GreenShieldis a proudly Canadian national non-profit health care and insuranceorganization driven by our mission of Better Health for believe health care is aright not a privilege and we are committed to improving health outcomesadvancing health equity and building a future where every Canadian can reachtheir full health and well-being potential.
Throughour unique integrated payer-provider (payvider) model we offerinsurance administer benefits and pay claims as a payer while offeringhealth care services such as mental health pharmacy telemedicine and chronicdisease management as a provider. As a non-profit social enterprise without shareholders we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. Whats driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 across mental health essential medicinesand chronic disease management through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.
AtGreenShield our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful measurable impact for the people and communities we serve.
THEROLE IN A NUTSHELL
Base Salary: CAD $94046.00 - 142069.00
THE ROLE IN A NUTSHELL
Were looking for a Delivery Manager CRM & Enterprise Applications to lead the operational delivery stabilization and continuous improvement of critical platforms supporting GreenShields 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 YOULL 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.
Required Qualifications
Education: Bachelors 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.
- Robust 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.
THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living.
Our culture is one where everyones voice is heard andvalued. Because thats what it takesto create better health for all. We dare to challenge the status quo. And weredriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. Thats why we provide aplace where you can be inspired challenged and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people arecritical to our overall success. Inclusivity makes us a stronger smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isnt just about personalachievements its about making adifference together.
Heres to Better Health for All!
AFEW MORE DETAILS
While the external posting title has been adjusted to Delivery Manager ERM & ERP to better align with the target talent market the roles internal title will remain Business Technology Project Manager.
Proficiency in English is requiredfor this position. As part of this role you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition we aim to ensure that our employees can excel in their rolescollaborate and communicate effectively and contribute to the success of ourorganization.
GS supports diversity equity andinclusion in our teams and communities and we value the unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially.
Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).
AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.