate and drive the long-term strategy for the Application Development team, focusing on technology adoption and market differentiation.
• Identify emerging trends such as AI-powered applications and advanced data analytics tools, integrating them into the team s strategic initiatives.
• Deliver compelling presentations and strategic roadmaps to internal and external stakeholders, articulating the vision for the team and the value delivered through innovative solutions.
• Develop the Centre of Excellence (CoE) strategy, working closely with the Onshore team to transition from an on-demand model to a differentiated, value-add CoE model where appropriate.

Qualifications:

• Proven experience leading application development teams with a strong focus on DevOps, app modernization, data analytics, and Low Code/No Code platforms.
• Extensive experience delivering large-scale technical projects, including Power Virtual Agents, CoPilot Studio, and AI-driven solutions.
• Strong leadership and management skills with the ability to attract, develop, and retain top talent.
• Deep understanding of modern software development practices, including DevOps methodologies, Agile frameworks, and cloud technologies.
• Excellent client-facing skills, with the ability to understand customer needs and translate them into technical solutions.
• Exceptional communication and presentation skills, capable of influencing stakeholders and executives at all levels.
• Strong operational acumen with a track record of driving continuous improvements and delivering projects within scope, budget, and timeline.

Preferred Skills:

• Expertise in AI, machine learning, and automation technologies.
• In-depth knowledge of Low Code/No Code platforms such as Power Apps, OutSystems, or Mendix.
• Familiarity with data analytics tools and platforms such as Power BI, Tableau, or similar solutions.
• Experience with CRM systems, customer engagement strategies, and driving customer-centric solutions.
• Strong understanding of Quality Assurance best practices, automated testing, and CI/CD pipelines.

Key Competencies:

• Leadership Vision
• Innovation Transformation
• Strategic Thinking Problem Solving
• Client Relationship Management
• Talent Development Team Empowerment
• Operational Excellence Efficiency

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.