Service Delivery Manager

**Service Delivery Manager - Agency Radio Support**:
At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

**OUR VALUES**
**RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION**

We are looking for an experienced **Service Delivery Manager**to support and collaborate with our radio agency partners in a newly created role. This is an exciting opportunity to shape and standardize wireless service delivery for critical dispatch operations.

Reporting to the Senior Wireless Service Delivery Manager, you will play a key role in supporting agencies’ radio operations, helping to develop and support the creation of standardized radio processes that enhance the efficiency of dispatch communications.

Previous experience with radio operations would be a definite advantage as well as prior work experience in a policing, emergency services, healthcare or provincial government environment would be especially advantageous.

**Key Responsibilities**
- Partner with agency stakeholders to develop a wireless client roadmap tailored to operational needs
- Collaborate with the Project Management Office (PMO) to align initiatives with the broader project roadmap
- Act as a liaison between agency Chiefs and their designates, advocating for their needs and ensuring their voices are represented
- Assess and communicate the risks and real-time implications of decisions affecting emergency communications
- Provide support to agencies in new and replacement radio gear and accessory gear choices when ordering equipment
- Contribute to the continuous improvement of radio operations and service delivery standards

**What you’ll need**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field (or combination of education, training and relevant experience)
- 7+ years of experience in Wireless/Radio operations
- Excellent communication and the ability to build and maintain relationships with multiple stakeholder groups
- Experience as an Emergency Communications Dispatcher, as a radio user, would be considered a benefit
- Previous experience working in a policing, emergency services, healthcare or provincial government environment would be especially advantageous
- Strong problem-solving skills with the ability to prioritize and manage multiple tasks in a fast-paced environment
- Experience overseeing complex technical issues, ensuring quick and effective incident management while minimizing service disruptions
- A client-centric mindset
- Flexibility to work outside of core hours as required

**What we offer**:

- Competitive salary with comprehensive extended health and dental benefits
- Generous vacation plan
- Hybrid working arrangements
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
- Pension - we are members of the Municipal Pension Plan, a defined benefits fund
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm

**Security Requirements**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is five [5] years.

**Vaccination Requirements**:E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**Job Details**:

- Number of positions: One
- Wage/Salary: $103,000 - $128,500
- Job status: Regular Full-Time
- Hours of work: Monday to Friday, 40 hours per week
- Employee Group: Exempt
- Department: Technology Services
- Location: Vancouver/Hybrid

Education : Bachelor’s degree
Experience : 5 years or more