Service Manager

3 weeks ago


Regina, Canada SaskTel Full time

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**Service Manager - Network Operations**

This is an exciting opportunity where you will lead a team of people responsible for monitoring Saskatchewan’s world-class network.


**Location**:Regina, SK
**Number of Positions**:1
**Salary**:$94,128 - $125,505 based on education and experience
**Type of Position**:Permanent Full Time
**Closing Date**:05/31/2024

**.**

**POSITION OVERVIEW**

Accountable for SaskTel's Business Communication Support Centre, National Operations Center and major account service commitments. Maintains a high level of personal involvement with clients, and a knowledge of client's organizations and service needs and expectations. Accountable for transitional service implementation and project launches as related to service responsibilities. Accountable for network management recommendation of efficiencies, maintenance analysis, and customer service results plans. Accountable for efficient management of Telco Operations Centralized Report Centre obligations. Accountable for maintaining corporate services, such as Crisis Management, Severe Incident Reviews, Emergency Operations Center (EOC), and outage escalations. Accountable for tracking the locations of all dispatched SaskTel personnel.

**LEADERSHIP ACCOUNTABILITIES**

**People**
- Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing assignments, establishing objectives, providing regular performance feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance, etc). Accountable for provisioning and managing contracted resources as may be required.
- Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
- Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
- Proactively identify and action opportunities to increase customer satisfaction (internal and external customers.

**Financial**
- Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.

**Innovation**
- Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Provides expertise to senior management providing education, studies and consulting on opportunities that will impact business strategy. Ensures alignment and integration with the corporate strategic plan and develops plan and operational metrics, including approaches for demonstrating business value.
- Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
- Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

**SPECIFIC ACCOUNTABILITIES**
- Accountable for managing all network and IT change releases, through negotiating network release activity with the customer with as much advanced notice as possible, providing go ahead to facility administration. Accountable for ensuring that the corporate change and configuration processes are adhered to. Tracks service orders and
- provides reporting as required (ie. DD met, missed, completed). Ensures implementation validation results have been completed and are on file for reference. Ensures records have been entered into Trouble ticketing system for trouble report handling, analyzes, and recommends efficiencies.
- Accountable to liaison between clients, SaskTel Corporate Departments, to ensure ongoing day to day quality service commitment. Provides expertise and escalates problem situations for repair, and notification purpose. Ensures that all network outages are tracked and reported to the senior management team, and corporate affairs ensuring they are aware of customer impact.
- Accountable for maintaining the Crisis management team, documentation and procedures and ensuring that SaskTel is capable of tracking and managing a crisis condition. Liaisons between clients, SaskTel IT departments to ensure escalations and updates are in an effici


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