WHO WE AREGreenShieldis a proudly Canadian, national non-profit health care and insuranceorganization, driven by our mission of Better Health for All.We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing 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. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and 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 NUTSHELLBase 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 QualificationsEducation: 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:
Solid 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/Fr

📌 Delivery Manager, Crm (Winnipeg)
🏢 GreenShield
📍 Winnipeg