Service Delivery Manager

2 weeks ago

Montreal, Quebec, Canada CN Full time
Job Summary

As a key member of the CN team, the Service Offering 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 role requires strong working relationships with all product or service providers to ensure performance levels are met.

Main ResponsibilitiesLeading Others
  • Partner with HR to determine 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 among teams.
  • Manage employee performance, identifying and supporting those who are not meeting expectations.
  • Create a positive and engaging 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.
  • Ensure knowledge is preserved through cross-training for key skill sets.
Operational Excellence
  • Provide technical expertise and platform leadership in Data Center, Core, and Network Services technologies.
  • Coordinate change planning and formal change control process to eliminate customer impact and meet availability SLAs.
  • Ensure network hardware devices and related procedures adhere to CN standards and policy, as well as compliance regulatory requirements.
  • Establish and maintain operational procedures and practices, maintaining network security.
  • Manage enterprise network systems and services to an operational uptime of at the core.
  • Responsible for O of data network services and perform network testing and evaluation testing on a regular basis.
  • Lead advanced enterprise-level performance tuning and network performance audits.
  • Research and analyze data networking technologies to remain proactive and current in the industry.
  • Oversee change control procedures for all production changes.
  • Provide after-hours on-call support, manage escalations, and Network outages.
  • Liaise with various internal and external stakeholders as part of the incident management process.
Delivery
  • Reviews project requests and confirms operation feasibility.
  • Ensures project transition to core complies with support requirements.
  • Coordinates resources requirements with project manager.
  • Coordinates, evaluates, and partners with vendors to help in delivery.
  • Provides feasibility study and work estimates during project A&P.
  • Complies to change control procedures for all project production changes.
  • Participates in the project transition and support strategies (T2C).
  • Participates in various architectural reviews to ensure alignment and compliance with the support excellence standards.
  • Leads initiative to ensure continuous improvement of systems operational policies, procedures, methodologies, and documentation required to support evolving operational needs.
Practice Evolution
  • Develops and oversees the adherence to maintenance and performance standards of data network hardware and systems.
  • Develops tactical and strategic plans, standards, guidelines, and policies for the network resources based on growth, trends, available metrics, etc.
  • Establishes and implements operational policies, procedures, and standards in conformance with information systems goals and procedures.
  • Develops mid-to-long-term technology/service evolution plans.
  • Contributes with architecture on the technology roadmap.
  • Builds team structure and skill strategy based on growth and technology trends.
  • Participates in life cycle portfolio management and helps estimate operational costs.
  • Participates in vendor proposals evaluations.
RequirementsEducation
  • College degree in a related field (Information Technology, Computer Science).
Skills/Knowledge
  • Detailed knowledge of Data Center and Core technologies.
  • Detailed knowledge in infrastructure component and configuration (such as network infrastructure, server infrastructure, data communications, and telecommunications systems) and electronic data transmission principles, LAN networks, routing fundamentals, DMZ design, and troubleshooting techniques.
  • Planning, controlling, and scheduling operational and project resources.
  • Broad knowledge 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; provide a superior customer/client experience and build long-term relationships.
  • Experience with Project management an asset.
  • Detail-oriented with Network Migration Skills and network management tools experience such 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, including vendors and IT and business personnel.
  • 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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