DELIVERY MANAGER, CRM & ERP SOLUTIONS

GreenShield; Toronto; On-site; CAD 94,000 - 142,000; Full time

Job summary

GreenShield is seeking a Delivery Manager, CRM & Enterprise Applications to lead the operational delivery, stabilization, and continuous improvement of critical platforms supporting our contact centre and enterprise operations in Canada.

You will own delivery across Dynamics 365, NICE CXone, the Unified Service Layer, and Workday, coordinating across technical teams, vendors, product owners and business stakeholders.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 8+ years in enterprise application support or technical leadership.
• Experience with Dynamics 365 CRM, Workday Finance & HR, and NICE CCaaS.
• Strong understanding of integration frameworks, APIs and middleware.
• Hands-on NICE CXone including contact centre operations, system administration, workflow optimization, reporting, and vendor management.

Responsibilities

• Lead day-to-day delivery and stabilization of CRM, contact centre, and enterprise app services.
• Coordinate cross-functional teams during incidents with clear ownership and escalation.
• Monitor SLAs, KPIs, incident trends, backlog health, resolution times, and vendor performance.
• Lead root cause analysis and implement sustainable solutions.
• Partner with product owners to prioritize platform enhancements.
• Identify automation opportunities from data trends to improve workflows.
• Monitor SaaS licensing and platform costs against forecasts.
• Support FinOps reporting and informed licensing decisions.
• Lead governance discussions with vendors and internal partners.
• Maintain delivery playbooks, escalation paths, runbooks, and service reporting.

Skills

Strong troubleshooting

Excellent communication

Leadership

Strategic thinking

Multi-priority management

Education

Bachelor's degree in Computer Science/IT

Tools

Dynamics 365 CRM

NICE CXone

Workday Finance & HR

APIs & middleware

Job description

WHO WE ARE

GreenShieldis 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 NUTSHELL

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 FOR

Required 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.

THE CULTURE

We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s 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 isn’t just about personalachievements, it's about making adifference together.

Here’s 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 role's 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 roles,collaborate, 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 doesn’t 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 [e-mail]. 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.