Delivery Manager

2 days ago

Brampton, Canada Rogers Communications Full time

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:
The **Delivery Manager** is accountable to develop, lead, and project manage the service delivery POD model strategy that is required to fulfill the technical solution that has been designed for Rogers customers. Focus on leading a seamless transition of the technical solution from the Sales organization into the Customer Implementation team. Identify and resolve issues that may impede the progress of the delivery process and engage personally with the customer to establish expectations and provide formal updates on progress.

**What you will do**:

- Onboarding new large customer deployments and managing customer expectations from start to finish.
- Focus on improving service delivery and customer experience by assuming overall accountability of the end to end implementation of the customer’s service solution
- Ability to gather order information to perform order entry into the Rogers systems and project managing the components of an order from order receipt to billing
- Take responsibility for the customer experience by ensuring appropriate engagement takes place throughout the process, acting as a central point of contact for the customer - as well as for Sales
- Leads the daily stand up calls with the Customer implementation teams to drive collaboration activities across multiple roles and varying expertise - both early and throughout the provisioning process to proactively address challenges that may impact the timely delivery of service
- Provide coaching and support to the various roles that make up the project delivery team engaged in enabling a customer’s service solution
Make critical business decisions to meet customer expectations.
- Understanding senior management’s business strategy and providing project related recommendations for cost effective service delivery
- Understand issues (Technical, process etc) and works to remove roadblocks across all operational areas to ensure an executable order is enabled at each stage of the provisioning process in order to deliver timely service to the customer
- Identify obstacles/conflicts and evaluate, recommend and implement workable solutions. Escalate issues to the appropriate levels within the organization to mitigate risks and keep delivery on track.
- Makes commitments on customer delivery dates and is measured on accuracy
- Active WIP management, Monthly revenue forecasting
- Develops Project Plan, Schedule as required
- Provide Executives and Management with timely reporting on implementation progress, issues, risks and containment /get well plans.
- Develop and conduct presentations to various levels of Management as required.
**What you will bring**:

- Understand the fundamentals and be able to implement integrated project/program strategies, PMP an asset.
- University Degree plus professional certification (e.g. Computer Science, Commerce, CA, PEng, CGA, B. Ed., LLB, etc.)
- Post-Secondary degree in Engineering or other related technical discipline or equivalent combination of education or experience
- Knowledge of Ethernet technology and topology, IP technology, SIP, MPLS.
- Solid understanding of telecommunications services and equipment.
- Three - five years’ experience in a telecommunications operation related field or environment
- Knowledge of Rogers Business services, products and procedures
- Post-Secondary education in a related technology or telecommunications field.
- ITIL Certification is an asset.
- Proficient in Microsoft Word and Excel.
- Proven ad demonstrated leadership skills.
- Demonstrated excellent communication with technical and management staff, both verbal and written.
- A strong sense of teamwork and willingness to work in an ever changing environment.
- Excellent presentation and communication skills.
- Entrepreneurial attitude and an ability to work with little supervision in a fast paced environment
- Strong organizational skills
- Software skills: Microsoft Office, AS400, INSIS, Salesforce
- Must be self-motivated, creative and able to work as part of a team
- Core Competencies: Custom

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