DELIVERY MANAGER, CRM & ERP SOLUTIONS-HYBRID

WHO WE ARE

GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

THE ROLE IN A NUTSHELL

Base Salary: CAD $94,046.00 - 142,069.00

We are seeking a highly skilled Technical Leader to lead and support Application Management Services (AMS) programs across multiple enterprise platforms, including CRM (Dynamics 365), CCaaS (NICE), Unified Service Layer (USL), and Workday Finance and Human Resources.

This role will ensure operational excellence, drive continuous improvement, and maintain system stability for mission-critical applications.

Key Responsibilities

• AMS Oversight & Governance
  
• Establish and maintain AMS governance frameworks with robust service reporting and KPI tracking, ensuring compliance with ITIL practices and Capgemini standards
• Lead technical governance for AMS vendors and ensure adherence to SLAs, KPIs, compliance, and security standards.
• Monitor and optimize AMS delivery for CRM, CCaaS, USL, and Workday platforms.
• Incident & Problem Management
  
• Oversee the resolution of complex technical issues by conducting thorough root‑cause analysis and implementing permanent fixes to reduce recurring incidents.
• Serve as escalation point for complex technical issues across supported platforms.
• Drive root cause analysis and implement permanent fixes to reduce recurring incidents.
• Enhancements & Continuous Improvement
  
• Manage minor enhancements and continuous improvement initiatives—including automation, performance tuning, and user‑experience improvements—while serving as the primary technical point of contact for stakeholders, delivering regular updates, managing escalations, and driving proactive communication.
• Collaborate with business stakeholders to prioritize enhancements and minor releases.
• Ensure technical feasibility and quality of AMS-driven changes.
• Integration & Architecture
• Maintain architectural integrity across CRM, CCaaS, USL, and Workday ecosystems.
• Oversee integrations between platforms and external systems, ensuring data consistency and security.
• Vendor & Stakeholder Management
• Partner with AMS vendors, internal teams, and business units to align objectives and deliverables.
• Provide technical leadership during vendor reviews and performance assessments.
• Compliance & Security
• Ensure AMS processes comply with organizational security posture and regulatory requirements.
• Support audits and implement remediation plans as needed.

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 a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place 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 are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW 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 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.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate 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.