As a Senior Customer Delivery Manager (CDM) in GES, you are the customer's single point of contact from contract signature through production deployment. You own the onboarding execution - translating what was sold into what gets delivered, on time, with the customer fully operational. CDMs coordinate across Product, Engineering, Operations, Field Support, Customer Delivery Engineers, system integrators, and customer IT teams to deliver predictable deployment outcomes.
This is not a sales role. You are the execution owner who builds lasting customer relationships through transparent communication and reliable delivery. You will manage complex, multi-site deployments across enterprise verticals including energy, maritime, aviation, and telecom - developing onboarding plans, driving milestone execution, managing escalations, and conducting structured handoffs to post-deployment support teams.
The ideal candidate brings strong program management skills, experience with complex technical deployments in enterprise settings, and the ability to build trust with customer executives through consistent delivery. You are comfortable navigating ambiguity in a fast-moving startup environment and can drive operational rigor without sacrificing speed.
Key job responsibilities
Develop and execute project-specific onboarding plans mapping contract deliverables, timelines, resource requirements, success criteria, and risk mitigation strategies
Coordinate and lead Customer Onboarding Kickoff Meetings with Business Development, Solutions Architecture, and customer stakeholders - establishing workstream owners, timelines, and reporting cadence
Orchestrate cross-functional execution across Product, Engineering, Operations, contract processing, Customer Delivery Engineers, Field Support Providers, system integrators, and customer IT teams
Track deployment progress and velocity across multiple concurrent customer engagements; surface blockers early and drive resolution through escalation
Provide structured customer communication (weekly/bi-weekly status reports) managing expectations through transparency
Coordinate workstream execution including Assisted Ordering, Leo Console setup, Network Integration, site activation, and acceptance testing
Create and deliver Project Closeout Packages for handoff to post-deployment support teams; conduct post-activation reviews and establish baseline KPIs
Mentor junior CDMs on deployment methodology, stakeholder management, and operational rigor
Contribute to the development of standardized onboarding playbooks, templates, and process improvements
Identify patterns across engagements to improve onboarding velocity and reduce time-to-first-invoice
Export Control Requirement:
This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations.
About the team
As a member of Global Enterprise Services (GES), you will be joining the Customer Delivery (CD) team, a customer-facing regional group of experts that serves as the technical execution engine behind all B2B direct customers.
BASIC QUALIFICATIONS
- Speak, write, and read fluently in French
- Bachelor's degree in Computer Science, Engineering, a related field, or equivalent experience
- Experience in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs
- Experience in hands-on infrastructure, troubleshooting, systems administration, networking, DevOps or applications development
- Experience leading cross-functional teams to deliver products and projects on tight deadlines
- Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
- Experience managing executive customer relationships and key business stakeholders
- Speak, write, and read fluently in English, and have the ability to take direction in English
PREFERRED QUALIFICATIONS
- Speak, write, and read fluently in Spanish
- Experience implementing process improvements
- project management certification (e.g., APM, CSM, PMI-ACP, PRINCE2)
- Experience building launch readiness frameworks, standard work, playbooks, and scalable deployment mechanisms across multiple concurrent sites, or experience in similar environments
- Experience across at least one industry vertical (manufacturing, energy, oil & gas, etc.)
The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.
CAN, ON, Toronto - 126,000.00 - 210,400.00 CAD annually
