Lead strategic direction, operational excellence, and modernization of Enbridge’s customer care technology ecosystem
Coordinate management and optimization of technology assets, full accountability for the annual operating budget
Responsible for negotiating multi-million contracts working with SCM and vendors
Build and sustain multi-functional partnerships with Directors and VPs to drive innovation
Lead geographically dispersed teams across Ontario, Utah, North Carolina, and Ohio
Ensure 24/7 stability, security, and performance of customer-facing systems
Drive industry-leading technology practices in automation, efficiency in application support, upgrades, and cybersecurity
Serve as an escalation point for major incidents
Work closely with other TIS directors, Customer care directors, and VPs

Requirements

8+ years of experience managing large enterprise systems
5+ years of experience in a leadership role
Bachelor’s degree in information technology, computer science, engineering or a related subject area
Demonstrated experience operating and supporting SAP, Oracle Utilities, mainframe CIS, digital customer channels, and call center platforms
Experience leading distributed application support teams across multiple regions
Experience leading in an onshore/offshore delivery model
Successful participation in M&A system integration activities
Strategic problem solver who focuses on providing operational excellence
Solid background in IT Service Management (ITSM) practices (incident, problem, change, service and performance management)

Benefits

Travel requirements
Work performed in a typical office environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

SAPOracle Utilitiesmainframe CISdigital customer channelscall center platformsIT Service Managementincident managementproblem managementchange managementperformance management

Soft skills

strategic problem solvingoperational excellenceleadershippartnership buildingnegotiationteam managementinnovation drivingcommunicationcollaborationescalation management