DELIVERY MANAGER, CRM & ERP SOLUTIONS

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.