Manager, CRM and Case Management Solutions

**Priority may be given to the following designated employment equity groups: women, Indigenous peoples* (First Nations, Inuit and Métis), persons with disabilities and racialized persons*.**
- The _Employment Equity Act_, which is under review, uses the terminology Aboriginal peoples and visible minorities.

**City**: Ottawa

**Organizational Unit**: Knowledge, Information and Technology Services

**Classification**: CS-4

**Tenure**: Continuing

**Duration**:
**Language Requirements**: Bilingual Non-imperative BBB/BBB

**Work Arrangements**: Due to the nature of the work and operational requirements, this position is eligible for a hybrid work arrangement (combination of working onsite and telework). Employees in this position who telework will be required to travel to the identified work site at least three times per week at their own expense.

**Discover the possible**:
Anything is possible at the National Research Council (NRC). As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

**The Role**:
You may be the leader we are seeking to modernize NRC’s CRM and Case Management Solutions. This isn't just about leading the team; it's about empowering them. You'll spearhead a group of motivated professionals, cultivating their skills, and driving them to implement the latest technologies and best practices.

The Key Activities of this position are:

- Overseeing the strategy and execution of CRM and Case Management initiatives, ensuring the delivery of high-quality solutions on time and within budget.
- Management of the CRM/Case Management team through subordinate team leaders, technical advisors and project teams in order to facilitate the full range of solutions development and technical support; performance planning, work process and standards development, and problem management for the CRM/Case Management platform, Microsoft Dynamics, as well as Microsoft Power Pages and Power Apps, and Microsoft Fabric.
- Provision of expert technical advisory services and guidance to senior management, internal clients and partner organizations, such as Shared Services Canada.
- Chairing and facilitation of project-related meetings with project sponsors, other stakeholders and vendor representatives, as well as chairing and/or participating in departmental and interdepartmental meetings and committees.
- Management of human resources of the section and project teams, including allocation and prioritization of work, managing professional service contracts and consultants, evaluating progress, and assessing employee performance in meeting goals and objectives.
- Management of financial resources of the section and project teams, including formulation of operational budgets, expenditure management, software license management, vendor and contract management, and software life cycle management.

**Screening Criteria**:
**Education**:
Bachelor degree in Computer Science, Computer Engineering, Information Technology or Information Systems.

**Equivalency**

A college degree in an IT related field and relevant experience may be considered.

For information on certificates and diplomas issued abroad, please see Degree equivalency

**Experience**:

- Recent** and extensive** experience working in an IT delivery environment with demonstrated experience in one or more of the following areas: planning, design, development, implementation, maintenance, delivery, support of IT services, project or solutions using best practices.
- Significant* experience in managing a team using Agile methodologies to streamline development processes, ensure efficient iterations, and deliver incremental value to stakeholders.
- Significant* experience in formulating and presenting advice, analysis, and recommendations to senior management (director level and above) on product selection, solution architecture and ongoing operational decisions.
- Significant* experience in human resource management, including hiring staff and contractors, allocation and prioritization of work, evaluating progress, and assessing employee performance in meeting goals and objectives.
- Significant* and recent** experience managing Business Applications; experience with Microsoft Dyn