Sr. Manager, Delivery – Sales, Marketing & Customer Service

Contenuto del lavoro

At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks. You will be able to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!

Job Summary

As part of the Customer Solutions organization, the Sr. Delivery Manager is accountable to guide, support and oversee the teams that deliver solutions supporting sales, marketing, pricing, customer service and customer knowledge.

This role will own the end to end delivery for solutions that CN employees and subsidiaries use to support our customers with a goal of improving the overall experience for all parties involved by shaping, engineering and deploying changes from small scale enhancements to large projects or programs.

Understanding the customer experience and driving change is key to this role to create closer ties between customers, partners and CN employees to remove roadblocks and create a cooperative atmosphere.

Main Responsibilities

Manage Delivery Portfolio – 60%

• Work with Portfolio Management, Operations, and other stakeholders to help ensure strategy and execution alignment.
• Develop overall portfolio delivery plans and guide delivery managers in planning and execution
• Oversee portfolio budgeting, tracking, adherence and align delivery teams
• Identify and address key risks and dependencies, internally or externally. Proactively raise visibility of possible issues and mitigation options
• Organize and execute steering committees or other collaboration forums for key business project
• Consolidate and report progress to business and IT leadership
• Identify and implement improvement opportunities
• Accountable for vendor delivery of all deliverables and obligations related to the program, per agreed-to SLAs, as defined in the SOW
• Manages the acquisition and deployment of resources, including budget, by working with the Project Managers to secure the resources required for the project.
• Ensures client satisfaction with the project process and project teams by effective and timely communication including status reporting, continual risk/issue assessment/management and escalation, and resolution of issues as they arise.
  

Lead and Coach – 20%

• Provide a vision to employees ensuring they understand the goals of the portfolio and how they fit in to it.
• Sets direction at an operational level, works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goals.
• Address challenges inside and outside the portfolio that impact employees
• Partner with HR to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful hiring decisions
• Focus on communications and fosters collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning
• Create and enable a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged through frequent and focused conversations - collaborates, coaches and builds connections with employees
• Supports employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals
  

Partnerships – 20%

• Create and maintain a collaborative trust-based relationship with key business leaders
• Create and maintain an internal network to improve collaboration and address challenges/opportunities
• Create and maintain partnerships with key delivery and solution partners to act as a point of influence or escalation for delivery managers and business leaders
• Stay current on major disruptive technology and non-technology trends that affect the Business; provide practical advice and leading practices to overcome any expected challenges
  

Requirements

Education/Certification/Designation

• Bachelor’s Degree in Computer Science, Engineering, Commerce, or equivalent
• PMP certification (or equivalent).
• SCRUM or equivalent Agile methodology certification (an asset)
  

Skills/Knowledge

• Experienced strategist in digital customer transformations for Fortune 500 companies
• Good understanding and working knowledge of best practices and latest trends in the SFDC architecture, customer experience, and related technologies (API, devsecops, data-centric design; design thinking, omni-channel; Sales cloud, Marketing cloud, Service Cloud, Einstein etc.)
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building
• Creative approach to problem-solving with the ability to focus on details while maintaining the “big picture” view
• Very good knowledge of the processes, methodologies, tools and techniques, used for building large information technology system
• Strong knowledge of best practices, market and trends in customer experience, sales and customer service
• Significant and proven experience in applying a structured approach to problem resolution.
• Excellent and proven leadership skills, both technical and people
• Experience with communicating and reporting to executive and leadership teams
• Experience with managing the stakeholder experience
• Experience delivering technology initiatives in complex environments
• Experience with on-prem to cloud migrations
• Hands-on experience in SAFe & lean/Agile environments, preferably for large solutions
• Excellent presentation, training, and coaching skills (both remote and in-person)
• Salesforce experience in Sales and/or customer Service
• Knowledge of pricing strategies / approaches
  

Experience

• 15+ years experience in roles involving progressively more leadership responsibilities in the context of implementation of complex technology systems
• 5+ years experience in sales, marketing and/or customer service domains
• 5+ years experience in leading larger organizations or portfolios
  

Organizational Impact

This position is accountable for a full portfolio of projects and programs in their assigned area, include the escalations, decisions and challenges raised by the project and delivery managers in the portfolio. This includes decisions on delivery approaches, scope negotiations, budgeting and tracking and other related activities.

Level of Interaction/Influence

External

• High interaction with business leaders in the portfolio assigned to work through project related items.
• High interaction with delivery partners to perform RFPs for services, address overall performance and work through challenges
  

Internal

• Oversee multiple delivery managers and employees within the organization
• Work with other pillar leads and others across the organization to address opportunities or challenges
  

Employees Supervised/Org Structure

• Expected to supervise 2-4 delivery manages and 1-2 experts with a total direct organization of approximately 15-25. Full organization including partners will range between 40-70 depending on current project load
  

About CN

As a leading North American transportation and logistics company, CN is a true backbone of the economy. With a team of approximately 25,000 railroaders, our focus is on moving both our company and the economy forward. We transport US$200 billion worth of goods annually for a wide range of business sectors from resource to manufactured products to consumer goods, across a 20,000-mile network spanning Canada and mid-America. CN is the only Canadian company listed in the Transportation and Transportation Infrastructure sector of the Dow Jones Sustainability World Index (DJSI). Launched in 1999, the DJSI World represents the gold standard for corporate sustainability. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.