Manager, Customer Systems

2 months ago

Mississauga, Canada Alectra Utilities Full time

**The Opportunity**

Job Posting Number:
**2024-289**

Position:
**Manager, Customer Systems**

**Location**:
**Mississauga (Derry)**

**(Hybrid: Remote/In-office)**

Reports to:
**Director, Enterprise Systems**

Business Group:
**Digital Innovation & Information Technology**

Division:
**Enterprise Systems**

Hours per Week:
**35**

Rate of Pay:
Number of Openings:
**1**

Union:
**No**

Open:
**October 21, 2024**

Close:
**November 8, 2024**
- Alectra is committed to putting our people first in providing a positive employee experience and a safe work environment. Our Hybrid Workplace policy allows for an effective balance for employees with the opportunity to work in a hybrid environment; a combination of Remote / In-office work based on operational requirements._

**Position Purpose**:
This role requires effective problem-solving skills, a deep understanding of industry best practices, and knowledge of mission-critical Customer Information Systems and meter-to-cash systems. The ultimate goal is to align these systems with our wider business strategies.

The Manager of Customer Systems will be a pivotal player in our organization's ongoing growth and digital transformation.

**Responsibilities**:

- Leads and consults with select vendor(s) and industry user groups (LDCs) to discuss development path and enhancements of CIS systems and technologies
- Leads the incident management process for CIS services by identifying and troubleshooting system outages, performance issues, and stakeholder requests, through to issue resolution and root cause analysis.
- Leads the team ensuring that all CIS systems and control tools are current, accurate, reliable and responsive on a “7x24 availability” basis.
- Leads, plans, coordinates and oversees departmental activities including the design, implementation, sustained business operations and continuous improvement related to computing infrastructure, CIS meter to cash applicatins, and related communications support across production and Disaster Recovery processes and procedures.
- Leads the team in system monitoring, alerting, and reporting across all CIS platforms
- Leads all security and vulnerability assessments and remediations under guidance of Security Framework and Procedures.
- Leads the engagement and partnership with business stakeholders in the assessment and delivery of new technology programs, incorporating and developing integration and test plans, execution, remediation, and closure.
- Leads the prioritization, definition, budgeting and development of enhancements to the CIS systems
- Lead and engage the D&I Senior Leadership team when developing and implementing strategic CIS product plans to align to business services, functionality, and alignment to overall corporate strategy and vision
- Provides overall people leadership and direction through coaching, development, performance management and resource planning
- Member of Information Technology Change Advisory Board
- Leads Disaster Recovery exercises for all related CIS meter to cash systems, interfaces, and integrations.
- Leads the development and reporting of key performance indicator metrics for operational technology systems.
- Leads all CIS department projects and key initiatives to ensure quality and timely completion within budget, scope, and timing.
- Leads the implementation and support of new or enhanced policies, procedures and processes to improve operational effectiveness
- Ensures compliance to legislative, regulatory and Health & Safety policies, procedures and standards
- Performs other duties as assigned

**Qualifications, Knowledge, Skills and Competencies**:
**Education & Specialized Knowledge**
- Bachelor’s degree or College diploma in Computer Science or a related discipline
- Minimum of 5-7 years of experience in a management role within the utilities sector, focusing on meter-to-cash processes or equivalent.
- Advanced experience in managing end-to-end meter-to-cash processes including meter data management, billing, customer service, and revenue management.
- Strong financial acumen with experience in revenue assurance and the ability to identify and implement process improvements.
- Excellent leadership skills with the ability to manage and motivate a team.
- Solid understanding of relevant regulations and compliance standards.
- Exceptional problem-solving skills with a strategic and analytical mindset.
- Excellent communication skills, both written and verbal, with the ability to liaise effectively with stakeholders at all levels within the organization.
- Strong project management skills with a proven track record of managing multiple tasks and meeting deadlines.
- Excellent knowledge and understanding of utility meter to cash operations and processors aligned to business requirements and regulatory framework
- Excellent knowledge of CIS systems and software quality assurance best practices and methodologies
- Strong knowledge of Project Management methodology, Certif

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