Operations Manager

7 days ago

Regina, Canada SaskTel Full time

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**Operations Manager - Customer Success**


**Location**:Regina, SK
**Number of Positions**:1
**Salary**:$117,023 - $156,032 (dependent on education and experience)
**Type of Position**:Permanent Full Time
**Closing Date**:07/05/2024

**Competition Comments**:Position may be located in Saskatoon or Regina

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**POSITION OVERVIEW**

Accountable for the overall administration of the Business Service Desks, their support team, the business customer experience, and SaskTel’s Service Management team. Maximizes the overall success of SaskTel through cost effectiveness, productivity gains, enhanced service delivery, and revenue growth.

Leads multi-functional teams accountable for SaskTel business customer experience as it relates to their assurance needs. Committed to the philosophy of Customer Success and the creation of an environment in which employees are motivated and engaged. Accountable to develop and manage a strong professional business relationship with our business customers. Accountable to create an environment where employees are empowered to make decisions based on customer needs and corporate goals.

**SPECIFIC ACCOUNTABILITIES**
- Accountable to lead activities in the research, planning and development of a technology strategy that will support the overall strategic direction for IT Operations.
- Works in conjunction with SaskTel IS, Network Planners, external suppliers, and vendors to develop a strategic direction that reflects the evolution of the industry and is in alignment with Corporate and BS&S priorities. Accountable for gaining approval of strategies and plans.
- Possesses expert knowledge of ITSM best practices and the SaskTel organization.
- Develops innovative, effective, and consistent corporate solutions to enhance service assurance and reduce operating costs. Committed to customer service and the creation of an environment in which employees participate in customer service initiatives and respond professionally to customer needs
- Leads SaskTel’s Business Service Desk and Customer Success teams, ensuring their operation and implementation aligns with current industry best practices and delivers an exceptional customer experience.
- Leads SaskTel’s Service Management team to deliver an exceptional customer experience for SaskTel’s strategic customers.
- Develops and manages relationships within SaskTel as well as multiple vendors to effectively deliver profitable professional services to SaskTel’s business customers.
- Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer satisfaction, and increase employee engagement.
- Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.
- Maximizes SaskTel’s market share through the development of professional business relationship, maintaining a high level of presence in the community which enhances customer satisfaction and increases awareness of SaskTel and our products and Services

**QUALIFICATIONS**
- University degree in Computer Science, Engineering, Admin or Commerce, OR Technical Institute diploma with related experience OR thorough knowledge of service assurance practices in relation to SaskTel’s Network Operations, IP, legacy voice, CPE, data and fiber based services typically obtained through significant work experience at SaskTel.
- Minimum 7 years of IT management experience leading large technical teams supporting complex IT functions.
- Experience at developing and/or maintaining business relationships with solution partners. Demonstrated expertise in managing contracts, negotiating license agreements and service level agreements.
- Demonstrated analytical, business, and technical leadership in delivering IT products and services.
- Management skills to plan, coordinate and allocate the resources needed to effectively support major projects.
- Strong team leader and member, able to select and develop staff and able to influence the performance of others.
- Extensive experience with financial management and budgeting.
- Excellent communication skills, both written and verbal, and the ability to influence and deal effectively with others.

LI-POST

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**_Flexible workplace options may be available._**:
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**About SaskTel**:
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