Director TIS Customer Care Business Applications Operations

Enbridge•Salt Lake City, UT

About The Position

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!

Requirements

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
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
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)

Nice To Haves

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

Responsibilities

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).