Senior Manager ICT Delivery & Technical Operations
DNV · Toronto
DNV Business Assurance North America is expanding its ICT and information security certification business, including ISO/IEC 27001, ISO/IEC 42001, ISO/IEC 27701, ISO/IEC 27017, ISO/IEC 27018, TISAX, and related assurance services.
DNV Business Assurance North America is seeking a Senior Manager, ICT Delivery & Technical Operations is the senior leader accountable for the overall delivery, technical quality, client-facing execution, client satisfaction, and operational performance of DNV’s ICT certification services across North America. The role leads and directly manages the ICT delivery organization, with ICT auditors, technical experts, project managers, and other delivery resources reporting into the position.
The Senior Manager is responsible for ensuring services are delivered safely, consistently, on time, and in accordance with client commitments, accreditation requirements, certification rules, and DNV procedures. The role owns delivery capacity, audit quality, operational consistency, resource effectiveness, and the customer experience across the ICT service portfolio. This role contributes to business strategy, organizational development, capability building, investment and resource decisions, and scaling ICT delivery capabilities to support the continued growth of the business.
This is an opportunity to help build and scale a growing service line. As DNV’s ICT portfolio expands, the role is expected to evolve with the business, offering increasing responsibility and influence across people leadership, technical operations, client delivery, and service development.
This is a remote position that is based out of one of our DNV offices in Toronto, ON, Calgary, AB or Vancouver, BC with travel up to 10% domestic or international.
Further details regarding role-specific requirements will be shared during the interview process.
What You'll Do
- Lead ICT delivery and technical operations across Canada and USA with accountability for capacity, resource utilization, audit quality, delivery consistency, client-facing execution, client satisfaction, operational effectiveness, and successful completion of client commitments.
- Provide technical leadership and governance for ISO/IEC 27001 and related ICT assurance services, including ISO/IEC 42001, ISO/IEC 27701, ISO/IEC 27017, ISO/IEC 27018, and TISAX. Maintain oversight of audit quality, technical reviews, nonconformities, certification recommendations, complex technical matters, and compliance with applicable accreditation and DNV requirements.
- Lead and directly manage the ICT delivery organization, including auditors, technical experts, project managers, and other delivery resources. Build a high-performing team through recruitment, onboarding, workforce planning, competence development, auditor qualification and calibration, performance management, coaching, and succession planning.
- Establish clear expectations and accountability for auditor performance, technical competence, delivery quality, customer experience, and professional conduct, while maintaining an environment that supports collaboration, development, and continuous improvement.
- Own workforce capacity and delivery improvement, aligning resources and technical capabilities with client demand and business growth. Monitor delivery performance and implement scalable processes, tools, and operating practices that improve efficiency, audit completion, report turnaround, quality, and resource effectiveness.
- Serve as executive delivery sponsor for strategically important ICT clients, maintaining oversight of major, complex, multi-site, or global programs and accountability for delivery excellence, program governance, customer satisfaction, risk management, and timely resolution of escalated issues.
- Contribute to the leadership and development of the business help shape business strategy, organizational development, capability investments, and resource plans, translating strategic priorities into executable delivery plans.
Leadership and Interpersonal Qualities
- Credible and collaborative leader who can set direction, establish accountability, develop people, and build a high-performing delivery organization.
- Sound judgment when balancing technical quality, client needs, delivery commitments, resource constraints, business priorities, and certification integrity.
- Strong communicator with the ability to build trust and alignment among auditors, clients, cross-functional teams, and senior leadership.
- Professional confidence balanced with humility, curiosity, adaptability, and openness to feedback.
- Ability to lead through direct authority and influence within a matrixed organization while maintaining impartiality, independence, confidentiality, and appropriate certification boundaries.
- Growth-oriented mindset with the ability to build scalable delivery capabilities and lead effectively in an evolving business environment.
What Success Looks Like
- Success in this role means building and leading a scalable, high-performing ICT delivery organization across North America.
- The Senior Manager, ICT Delivery & Technical Operations will be accountable for client delivery excellence, technical quality, auditor performance and development, delivery capacity, operational consistency, customer satisfaction, resource effectiveness, and the successful execution of DNV’s ICT delivery priorities.
- The right person will combine technical credibility, operational leadership, people management, sound client judgment, and a genuine interest in building the delivery organization. As DNV’s ICT portfolio expands, this individual will play an increasingly important role in leading delivery and shaping the future of ICT certification services across North America.