Base Salary: CAD $94,046.00 - 142,069.00
THE ROLE IN A NUTSHELL
We're looking for a Delivery Manager, CRM & Enterprise Applications to lead the operational delivery, stabilization, and continuous improvement of critical platforms supporting GreenShield's contact centre and enterprise operations.
This is not a traditional project management role focused primarily on schedules and status reporting. You will take ownership of delivery across an integrated technology environment that includes Microsoft Dynamics 365, NICE CXone, the Unified Service Layer, and Workday. You will bring together technical teams, vendors, product owners, and business stakeholders to resolve incidents, monitor service performance and costs, prioritize enhancements, and ensure our platforms continue to meet evolving business and customer needs.
During the initial stage, your focus will be on platform stabilization and operational readiness. As the environment matures, you will help shape the roadmap, identify improvement opportunities, and drive greater value from our technology investments.
WHAT YOU'LL DO
- Lead the day-to-day delivery and stabilization of CRM, contact centre, integration, and enterprise application services.
- Coordinate cross-functional teams during critical incidents, ensuring clear ownership, timely escalation, defined next steps, and effective communication.
- Monitor SLAs, KPIs, incident trends, backlog health, resolution times, and vendor performance.
- Lead root cause analysis and support the implementation of sustainable solutions that reduce recurring issues.
- Partner with product owners and business stakeholders to evaluate, prioritize, and deliver platform enhancements.
- Use operational data and customer interaction trends to identify opportunities for automation, improved call containment, better workflows, and enhanced user experiences.
- Monitor SaaS licensing, consumption, utilization, and platform costs against forecasts, identifying variances and emerging financial risks.
- Support the development of FinOps practices, cost reporting, and informed licensing decisions.
- Lead operational and technical governance discussions with vendors and internal partners.
- Maintain delivery playbooks, escalation paths, runbooks, service reporting, and supporting documentation.
- Ensure platform changes consider technical feasibility, security, cost, architecture, and operational impact.
WHO WE'RE LOOKING FORRequired Qualifications Education: Bachelor's degree in Computer Science, Information Technology, or related field.
Experience:
- 8+ years in enterprise application support or technical leadership roles.
- Proven experience with Dynamics 365 CRM, Workday Finance & HR, and CCaaS platforms (NICE).
- Strong understanding of integration frameworks, APIs, and middleware.
- Hands-on experience with NICE CXone (or equivalent enterprise CCaaS platform), including contact centre operations, system administration, workflow optimization, reporting, and vendor management.
Skills:
- Strong troubleshooting and problem-solving skills.
- Excellent communication and stakeholder engagement abilities.
- Strategic thinker with hands-on technical capability.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong leadership and mentoring skills.
- Certifications: Workday, Dynamics 365, or ITIL certification preferred.
Preferred Attributes
- Expertise in AMS delivery models and vendor management.
- Bilingualism (English/French).
- Group benefits and/or insurance experience.
AFEW MORE DETAILSWhile the external posting title has been adjusted to Delivery Manager, ERM & ERP to better align with the target talent market, the role's internal title will remain Business Technology Project Manager.
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
