Director: Business Transformation and PM Operations

As the Director: Business Transformation & PM Operations, you will be the change management leader for Impact Service Group as we are improving our business processes and technology stack end-to-end. You will lead the strategy, development, and transition of WO management systems. You will support technology implementation and product management of our client/vendor portal, and you will help ISG to utilize data to improve internally and strengthen our client offerings.

Key Responsibilities:

• Reporting to the GM; overseeing PM operational business processes and leading change management for Impact
• Lead integration of technology systems inclusive of WO management platform changes, financial systems conversion, and data visibility
• Knowledge of Salesforce and/or experience with service-based WO platforms
• Understanding of NetSuite, Sage
• Competency with large data sets and dashboards to transition Domo
• Launch new data tools and dashboarding with PowerBi
• Support technical improvements and rollout of online client/vendor platform ‘Nebula’
• Drive change management including training plans, development, and systems adoption across affected teams
• Oversee delivery for PM cycles – inclusive of leading a team of PM Program Manager and PM coordinators while installing automation
• Oversee the data and development team inclusive of Data Analyst, and 2 Salesforce administrators
• Experience with large data, data presentation, and connectivity required
• Provide mentorship and growth opportunities for team members, preparing them for future growth roles
• Set and monitor performance goals, ensuring alignment with service, financial, and productivity metrics.
• Identify and implement opportunities to standardize processes across the platform.
• Act as a champion for continuous improvement using data-driven insights
• Regularly review and improve operational workflows, focusing on efficiency and client satisfaction.
• Resolve service-related issues and escalations, ensuring issues are managed to client standards.
• Manage financial tracking and reporting for key accounts, including accurate billing and budget alignment.
• Deliver detailed reports to clients and internal stakeholders, covering service performance, project status, and account metrics.

• 7 Years of leadership experience including project and change management
• Strong understanding of systems integration, technology platforms, and cross-company operations
• Excellent project, stakeholder, and time management skills within a service or multi-site organization
• High attention to detail and ability to align technical solutions with business goals
• Computer proficiency, including Salesforce or equivalent WO platforms, CMMS, MS suite and data analytics tools, dashboard tools such as PowerBi or equivalent
• Strong problem-solving and analytical skills, particularly in complex or changing environments
• Experience in vendor managed services, client facing service delivery, or HVAC is a plus