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Application Manager

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Date: Feb 18, 2021

Location: Toronto, ON, CA

Company: LifeLabs

About Us

At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.  

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers.  With over 6,000 employees, we all make a difference and that’s why our people are so important to us.  

This is an exciting time to join our LifeLabs team, grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.

 

 

The Customer Applications Manager owns the operation of the customer platform including the design, analysis, implementation and support of computer systems and solutions including but not limited to MS Dynamics CRM and Digital Assets.

 

This role is also responsible for developing and maintaining essential procedures and processes for supporting systems of medium to high complexity including leading a team to evolve and support the platform.

 

The customer facing L2 support team also reports to this role.

 

ACCOUNTABILITIES:

  • Collaborate and partner with IT leaders, functional stakeholders and departments to ensure successful platform services and maintenance are provided for CRM and Digital solutions.
  • Manage the Customer Application team and partner resources, set clear goals and objectives, measure performance, mentor, coach, and enforce adherence to best practices, processes and policies.
  • Work with partner/vendor resources (both onsite and offshore) to help deliver managed services support.
  • Oversee customer platform by continuously improving availability and ensuring delivery of critical system led business deliverables. 
  • Develop, document, maintain and ensure adherence to key processes.
  • Manage and report on SLA’s and metrics.
  • Estimate and manage enhancement and support work.
  • Manage prioritization to maintain efficiency in support services technical leadership on large scale CRM ecosystems including integrations, reporting tools and data administration. 
  • Able to provide guidance and insight to impacts of system configurations and daily coaching, mentoring, and monitoring of work changes. 
  • Responsible for L2 Results Delivery Team
  • Weekly status reporting, presentations; First Contact for Escalations
  • Status and Road Mapping Discussions related to the platform
  • Management and oversight of Application Managed Service Providers

 

REQUIREMENTS:

  • University or College Degree 
  • 12-15 years of experience
  • MS Dynamics CRM
  • MS Dynamics is a strong asset, as well as other customer applications i.e. merchandising, retail, ecommerce, appointment booking
  • Digital Assets and Tools
  • Project Management experience
  • Effective communication at C-Suite level
  • The ideal candidate will have a deep knowledge of CRM administration and a passion for using digital tools to optimize the customer experience and drive business results.

LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at  (416) 675-4530. 

 


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