SUMMARY The Utility Program Lead supports the successful delivery and continuous improvement of utility management services by leading client transitions, coordinating cross-functional projects, and managing client reporting and governance activities. The role converts service requirements, utility information, operational inputs, and stakeholder commitments into transparent plans, accountable actions, timely deliverables, and decision-ready reporting. Working across Utility Operations, Utility Processing and Payments, Energy Services, account teams, finance, technology, clients, and third-party providers, the Utility Program Lead helps ensure that utility programs are organized, risks and dependencies are visible, and commitments are completed to the required quality and schedule.

KEY DUTIES & RESPONSIBILITIES

Client Transition & Mobilization

- Leads or coordinates the utility workstream for new client transitions, expansions, contract renewals, and material service changes.
- Develops and maintains transition plans, milestones, responsibility matrices, data and document requirements, risks, dependencies, and readiness criteria.
- Coordinates the collection, review, and handoff of property, account, meter, supplier, billing, authorization, historical consumption, reporting, and payment information required for service commencement.
- Works with internal teams, client representatives, incumbents, utility providers, and third parties to resolve information gaps and advance account setup, data access, system configuration, reporting, and operating readiness. Coordinates stabilization activities following go-live, including issue tracking, backlog visibility, ownership confirmation, escalation, and transition closeout.

Project & Program Management

- Manages assigned utility initiatives from definition through implementation and closeout, including scope, work plans, schedules, actions, decisions, risks, dependencies, and status reporting.
- Facilitates project and governance meetings; develops agendas and decision requests; records actions, owners, and due dates; and follows through to completion.
- Coordinates cross-functional contributions from utility operations, payment, finance, energy, reporting, technology, procurement, account teams, and other subject-matter experts.




- Identifies schedule, scope, resource, data, financial, and service-delivery risks and escalates unresolved issues with a clear summary and recommended path forward. Supports the implementation of new tools, workflows, reporting products, and process improvements by documenting requirements, coordinating testing and user feedback, and tracking implementation readiness.

Client Reporting & Governance

- Coordinates recurring client reporting, governance packages, and executive updates to ensure deliverables are accurate, consistent, complete, and issued on schedule.
- Consolidates utility performance information, data-quality matters, operational issues, commitments, project status, financial or consumption variances, and improvement activities into clear client-ready reporting.
- Maintains integrated action, issue, decision, risk, and opportunity registers and ensures reporting clearly identifies accountability, timing, blockers, and required decisions.
- Works with utility specialists, analysts, managers, and account teams to validate source information and convert detailed findings into concise, decision-useful narratives. Tracks client questions, requests, and commitments and coordinates timely, documented responses and closure.

Service Coordination & Continuous Improvement

- Supports consistent utility service delivery by maintaining current process documentation, reporting calendars, stakeholder lists, governance routines, and program records.
- Identifies recurring coordination, reporting, or workflow gaps and recommends practical improvements, standardization, automation, or clearer ownership.
- Supports development of templates, transition protocols, reporting standards, quality controls, and reusable project-management practices across clients.
- Provides coverage and coordination support for priority client issues, service escalations,



and time-sensitive deliverables as assigned. Other duties as assigned.

KNOWLEDGE & SKILLS

- College diploma or university degree in business administration, project management, accounting, energy, engineering technology, data analytics, or a related field.
- 5 to 7 years of relevant experience in utility management, project or program coordination, client reporting, transitions, professional services, finance operations, or a comparable service environment.
- Demonstrated project management capability, including development and maintenance of work plans, schedules, action and decision logs, risk and issue registers, and executive status reporting.
- Strong written communication and synthesis skills, with the ability to convert complex operational, financial, technical, and client inputs into clear reports, presentations, meeting materials, and decision documents.
- Ability to coordinate multiple concurrent priorities and obtain timely contributions from cross-functional stakeholders without relying on direct authority.
- Strong client-service orientation and ability to build effective relationships with client representatives, account teams, utility providers, and internal subject-matter experts.
- Highly organized, detail-oriented, and persistent in following commitments through to completion while exercising sound judgment regarding escalation.
- Advanced proficiency in Microsoft Excel, PowerPoint, Word, Outlook, Teams, and SharePoint, with the ability to quickly learn proprietary utility, finance, reporting, and workflow systems.
- Working knowledge of utility accounts, invoices, consumption and cost data, account setup and closure, reporting cycles, payment processes, and common utility service risks is preferred.
- Knowledge of utility tariffs, energy units, budgeting and forecasting, data validation, and utility information systems is an asset.

Licenses and/or Professional Accreditation

- Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or comparable project-management training is an asset.
- Certified Energy Manager (CEM), Certified Measurement & Verification Professional (CMVP), or other relevant utility or energy accreditation is an asset.

📌 Utility Program Lead (Calgary)
🏢 BGIS
📍 Calgary