Manager, BizApps (Salesforce & AI services)

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.

Your Opportunity

BDO Canada is seeking a BizApps Manager to join our fast-paced and growing Solution Operations practice, with the ability to work from anywhere in Canada. The primary focus of this role is to operationalize and manage the Salesforce service line and AI Copilot BizApps services within the practice. In addition to the primary areas of focus, additional leadership duties may be assigned as required by the business. The ideal candidate would be someone that is passionate about operations and service, growing and maturing the team, driving continuous improvement and contributing to the evolution & growth of the practice. As part of this role, the candidate would own all aspects of the business inclusive but not limited to the strategy, business development, delivery and operations of the assigned areas. An entrepreneurial spirit is welcome in this role.

Job Summary:

As part of the management team, you will lead the strategy, design, development, and delivery of our Salesforce operations offerings. Complimenting this, the candidate would spearhead initiatives that would drive AI offerings (inclusive of Copilot) across the Business Applications competency portfolio. This role requires a strategic and creative leader who can collaborate with cross-functional teams, manage the Salesforce Solution Operations service offerings, and drive innovation and excellence in support and AI-enhanced solutions.

The successful candidate in this role will:

• Devise and execute on strategic business plans
• Recruit, retain and develop talent
• Build an internal and external brand in order to be recognized as a thought leader in his or her space
• Develop and execute on go to market campaigns (inclusive of leading opportunities to closure)
• Overview and/or manage engagements against typical constraints (budget, profitability, scope, schedule, risk, issues)
• Drive the growth and maturity of the assigned service line
• Be able to lead multiple initiatives as required by the business
• Be able to manage other areas of discipline as required by the business

Key Responsibilities:

Salesforce Operations Offerings:

• Design and develop comprehensive Salesforce operations services to meet the diverse needs of our clients.
• Work closely with the Salesforce implementation team to ensure a seamless transition from project delivery to ongoing operations.
• Facilitate effective knowledge transfer from the implementation teams to operations teams to ensure high-quality service delivery.
• Prepare solutions and clients for operations, ensuring they understand the service structure and escalation processes.
• Grow and manage the Salesforce operations team, ensuring they are skilled, motivated, and equipped to handle client needs.

Salesforce Copilot Services:

• Design and deliver innovative service offerings for Solution Operations around Salesforce Copilot, enhancing user interaction and automation through AI.
• Collaborate with product and delivery teams to integrate Copilot features effectively into their service offerings upon request.
• Ensure the delivery of high-quality, scalable, and repeatable Salesforce Copilot solutions.

BizApps Copilot and AI Offerings:

• Lead the design and develop Business Applications Copilot and AI service offerings and products with other BizApps product managers.
• Stay abreast of industry trends and technological advancements in AI and business applications to inform strategic decisions.
• Drive the adoption of AI technologies within our service offerings, ensuring they align with client needs and market demand.
• Collaborate with internal stakeholders and external partners to enhance our capabilities and reach in delivering cutting-edge AI solutions.
• Participate in pre-sales presentation, pricings and proposals

Team Leadership and Development:

• Hire, train, and mentor team members, fostering a culture of innovation and continuous improvement.
• Set clear team goals and performance metrics; evaluate performance and provide constructive feedback and coaching.

Client Engagement:

• Engage with key clients to gather feedback, understand their evolving needs, and adjust our offerings accordingly.
• Ensure the highest level of client satisfaction through proactive communication and efficient problem resolution.
• Act as a escalation contact on and off hours as needed and manage any customer satisfaction or delivery concerns
• Build deep relationships with Clients and assist in expanding engagement footprint when the opportunities presents itself

Practice Operations

• Ensuring effective delivery of operations and high customer service
• Manage multiple engagements against budget, timeline and scope
• Monitor and manage vendor relationships where applicable.
• Leading internal and external action planning meetings and driving deliverables to closure
• Ensuring the adherence to a consistent standardized service delivery model rooted in IT Service Management (ITSM) best practices
• Support the finance team as part of the month end billing process
• Support the evolution of tools and operational procedures driven through the lens of continuous improvement
• Update / Establish, track and report on Key Performance Indicators supporting the delivery of operational excellence

How do we define success for your role?

• You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration

• You understand your client’s industry, challenges, and opportunities; client describe you as positive, professional, and delivering high quality work

• You identify, recommend, and are focused on effective service delivery to your clients

• You share in an inclusive and engaging work environment that develops, retains & attracts talent

• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace

• You grow your expertise through learning and professional development.

Qualifications:

• Bachelor’s or master’s degree in Computer Science, Business Administration, or a related field.
• 7+ years experience in Salesforce support services management and delivery.
• 5+ years’ experience in the Information Technology space with significant operational experience
• Knowledge of Salesforce ecosystems and Copilot functionalities.
• Hands-on exposure to AI technologies and their application in business processes.
• Strong leadership skills and experience in building and managing teams.

• 5+ years' experience in managing and mentoring a team of at least 5
• 2+ years' experience in creation and implementing operational procedures and continuous improvement activities
• Experience in managing off-shore teams and vendors
• Exposure to P&L
• Excellent customer-facing, communication and presentation skills
• Excellent communication, interpersonal, and client-management skills.
• Excellent troubleshooting and problem solving skills
• Excellent in multi-tasking and time management
• Strategic planning and management expertise

Why BDO?

Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2024. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.

Our firm is committed to providing an environment where you can be successful in the following ways:

• We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.

• We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.

• We support your achievement of personal goals outside of the office and making an impact on your community.

Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.

Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide flexible benefits from day one, and a market leading personal time off policy. We are committed to supporting your overall wellness beyond working hours and provide reimbursement for wellness initiatives that fit your lifestyle.

Everyone counts: We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation. If you require accommodation to complete the application process, please contact us.

Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.

Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.

Ready to make your mark at BDO? Click “Apply now” to send your up-to-date resume to one of our Talent Acquisition Specialists.

To explore other opportunities at BDO, check out our careers page.