Manager, Digital Technologies
Broadbase Human Resources, Canada
Job Description
Reporting to the Manager, Digital Experiences, the Manager, Digital Experiences Technologies will be responsible for the online architecture and solutions required to develop and deliver high-quality, customer-centric digital products to customers. The Manager will lead the direction, implementation and on-going management of customer experience platform solutions that enable an omnichannel approach. The Manager will develop an annual work plan, allocate and oversee resources, manage vendors, and maintain technology roadmaps to ensure technology currency and to inform future planning. The Manager will respond to major incidents/problems and escalations, prioritize service requests, and ensure service level agreements (SLAs) are met. The Manager will be accountable for the daily operations of the Digital Experiences Technologies team as they build and deliver projects and execute operational plans. The Manager will provide direction and collaborate with business partners and the digital products team to enable the best solutions to meet business needs.
DUTIES:
- Technology Selection and Implementation
- Directs the development and execution of processes required to purchase and implement technologies and solutions to support the development and delivery of digital products
- Provides direction on key technology decisions for vendor product selection, solution architecture requirements, design amp; build, analysis, evaluation, integration, testing, implementation, and transition to product maintenance
- Ensures vendors meet business requirements and that selected technology is scalable to future needs and aligned wit strategic plans
- Leads resolution of projects and vendor-related issues
- Ensures solutions are aligned with the Digital Strategy as well as Enterprise Architecture and Security directions
- As required, provides input into enterprise project management process; including but not limited to opportunity requests, business case creation, project charter and budget development
Technology Management amp; Support
- Provides direction on escalations for operational issues, problems, and service requests
- Oversees the work portfolio, including incident amp; request management and approved yearly operational projects. Provides direction on reprioritization of the work efficiently based on changing business direction
- Ensures achievement of key performance indicators and develops improvement plans if required
- Leads business/stakeholder meetings to ensure support processes, enhancements and roadmaps are aligned with business needs
- Leads collaboration between the Technologies and Product teams, Enterprise Technology, QA and business stakeholders to ensure uninterrupted services and currency of solutions
- Ensures there is automated and continuous evaluation of system performance by monitoring and measuring availability and overall system health
- Provides direction and assumes overall accountability for the successful delivery of the approved operational projects
- Manages the technical integration of the omnichannel ecosystem, in support of a seamless customer experience
- Ensures the technical roadmap supports the vision and strategy of the omnichannel future state
- Leads the yearly review of the product portfolio, as part of Product Life Cycle management to ensure relevancy and currency and to identify enhancement, redesign and/or refresh opportunities, etc.
- Provides input to the yearly business planning process and future potential projects
- Has accountability for applicable vendor relationships, adhering to budgets and ensuring SLAs are met
- Oversees risk management practices
- Defines business continuity and disaster recovery plans for area of responsibility.
- Oversees operational activities to ensure compliance with enterprise, industry, and government standards and practices
- Oversees planning of source code branches, builds, and deployments for various environments with stakeholders
- Other duties as assigned by the manager.
People Leadership
- Hires new staff, transfers, promotes, approves wage increases and develops performance evaluations
- Disciplines, terminates, participates in grievance procedures, and administers collective agreements as required
- Ensures training and development of staff to optimize the quality of work and service delivery
- Ensures appropriate staffing levels are maintained (approving/rejecting vacation requests)
- Communicates frequently with staff on a wide variety of topics; including staff development, coaching, and performance management
- Recruits and manages contract resources as required
Partner amp; Stakeholder Relationship Management