Delivery Manager

2 weeks ago

Montréal, Canada Rogers Communications Full time

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story

**Role Summary**:
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.

**Responsibilities**:

- 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.

**Qualifications**:

- 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: Customer Focus; Teamwork; Communication; Accountability; Innovation
- Bilingualism (English/ French) is a must.

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauch

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