Senior Manager, Business Applications and Partnering (Customer Operations)

Senior Manager, Business Applications and Partnering (Customer Operations)

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. AQN is committed to providing safe, reliable, and cost-effective energy and water solutions through our portfolio of utility investments to over one million customer connections, largely in the United States and Canada. At Algonquin, our vision is to be the most trusted utility service provider in North America a premium regulated utility, known for our customer focus, commitment to sustainability, and strong community partnerships. Our employees are at the heart of that vision. We believe that when people are empowered to learn, grow, and contribute their ideas, we can achieve remarkable results together. We are building a culture that values integrity, inclusivity, and innovation. By joining Algonquin, you'll be part of a team that is shaping the future of energy and water, while creating long-term value for our customers, communities, employees, and shareholders.

Purpose: Leads the delivery and continuous improvement of Billing, Collections and CRM capabilities on SAP, translating business priorities into an executable roadmap with measurable outcomes. This role ensures that customer-facing journeys are secure, scalable, and compliant by coordinating product backlogs, releases, and cross-team dependencies. This role oversees the full software development lifecycle (SDLC) for SAP customer solutions, from planning and design through deployment and ongoing optimization. The Head of SAP Delivery, Customer manages both an internal team and an outsourced vendor partner, ensuring alignment, accountability, and performance across all delivery streams. Acting as both a strategic leader and operational driver, this position is responsible for building strong partnerships with business stakeholders, ensuring high-quality delivery, and fostering continuous improvement of the SAP platform to meet evolving customer needs.

Accountabilities:

• Own end-to-end delivery of SAP customer-facing solutions (e.g., SAP CX/CRM, SAP BTP/Fiori apps), ensuring scalability, security, compliance, and high-quality outcomes.
• Translate business goals into a clear SAP delivery roadmap, aligning epics, product backlogs, releases, and cross-team dependencies to approved business outcomes.
• Oversee the full SDLC (requirements, design, build, test, deploy, support), embedding agile and DevOps best practices.
• Run backlog and requirements processes; define non-functional requirements (availability, performance, security, usability); coordinate UAT and readiness with business owners.
• Orchestrate releases with IT Ops (shared enterprise release calendar), publish run notes, and ensure post-release stabilization.
• Track product health (usage, adoption, defects) and drive continuous improvement initiatives.
• Build strong partnerships with IT, business units, and vendor partners to ensure successful delivery outcomes.
• Establish and monitor delivery performance metrics, quality standards, and KPIs tied to business impact.
• Prepare options, estimates, and benefit cases; facilitate prioritization through Customer governance; align approved work to quarterly plans.
• Ensure issues, risks, dependencies, and change requests are logged, escalated, and resolved with transparent stakeholder communication.
• Support the negotiation of and monitor the adherence to vendor contracts, SLAs, and budgets to optimize value and cost efficiency.
• Coordinate work between internal teams and vendor resources to maintain alignment, transparency, and delivery efficiency.
• Conduct performance reviews and work with vendor manager to hold vendor partners accountable for service levels, compliance, and innovation.
• Align solution designs to EA standards; coordinate API/CPI integrations (PI/PO/CPI, OData/REST, IDoc), data models, and master-data stewardship.
• Partner with Data Platforms on pipelines, reporting, and consent/analytics; ensure data quality, lineage, and retention rules are met.
• Embed security/privacy controls and complete risk assessments and remediation with Cyber.
• Ensure performance, resilience, and DR readiness are validated; maintain documentation, support models, and handoffs to IT Ops/service desk.
• Lead and mentor an internal SAP delivery team, fostering professional growth and high performance.
• Define clear roles, responsibilities, and success measures for team members.
• Build a collaborative culture across internal staff and external partners.
• Provide guidance, coaching, and direction to support career development and knowledge sharing.
• Act as a role model for customer-centric delivery, innovation, and continuous improvement.

Education and Experience:

• University - Bachelor Degree or equivalent
• Expertise with SAP CX/CRM (e.g., SAP Sales/Service Cloud, Commerce Cloud), SAP BTP/Fiori, and integration patterns (CPI/PI-PO, IDoc, OData/REST).
• Deep knowledge of SDLC and portfolio/demand governance.
• Familiarity with security & privacy for customer platforms (SSO, consent/marketing permissions, data retention, SoD).
• Experience coordinating with IT Ops on shared release governance and production support handoffs.
• Preferred certifications: SAP Certified Application Associate (CX/CRM/BTP), PSPO/CSPO or SAFe POPM, ITIL 4 Foundation (or equivalents).

Compensation Data: Full base salary range $140,000.00- $180,000.00 per year*Liberty considers several factors when extending an offer, including but not limited to, the role and responsibilities, a candidate's work experience, education, training and skills, and geographic location.

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business and as an employee team. As the successful candidate

Our Mission: We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions.

Our Vision: We better the lives of our customers and communities.

Our Guiding Principles: Customer Centric Integrity Entrepreneurial Teamwork Owner mindset Outcome focused Continuous learning

What we offer: Collaborative environment with a genuine flexible working policy 401k Plan with matching Share purchase/match plan Leadership Development Program Volunteer paid days off Employee Assistance Program Achievement fund Free parking Variety of Health & Wellness programs Discount and Perks program

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.