Senior Transformation Program Lead - Bilingual French/English

Location: Montreal, QC | Hybrid

Language: Bilingual French/English - Mandatory

Start: ASAP

Working Model: The role is based primarily in Montreal with a hybrid working model. Flexibility to be onsite is required, with increased onsite presence during critical workshops, implementation and go-live periods, potentially up to 5 days per week during key phases. Occasional travel to Quebec City (approximately every 2–3 weeks) may also be required.

The Opportunity

Our client, a leading Quebec-based end-of-life services organization, is seeking a Senior Program Lead to take ownership of a major business and technology transformation.

The organization is implementing three interconnected enterprise platforms spanning its contact centre, CRM and core operational processes. These initiatives will significantly transform how the organization operates and delivers services end to end.

We are looking for a senior transformation leader who can act as the glue across multiple workstreams, vendors and business leaders, ensuring the overall program moves forward as one integrated transformation.

This is not a project coordination role. The successful candidate will be expected to proactively drive delivery, challenge decisions when necessary, hold vendors and stakeholders accountable, and take ownership of issues through resolution.

Must-Have Experience

• Significant experience leading complex, enterprise-wide business and technology transformation programs.
• Proven ownership of programs involving multiple interconnected technology implementations, workstreams and vendors.
• Strong vendor management experience with demonstrated ability to drive accountability and resolve delivery issues.
• Experience working directly with C-suite and senior executive stakeholders, including driving decisions and challenging stakeholders constructively.
• Strong business transformation and change leadership experience, with an understanding of how technology impacts processes, people and operating models.
• Highly hands-on and proactive, with demonstrated ability to take ownership of a program rather than primarily coordinate or report on activities.
• Fluent professional French and English, written and spoken.

Responsibilities

• Own overall delivery across multiple interconnected technology transformation workstreams.
• Manage the integrated program plan, cross-workstream dependencies, milestones, risks and critical decisions.
• Connect business, technology and vendor teams to ensure individual implementations work together as an end-to-end solution.
• Partner directly with C-suite and VP-level stakeholders to drive decisions, alignment and accountability.
• Manage multiple external technology vendors and hold them accountable for commitments, timelines and outcomes.
• Proactively identify issues and dependencies and drive them through resolution.
• Lead business transformation and change activities associated with the implementation of new technology.
• Challenge assumptions and proposed approaches where they may create downstream business or technology impacts.
• Provide direction to project resources and business leads across the program.
• Remain hands-on when required, including facilitating workshops, developing plans, reviewing vendor commitments, driving decisions and supporting critical implementation/go-live activities.

Nice to Have

• ERP or enterprise operational platform transformation experience.
• CRM and/or contact centre implementation experience.
• Microsoft enterprise platform experience.
• Experience entering an active or challenged transformation and quickly establishing control over delivery.