Full-Time / Hybrid

Company Description

JTS is a Canadian advisory and delivery consulting firm focused on delivering meaningful change through smart infrastructure in the water, gas and electric utilities, telecommunications, transportation and construction industries. From integrated program controls and risk management to business transformation and constructability, we are:

• People Powered – bringing together awesome, experienced and enjoyable professionals to deliver client and team success;

• Adventure-oriented – encouraging our people to celebrate and grow their personal and professional aspirations to work hard and play harder; and

• Outcome-focused – looking at the forest for the trees, we focus on delivering smart infrastructure that is better for our children and our children’s children.

Role Description

We are seeking a highly motivated and experienced individual to join JTS as a Senior Manager, Service Delivery Operations. In this role, you will be accountable for leading and strengthening service delivery across the entire JTS portfolio; spanning areas such as advisory, program delivery, owner’s representative services, tactical field support, organizational change, and regulatory engagements. You will define, operationalize, and continuously improve service delivery practices at JTS by establishing standards, governance frameworks, performance expectations, and oversight mechanisms that ensure consistent, high-quality outcomes across all client work.

This role will oversee, monitor, and report on the health and performance of all active engagements across JTS. You will ensure delivery standards are met, governance rhythms are maintained, risks are proactively managed, and performance metrics are visible to leadership. Working closely with delivery leads, account leaders, and consultants, you will support scope definition, resource planning, financial oversight, and execution discipline from engagement initiation through close-out; strengthening interfaces between advisory, PMO, project controls, field delivery, and corporate functions.

Beyond oversight, this role is responsible for elevating overall delivery maturity across the organization. This includes refining tools and templates, strengthening financial and margin controls, embedding consistent reporting cadence, improving cross-functional coordination, and building scalable delivery processes that help achieve our objectives and targets. You will work strategically in complex or high-risk engagements to ensure successful outcomes and safeguard JTS’ reputation.

This position requires strong operational leadership capability, financial acumen, and the ability to thrive in a fast-paced, high-accountability environment. The ideal candidate brings deep experience managing complex service portfolios, operationalizing a practical governance discipline, and improving delivery models across multiple engagement types. A proven track record of driving consistent results while evolving operational practices is essential.

Reporting to the SVP of Service Delivery, this role will work closely with JTS’ leadership team and ecosystem of consultants to foster strong connectivity, reinforce delivery excellence, optimize portfolio performance, and enable scalable growth. The position contributes both internally, by strengthening JTS’ operating model, and externally, by providing strategic delivery leadership on key client engagements where needed.

Key Responsibilities:

Service delivery leadership and execution

• Drive continuously improve JTS’ service delivery model across all engagement types including advisory, program delivery, owner’s representative, field execution, organizational change and regulatory services.

• Establish and enforce firm-wide delivery standards, governance rhythms and performance expectations.

• Oversee the health of the full engagement portfolio, ensuring consistent quality, risk discipline and margin protection.

• Monitor financial performance at the engagement and portfolio level, proactively identifying margin risks and corrective actions.

• Ensure delivery practices align with JTS’ strategic objectives, operating model and growth targets.

• Intervene in complex, high-risk or high-visibility engagements to stabilize performance and safeguard outcomes.

• Maintain visibility of resource capacity, utilization and portfolio balance to support sustainable growth.

Delivery methodology, tools and intellectual property

• Refine and operationalize the JTS way of delivery across service lines.

• Develop and maintain standardized governance frameworks, reporting cadence, risk management practices and quality controls.

• Lead the development, refinement and adoption of delivery tools, templates, dashboards and operating processes.

• Build and manage JTS’ intellectual property library, ensuring reusable assets strengthen competitiveness and delivery consistency.

• Ensure delivery practices are practical, scalable and aligned with industry standards while remaining fit for purpose for JTS’ model.

• Drive continuous improvement initiatives across service delivery, incorporating lessons learned and performance data.

Engagement and portfolio governance

• Oversee engagement lifecycle management from initiation through closure across the firm.

• Ensure appropriate governance levels are applied based on engagement size, complexity and risk.

• Monitor portfolio-wide risks and escalate material issues to executive leadership as needed.

• Establish and maintain clear interfaces between delivery teams, account leads, project controls, advisory teams and corporate functions.

• Ensure compliance with defined processes while avoiding unnecessary overhead that erodes margin.

• Lead regular portfolio performance reviews and ensure corrective actions are implemented.

Business development and strategic growth support

• Partner with business development and account leads to ensure delivery credibility is embedded in proposals and pursuits.

• Participate in front-end sales cycles for significant or complex engagements to shape scope, pricing, risk allocation and delivery approach.

• Present JTS’ delivery model and implementation strategy to prospective clients, reinforcing confidence in execution capability.

• Support financial and delivery discipline during pursuit stages by ensuring pricing aligns with delivery risk and capacity realities.

• Contribute to the creation of repeatable, high-value service offerings that strengthen market positioning and consulting mix.

People, capability and ecosystem development

• Strengthen delivery leadership capacity across JTS through coaching, mentorship and structured oversight.

• Support recruitment and onboarding of consultants aligned with JTS’ delivery standards.

• Ensure clear role expectations, performance visibility and accountability across engagement teams.

• Foster strong connectivity within JTS’ ecosystem of consultants to drive alignment, collaboration and collective success.

• Build internal capability across advisory, governance, controls and operational execution disciplines.

Stakeholder and executive engagement

• Build and maintain trusted relationships with senior clients, internal leadership and ecosystem partners.

• Serve as a senior escalation point for delivery-related matters.

• Ensure stakeholders are informed, aligned and confident in JTS’ execution approach.

• Translate complex delivery realities into clear executive-level reporting and decision support.

Experience

• 10+ years of progressive leadership experience in service delivery, program management, operations or consulting within infrastructure, utilities, telecommunications, construction or regulated environments.

• Demonstrated experience overseeing a portfolio of complex engagements rather than managing a single project.

• Proven track record of delivering high-stakes, multi-stakeholder programs within scope, schedule and budget while protecting margin.

  Experience in:

  • establishing or maturing delivery governance frameworks, PMO structures or enterprise delivery models.

  • managing financial performance at the engagement or portfolio level, including margin oversight, forecasting and risk mitigation.

  • shaping scopes of work, pricing strategies and delivery approaches during business development cycles.

  • building scalable processes, tools and reporting mechanisms to support operational growth.

  • operating in fast-paced, high-accountability environments with executive visibility.

  • leading cross-functional teams, including consultants, contractors and ecosystem partners.

  • intervening in underperforming or high-risk engagements to stabilize and recover delivery performance.

Knowledge

• Strong knowledge of program and portfolio governance frameworks and industry best practices.

• Deep understanding of service delivery models across advisory, program delivery, owner’s representative and operational support environments.

• Working knowledge of financial performance drivers including utilization, contribution margin, cost control and operating leverage.

• Understanding of risk management, controls, forecasting and executive reporting.

• Knowledge of infrastructure delivery, capital programs and regulatory environments in Canada is preferred.

• Familiarity with change management principles and stakeholder alignment practices.

• Understanding of business development lifecycle, pursuit governance and pricing discipline.

• Knowledge of scalable operating models that balance flexibility with governance discipline.

• Awareness of automation, reporting tools and technology enablers that improve operational efficiency.

Education and professional credentials

• Bachelor’s degree in business, engineering, finance, operations or a related field required.

• Master’s degree such as MBA or equivalent advanced degree considered an asset.

• Professional certification such as PMP, PgMP, PRINCE2, CFA, CPA or similar is considered an asset.

• Formal training in program governance, enterprise risk management or organizational change is an asset.

• Continuous professional development in leadership, operations or consulting practices is expected.

Core capability profile

• Strong strategic and operational leadership capability.

• High financial acumen and comfort managing performance metrics.

• Executive-level communication and stakeholder management skills.

• Ability to translate strategy into disciplined operational execution.

• Comfort with accountability, ambiguity and scaling organizations.

General Information:

Location: This role offers flexibility to work remotely or in a hybrid arrangement, depending on the person’s location.  In office expectations will be established collaboratively between the incumbent and the CEO. Occasional travel within Canada may be required in support of executive priorities.

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