Service Delivery Manager

4 weeks ago

Montreal, Quebec, Canada CN Full time
Job Summary

As a key member of the CN team, the Service Delivery Manager will be responsible for managing the day-to-day operation of the network and telecom environment in a stable, secure, and cost-effective manner. This involves building strong working relationships with product or service providers to ensure performance levels are met.

Main Responsibilities

Leading Others

  • Partner with HR to identify future skills and roles required and make thoughtful hiring decisions.
  • Provide a positive onboarding experience for new employees, ensuring they have access to necessary tools and resources.
  • Recognize employee milestones and significant contributions.
  • Focus on communications and foster collaboration by providing regular updates and encouraging teamwork.
  • Manage employee performance through the performance improvement process.
  • Create a positive work environment by uncovering and leveraging individual strengths.
  • Participate in succession planning and identify employees with potential for advancement.
  • Support employee development through regular career conversations and career goal support.
  • Preserve knowledge through cross-training for key skill sets.

Operational Excellence

  • Provide technical expertise and platform leadership in Datacenter, Core, and Network Services technologies.
  • Coordinate change planning and formal change control processes to eliminate customer impact and meet availability SLAs.
  • Ensure network hardware devices and procedures adhere to CN standards and regulatory requirements.
  • Establish and maintain operational procedures and practices, including network security.
  • Manage enterprise network systems and services to achieve operational uptime.
  • Responsible for data network services and perform regular network testing and evaluation.
  • Lead advanced performance tuning and network performance audits.
  • Research and analyze data networking technologies to remain proactive and current.
  • Oversee change control procedures for all production changes.
  • Provide after-hours on-call support and manage escalations and network outages.

Delivery

  • Review project requests and confirm operation feasibility.
  • Ensure project transition to core complies with support requirements.
  • Coordinate resource requirements with project managers.
  • Coordinate, evaluate, and partner with vendors to deliver projects.
  • Provide feasibility studies and work estimates during project A&P.
  • Comply with change control procedures for all project production changes.
  • Participate in project transition and support strategies (T2C).
  • Participate in architectural reviews to ensure alignment and compliance with support excellence standards.
  • Lead initiatives to ensure continuous improvement of systems operational policies, procedures, methodologies, and documentation.

Practice Evolution

  • Develop and oversee adherence to maintenance and performance standards of data network hardware and systems.
  • Develop tactical and strategic plans, standards, guidelines, and policies for network resources based on growth, trends, and available metrics.
  • Establish and implement operational policies, procedures, and standards in conformance with information systems goals and procedures.
  • Develop mid-to-long-term technology/service evolution plans.
  • Contribute to architecture on the technology roadmap.
  • Build team structure and skill strategy based on growth and technology trends.
  • Participate in life cycle portfolio management and help estimate operational costs.
  • Participate in vendor proposal evaluations.

Requirements

Education

  • College degree in a related field (Information Technology, Computer Science).

Skills/Knowledge

  • Detailed knowledge of Data Centre and Core technologies.
  • Detailed knowledge of infrastructure components and configuration, including network infrastructure, server infrastructure, data communications, and telecommunications systems.
  • Planning, controlling, and scheduling operational and project resources.
  • Broad knowledge of process improvement techniques and principles.
  • Working knowledge of ITIL processes and methodologies to deliver high-quality support to meet customers' needs.
  • Strong customer/client focus, with the ability to manage expectations appropriately.
  • Experience with Project management an asset.
  • Detail-oriented with Network Migration Skills and network management tools experience such as Cisco Works.
  • Strong analytical and problem-solving skills to enable effective incident and problem resolution.
  • Proven ability to work under stress in emergencies, with the flexibility to handle multiple high-pressure situations simultaneously.
  • Strong leadership and team-oriented interpersonal skills, with the ability to interface effectively with a broad range of people and roles.
  • Bilingual with strong written and verbal communication skills.

Experience

  • Minimum 5 years related experience.

Assets

  • ITIL 2011 Foundation.

Working Conditions

  • On call.

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