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Hydro One Networks Inc

Director, Customer Technology - Digital Technology Solutions

Toronto, ON, Canada

Apply by: Oct 6, 2026
Posting language: English
Posted: Sep 22, 2026

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Original job description

Position Summary

The Director, Customer Experience – DTS is accountable for the end-to-end technology experience supporting Hydro One’s customers, spanning digital channels, billing, CRM, integrations, service reliability, and enablement platforms. This role leads multiple customer-facing technology portfolios and managers, translating enterprise strategy into predictable delivery, resilient operations, and continuous experience improvement. The role is accountable for predictable, cost-disciplined delivery of customer‑critical technology initiatives, ensuring outcomes are delivered on time and within approved budgets.

Core Accountabilities

Customer Experience & Service Outcomes

Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and supporting integrations.
Ensure service reliability, performance, and responsiveness for customer-facing systems, including accountability for major incidents and root-cause remediation.
Translate customer and business needs into prioritized roadmaps that balance experience improvement, risk reduction, cost, and technical sustainability.

Strategy Execution & Portfolio Delivery

Translate DTS and enterprise strategy into executable plans, funded programs, and committed delivery outcomes.
Accountable for delivering portfolios and major initiatives on time, within approved scope, and on budget, proactively managing risks, dependencies, and trade-offs.
Oversee delivery across multiple application portfolios, including roadmaps, sustainment, enhancements, and modernization initiatives, with clear financial and delivery discipline.
Ensure investments remain aligned to business priorities with transparent cost management, sequencing, and delivery commitments.

Enterprise Platforms & Transformation

Provide domain leadership for major enterprise transformations, including SAP S/4HANA implementations and CRM modernization.
Ensure customer experience, billing, and service processes remain stable and integrated through large-scale system change.

Operational Excellence & Risk Management

Accountable for application sustainment, SLAs, and continuous improvement across customer-critical systems.
Own financial and delivery risk within the domain, ensuring cost controls, forecasting accuracy, and corrective actions are in place.

People & Leadership

Lead, coach, and develop managers with accountability for delivery, budgets, and outcomes.
Build and sustain teams with strong delivery discipline and financial ownership.

Financial & Delivery Accountability

Own the Customer Experience DTS operating and project budgets, including planning, forecasting, and in-year management.
Ensure effective CapEx and OpEx management, vendor spend control, and benefits realization.
Hold teams and partners accountable for predictable delivery and cost transparency.

Required Experience & Qualifications

Technical & Professional Background

Degree in Computer Science, Engineering, or equivalent practical experience.
10+ years of progressively senior technology experience, with early career time spent in the technical weeds (software development, web engineering, systems integration, or application operations).
Strong background in web technologies, including modern web architectures and customer-facing digital platforms.
Extensive experience with CRM platforms supporting customer interaction, workflows, and digital engagement.
Hands-on leadership experience with SAP S/4HANA implementations impacting customer, billing, or revenue processes.
Proven ownership of enterprise platforms across the full lifecycle.
Demonstrated leadership in major incident management and service recovery.

Why This Role Matters

This role ensures Hydro One’s most critical customer and revenue-enabling platforms - web, CRM, digital channels, billing, and S/4HANA-integrated systems - are reliable, scalable, and continuously improving, even through large-scale enterprise transformation.

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More about this job

Responsibilities

The Director is responsible for the end-to-end technology experience supporting customer-facing platforms including digital channels, CRM, and billing. They lead multiple technology portfolios, ensuring predictable delivery, operational resilience, and alignment with enterprise strategy.

Requirements

Candidates must have a degree in Computer Science, Engineering, or equivalent and at least 10 years of progressively senior technology experience. Proven expertise in web technologies, CRM platforms, and SAP S/4HANA implementations is required.

Skills

Digital technology solutions
Customer experience
CRM
Billing platforms
SAP S/4HANA
Service reliability
Strategic planning
Portfolio management
Incident management
Financial management
Team leadership
Systems integration
Application operations
Risk management
Digital transformation
Enterprise architecture

Visa sponsorship

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Keywords

Director
Customer Technology
Digital Technology Solutions
Hydro One
CRM
SAP S/4HANA
Billing
Digital Channels
Systems Integration
Application Sustainment
Service Reliability
Portfolio Delivery
Enterprise Transformation
CapEx
OpEx
Incident Management
Roadmap Prioritization
Software Development
Web Engineering
Financial Forecasting
Vendor Management
Risk Management
Operational Excellence
Modernization
Technology Strategy

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