Service Level Manager, Wireline Ip Services

2 months ago

Halifax, Canada Bell Canada Full time

Req Id: 405777

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

The Service Level Manager manages service targets wireline IP services ensuring customers have the best possible service experience. The Service Level Manager must maintain an awareness of customer needs, problems and priorities impacting their service(s). He/she will initiate and sustain open communications internal stakeholder groups in order to facilitate the prompt and efficient resolution of service opportunities, issues and problems.

The role of Problem/Service Level Management reports within the NTS organization of Bell. The Service Level Manager is a highly responsible, professional and technically conversant individual who provides focused on end-to-end support for wireline services as it relates to Bell suite of wireline IP Services.

**Key Job Responsibilities**:

- Monitor various service levels and develop action plans to address poor service performance
- Prepare and present weekly network results during regular performance meetings (BBM, Network)
- Interacts with NOC’s to ensure all outstanding incidents/problems are being addressed within service targets and have been prioritized accordingly.
- Ensures problems or potential problems are brought to the attention of the appropriate groups/persons before they become serious by managing and maintaining proper support processes and communication links between all service supporting domains.
- Supports automation and process improvement for Atlantic incident management teams
- Supports new tool deployments
- Supports automation of NOC tasks
- Acts as backfill for Atlantic NOC (ARCOE) manager
- Support automation and process improvements for National Network Operations Centre (NNOC)

**Essential Qualifications**:
**Education**:

- Post secondary education
- 5 years experience in IP technology
- ITIL knowledge
- Project Management considered an asset

**Experience**:

- Knowledge and understanding of process analysis work
- Superior problem analysis and resolution skills
- Ability to lead cross functional teams to resolve complex issues
- Experience in planning, implementing, supporting and reporting on operational environments

Knowledge of/Demonstrated Skill in:

- Good relationship, people and administrative management skills
- Excellent communications and negotiation skills
- Good presentation skills
- The ability to interact with all levels of management
- Strong data management skills

**Challenges & Decision Making**:
Major Challenges:

- Working with all departments to understand the roles and responsibilities in supporting the services
- Ensuring that support processes are followed, especially when dealing with critical incidents
- Implementation of Service Improvement Plans
- Supporting Network Operations and Customer Services so they can achieve service targets

**Relationship Management/Customer Focus**:
Internal Relationships:
The Service Level Manager must maintain and improve service quality through a constant cycle of reporting and instigation of actions to eradicate poor service. Work with Operations, Customer Service, Marketing and Engineering to ensure availability/performance objectives continue to meet agreed upon targets.

**Leadership/Project Management**:
Leadership:
Service Level Managers must be able to work with Directors, Senior Managers, and peers across the organization and customers to ensure services are meeting the service objective targets. SLM’s must understand the supporting roles and responsibilities within the services they support, have the knowledge of the support processes for the services and be able address and champion issues impacting services within their portfolio. They must lead Service Reviews, identify service improvements and lead teams in initiatives to improve service quality where required. Service Level Managers must be able to prioritize initiatives and direct those priorities back to the service owners, Marketing, to ensure the service improvements are addressed in a timely manner thus reducing service issues/impacts to the external customer and reduce support cost to Bell Aliant.

Project Management:
Service Level Managers must have a good understanding of Project Management. As service initiatives and service improvement opportunities arise within their service portfolio, timelines and resources requirements are critical. SLM’s must be able to develop or work with PM’s to ensure project plans and timelines are established to address the initiatives.

Talent

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management
**Job Status

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