IT Technical Program Manager - Product Support
Job in
Toronto, Ontario, M5A, Canada
Listing for:
Veeva Systems
Full Time
position
Listed on 2026-02-16
Job specializations:
-
IT/Tech
Technical Support, IT Project Manager, Systems Analyst, IT Consultant
Salary/Wage Range or Industry Benchmark: 100000 - 145000 CAD Yearly
CAD
100000.00
145000.00
YEAR
Job Description & How to Apply Below
The Role
The Technical Program Manager is responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with
cross-functional teams including engineering, services, and support to drive initiatives that improve our support processes, tools, and customer experience.
What You'll Do
Lead and manage technical support programs, helping to organize and track work via sprintsManage sprint goals and timelines, balancing scope, resources and priorities to ensure timely product deliveryFacilitate requirement gathering and lead user story creationPerform release management and create process to improve cross-team communication and visibility of upcoming releasesCollaborate with cross-functional teams to drive projects and enhancementsEffectively manage and balance the team’s workload comprised of conflicting priorities across day-to-day enhancement requests, defects, and projectsLearn how to use the supported software product(s) and see the product's capabilities as well as gaps in supporting business needsLearn about the supported department’s business and workflows and efficiently apply that knowledge to software solutionsProvide regular reports and insights to senior management and the support teams to communicate progress and blockersIdentify opportunities for process improvements within supported teams and own follow-up where neededImplement best practices to optimize efficiency, responsiveness, and overall customer satisfactionParticipate in technical reviews and approve changes to ensure deliverables meet expectationsFacilitate CAPA resolution and ensure SOP’s are maintained and followedEngage with the vendor customer success teams to be informed about product updates and new releases and how they impact internal processes and support enablementRequirements
Bachelor’s degree in Information Systems, Business Administration, or related field or equivalent work experience5+ years of experience in technical program management, in a customer support environment. Experience with support tools and technologies, such as Zendesk or Service NowUnderstanding of application lifecycle management (ALM)Strong business analysis and solution consulting experience to assist, guide and approve application designProven track record in program management, execution, change management, release management and cross-functional stakeholder managementExperience with agile methodologies and sprint planningHigh proficiency in verbal and written communication. Solid presentation skills are desiredEnterprise software or high-tech industry experience is a plusStrong attention to detail, goal oriented. Must be able to effectively manage multiple activities and/or projects concurrentlyA relentless drive and a customer-first mentality are essentialVersatility, flexibility, and a willingness to work within constantly changing prioritiesCommitment to excellence in delivery of customer serviceComfortable in working with personnel at all levels of the organizationNice to Have
Experience with Jira for project and issue managementPerks & Benefits
Medical, dental, vision, and basic life insurancePTO and company-paid holidaysRetirement programs1% charitable giving programCompensation
Base pay: $100,000 - $145,000 CADThe salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
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