Director TIS Customer Care Business Applications Operations

Posting End Date:

Employee Type:

Are you ready to lead the technology behind exceptional customer experiences?!

As Director TIS Customer Care Business Applications Operations, you will provide strategic and operational leadership for Enbridge’s customer care technology ecosystem, supporting more than 7 million mass market and industrial customers across North America. You’ll be responsible for critically important platforms spanning SAP, Oracle, and mainframe-based CIS systems, digital customer channels, and integrated contact center technologies ensuring reliability, security, and performance at scale.

In this role, you will drive operational excellence, modernization, and value realization across customer applications, while leading multimillion-dollar vendor relationships and contracts. Partnering with senior business and technology leaders, you will align technology operations with enterprise strategy, lead geographically dispersed teams, and implement industry-leading practices that enable seamless billing, customer service, and digital engagement. We look forward to your application in consideration of this outstanding opportunity!

What You Will Do:

• Lead strategic direction, operational excellence, and modernization of Enbridge’s customer care technology ecosystem, ensuring alignment with business strategy and delivery of innovative, high-quality services.
• Coordinate management and optimization of technology assets, full accountability for the annual operating budget, ensuring cost-effective investment, lifecycle management, and value realization.
• Responsible for negotiating multi-million contracts working with SCM and vendors.
• Build and sustain multi-functional partnerships with Directors and VPs to drive innovation, ensure seamless service delivery, and align technology operations with business strategy.
• Lead geographically dispersed teams across Ontario, Utah, North Carolina, and Ohio, using an advanced onshore/offshore delivery model and global partners.
• Ensure 24/7 stability, security, and performance of customer-facing systems for accurate billing, customer service, digital engagement, and meter-to-cash processes.
• Drive industry-leading technology practices in automation, efficiency in application support, upgrades, and cybersecurity.
• Serve as an escalation point for major incidents, partner with Director level business leaders, and lead project-to-operations transitions and M&A integration activities.
• Work closely with other TIS directors, Customer care directors, and VPs to deliver integrated, high-quality services and solutions across the organization safe (Cybersecurity) and reliably aligned with business strategy.
• Lead and direct vendor relationships and operational roadmaps with SAP, Oracle, mainframe service providers, CRM/IVR vendors, and offshore partners.
• Drive continuous improvement, CIS modernization, digital transformation, and regulatory compliance across Canadian and U.S. jurisdictions.
• Build and mentor geographically distributed teams, encouraging accountability, team work, and continuous improvement.
• Supervise team members (Managers, Specialists) and indirect reports (Analysts, Advisors, Specialists).

Who You Are:

You have:

• 8+ years of experience managing large enterprise systems with 5+ years of experience in a leadership role along with a 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 while also having experience leading distributed application support teams across multiple regions

You can:

• Show experience leading in an onshore/offshore delivery model with follow the sun, 24/7 global support along with having a successful participation in M&A system integration activities with minimal business disruption
• Drive modernization, digital transformation and regulatory compliance while being a strategic problem solver who focuses on providing operational excellence and possess a continuous improvement mentality  

You are:

• An excellent written and verbal communicator with strong vendor management and contract negotiation skills
• Able to show a solid background in IT Service Management (ITSM) practices (incident, problem, change, service and performance management)

The following are considered assets:

• 10+ years managing large enterprise systems
• Certifications in ITSM (e.g., ITIL), project management (e.g., PMP) or relevant technology platforms (SAP, Oracle) are helpful

Working Conditions:

• Work performed in a typical office environment with travel requirements  
• Work in a physical team environment in with staff across Ontario, Canada and Utah, North Carolina and Ohio in the United States
• Frequently works with colleagues and partners in multiple locations

Salary Range:

$168,000-$220,000 USD. Salary will be based on candidate experience, skills and internal equity

* Applicable compensation policies and guidelines apply to internal candidates

Physical Requirements:

Include but are not limited to: Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement.

Mental Requirements:

Include but are not limited to: Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

#joinourteam

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.

• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com