Senior Manager, Enterprise Architecture - Customer Domain

49946 - Multi Location - Regular Ongoing

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

JOB Location : Flexible either Toronto or Markham

Job Function:

The Hydro One Customer Domain IT technology team is looking for a dynamic individual to lead our Architecture group enabling and supporting technologies across Digital Tools, Contact Center and Meter to Bill functions. The mandate of this group is to provide effective architectural solutions in the Customer IT portfolio while following enterprise architecture principles, standards, and maintaining technology currency in our enterprise repository.

The Hydro One Customer Architecture vision is to maintain a healthy non redundant landscape at the lowest possible cost that meets the needs of the business to get their tasks done as efficiently as possible. The vison is simple and clear and sets a real challenge for the architecture team.

Position Summary:

As the accountable leader you will have a team of solution architects under your direction that will be supported by an enterprise architecture team accountable to set architecture principles and standards. Other supporting members are the enterprise architects from our Operating Technology and Work and Asset Management and Corporate domains. You will have the following scope:

Customer Domain Portfolio Planning

• Supporting the quarterly and yearly Customer technology investment planning cycles.
• Ensuring the Enterprise Architecture (EA) repository reflects all Customer Domain planned and inflight landscape changes and impacted technologies.
• Identifying investments required to maintain the technology landscape currency.
• Identifying planned investment conflicts and dependencies.
• Supporting analysis and identify value realization opportunities.

Customer Domain Portfolio Modernization

• Ensuring that enterprise (EA) repository has all the necessary data architecture artifacts and data to understand the value being delivered to our customers.
• Analyzing our landscape and finding opportunities using investment decision frameworks such as Gartner’s TIME.
• Developing roadmaps for our lines of business enabling investment that align with our various strategies such as Cloud and new or emerging technologies.
• Communicating and gaining consensus from stakeholders.
• Measuring, reporting, and reflecting on the results to adjust the program as needed.

General Accountabilities:

• Assist the Director, Customer Domain, in the work planning, resource planning, setting department vision and strategy.
• Lead the Customer Domain Architecture team to achieve the overall objectives while collaborating with Hydro One lines of business to address their business and service requirements.
• Provide direction and input to the strategic business planning process.

Specific Accountabilities:

• Provide leadership and architectural direction to staff engaged in the development and implementation of complex projects and processes to develop and maintain business applications used for Digital Tools, Contact Center and Meter to Bill functions.
• Ensuring that Customer Domain architecture artifacts comply with EA principles and standards and are approved by the Architecture Review Board (ARB) as required, documenting the decisions, and updating all relevant materials.
• Plan, schedule and assign the work with instructions, provide advice and guidance, and check the work to maintain quality, accuracy, and productivity.
• Work collaboratively with other architecture managers in execution of the Customer Domain Architecture activities and identify opportunities for improvement, monitor and enforce compliance with corporate policies and standards throughout Hydro One, make recommendations to senior management and oversee the implementation of the improvement initiatives.
• Communicate at executive level to link Customer Domain opportunities with the corporate strategic goals.
• Develop the strategies and Customer Domain roadmaps, socialize and gain consensus,
• Create and maintain the services catalogue for the Customer Domain Architecture team,
• Define, adapt, measure and report Key Performance Indicators (KPI),
• Develop the backlog, resourcing, and sourcing strategies,
• Maintain a working knowledge of industry trends and best practices,
• Working in close conjunction with other Hydro One Enterprise Architects, identify new technologies and perform the necessary assessments,
• Resolve staffing and budget constraints,
• Ensure that staff have clear career paths and education roadmaps,
• Develop appropriate escalation and remediation frameworks,
• Provide general oversight of day-to-day operations, and
• Perform other duties as required.

Managerial Accountabilities

• Manage and motivate direct reports, other staff, and contractors to deliver high-quality services to achieve capitalization rates within budget and schedule.
• Translate and communicate Hydro One IT goals, objectives, and strategies to direct reports, other staff, and contractors in the context of the team to ensure optimization roadmaps and other initiatives achieve desired outcomes.
• Cultivate a work environment for direct reports, other staff, and contractors that enables the appropriate behaviors to achieve high productivity, engagement, and collaboration.
• Be accountable for the output of direct reports (e.g., set expectations, priorities, and context to ensure compliance with required legal and regulatory requirements and Hydro One and business unit policies and procedures; conduct succession planning, performance reviews and provide direction on problem areas; support career development; provide effective recommendations concerning promotions, transfers, pay, disciplinary action of staff within the department per collective agreements, etc.).
• Select an optimum course of action and make recommendations to supervisor where any highly unusual operating expense or number of staff is involved, and alternative solutions are available. Identify and administer budget for the section, including cost control.
• Resolve technical, business and personnel issues; and escalate unresolved issues in a timely manner to supervisor for advice, instruction, or direction.
• Perform other managerial duties as required.

Leadership and Communications

• Provide leadership and strategic direction relating to Architecture and improvement opportunities. The position will work with senior management and Hydro One Lines of Business to identify corrective actions and identify areas for improvement.
• Provide strategic direction in collaboration with other departments, internal and external stakeholders in the execution of Customer Domain architecture activities.
• Manage external Consultants and contract Service Providers.
• Collaborate and provide a leadership role in vendor user groups and develop relationships with other utilities to improve upon our utilization of the customer facing applications and assets and to keep abreast of industry trends and practices.

Other Responsibilities

• Be responsible for worker safety, Hydro One asset integrity, customer security and power system reliability.
• Negotiate with and influence Suppliers to align their business priorities, development directions and support practices to meet the present needs of Hydro One align with Hydro One’s future requirements.
• Provide strategic direction in collaboration with other areas of IT and Lines of Business in the execution of Customer Domain architecture activities.
• Conduct service and performance reviews, carry out Contract Management and monitor compliance for one or more of services received from an external service provider
• Participate in the definition of strategic satisfaction measures for Company scorecards, performance contracts, SLAs, business planning or risk management; arrange for data collection required to monitor and report on measures.
• Perform Invoice/Charges Review

Selection Criteria

Basic Qualifications:

• BA or BSc in Computer Science, Engineering, or related field
• At least 10 years of experience in IT
• At least 5 years of experience in an architecture role in one or more disciplines such as enterprise, data, integration, technical or solution
• Demonstration of prior experience leading IT teams
• Experience in a Customer facing role

Preferred Skills and Experience:

• Experience working in utilities and Digital Tools, Contact Center and Meter to Bill functions
• Experience working in a previous utility leveraging SAP ERP
• Ability to relate architectural decisions and recommendations to business needs.
• Ability to regularly learn and adopt new technology.
• Good understanding and usage of various architecture tools
• Well versed in the understanding of agile delivery methodologies and practical experience
• Strong analytical and problem-solving skills
• Ability to communicate across all levels of the organization and work with diverse project teams.

Demonstrated Management Skills:

• Relevant experience in the ArchiMate, TOGAF, ITIL framework, COBIT and other IT standards of best practices
• Experience in financial management and control
• Strong communication skills in Service Management Processes to lines of business
• Ability to assess enterprise risk with proper recommendation in remediation.
• Ability to persuade, convince, influence behavior.
• Ability to lead and work in a multi-team environment and drive completion of deliverables.
• Information seeking - ability to acquire information relevant to the achievement of valued goals.
• Strategic business thinking - ability to apply technical knowledge and experience to making management decisions for achieving business objectives.
• Team leadership - ability to take a role as leader of a team or other group.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2024.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: December 2, 2024

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We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.