Director of Operations

We are hiring a Director of Operations to lead the North American business for a global digital consultancy. This role will be instrumental in expanding the company’s presence in the U.S. while maintaining and strengthening operations across the region. The Director will drive sustainable, long-term growth in line with strategic priorities and values, and lead the delivery of client-focused solutions across key service areas, including Operational Excellence, Analytics, MES, OEE, SCADA systems, Cybersecurity, and broader digital transformation initiatives.

We welcome applications from candidates based in both the U.S. and Toronto, Canada.

U.S.-based employees will work primarily remotely, with regular travel to the Toronto office. Toronto-based employees will follow a hybrid work model.

Main Role & Responsibilities

Strategic & Commercial Leadership

• Develop, lead, and execute the Digital Operations strategy across North America.
• Collaborate with the Sales team to identify high-priority opportunities (“must-win” deals) and create joint execution plans.
• Influence and support the Sales team to deliver against revenue and margin targets.
• Hold full P&L accountability for U.S. and Canadian operations, including delivery against budgeted performance.
• Drive customer engagement and develop strong, multi-touch relationships with key clients.
• Lead and motivate high-performing teams in alignment with the company’s values, culture, and expectations.
• Establish a cost-effective operating model by leveraging U.S., Canadian, and offshore engineering resources.
• Promote collaboration and communication across regional teams and functions.
• Build and sustain external networks to support business development and industry visibility.
• Foster a culture of innovation, agility, and continuous improvement.
• Monitor customer, market, and competitor trends, and provide timely feedback to senior leadership.
• Partner with the Marketing team to drive effective support, channel, and partnership strategies.

People Leadership & Team Development

• Provide clear direction, hands-on support, and coaching to help team members reach their individual and team goals.
• Conduct structured performance reviews at least twice annually and support ongoing development planning.
• Address and resolve team dynamics and interpersonal issues in a timely and constructive manner.

Performance Management

• Set performance expectations that align with broader business strategy.
• Track and report KPIs and team metrics; contribute to annual talent reviews and performance calibrations.
• Address performance or conduct issues proactively, with a focus on growth and accountability.

Communication & Coordination

• Lead regular team meetings to share goals, updates, and feedback.
• Serve as a liaison between the team and senior leadership, ensuring alignment on priorities.
• Coordinate effectively with cross-functional and international teams.

Training & Development

• Oversee onboarding and role-specific training for new hires.
• Identify opportunities for team development and long-term career growth.
• Encourage a culture of continuous learning and professional development.

Compliance & Risk Management

• Ensure adherence to all internal policies, regulatory requirements, and health & safety standards.
• Monitor and escalate risks appropriately to maintain team wellbeing and compliance.

Change Management

• Lead your team through change initiatives, process improvements, and structural transitions.
• Communicate change clearly and support adoption with empathy and clarity.

Budget & Resource Management

• Manage budgets responsibly, ensuring efficient allocation of resources.
• Oversee workforce planning and recruitment for open roles on your team.
• Carry out other line management duties as required and aligned with the needs of the business.

Key Experience and Skills

• Minimum of 10 years of progressive professional experience in software development or IT consulting, including at least 5 years in senior leadership roles managing teams of 10 or more staff members.
• Proven track record of driving business growth through effective collaboration with sales teams.
• Bachelor’s degree in Engineering or Business; MBA is a strong asset

Strategic Leadership

• Demonstrated ability to develop and implement business strategies, growth plans, and operational objectives.
• Proven experience managing the complete client lifecycle, including sales, project execution, and contract renewal.
• Strong track record of collaborating closely with sales teams to achieve organizational goals.
• Experience working in a fast-growing company environment, demonstrating adaptability and the ability to lead through change (highly desirable).

Financial Management

• Extensive expertise in forecasting, budgeting, and driving margin improvements.
• Prior P&L responsibility is essential.

Client Focus

• Proven capability to manage key client relationships, support business development efforts, and enhance customer satisfaction.

Technical Acumen

• Adept at guiding engineering teams, evaluating projects, and supporting research and development initiatives.
• Comprehensive knowledge of industry principles, standards, and best practices.
• Sound understanding of Operational Excellence, Analytics, Connectivity, Cybersecurity, and Support functions at a strategic level.