Service Manager, Media Operations Centre, Bell Media

Req Id: 406369

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

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

The Bell Media team creates and delivers the best Canadian and international content across our digital media, television, radio, and out-of-home advertising platforms. We’re looking for innovative team players ready to take some of the most well-known entertainment brands in the country to the next level.

**Description**:
The MOC (Media Operations Centre) is responsible for supporting Bell Media’s portfolio of Broadcast, Digital and Radio services, with a focus on incident management, escalations, first level triage/repair, change management activities and post mortem/improvement exercises. The MOC Service Manager leads these initiatives and supports the MOC operations team.
Our objective of ongoing service improvements while implementing industry best practices will meet the need for increased creativity, operational efficiency and workforce mobilization. While becoming more efficient, MOC Service Manager is agile and responsive to the constant evolution of technologies in the video marketplace and day to day customer requirements. Our delivery and support teams work together seamlessly to provide customers video services that they love to have and cannot live without.

Service Manager, Media Operations Centre

**Key Responsibilities**:

- Maintain high level of ITIL Service Desk knowledge to effectively support incident, major incident, problem, and change and configuration management.
- Follow the Major Incident Management processes for all major incidents
- Drive root cause analysis(RCA) and corrective action to help eliminate disruption of services and consequently improve the operations of the organization using problem analysis and documenting all elements of the RCA to closure.
- Coordinate major incident management both on and off hours; document all actions taken to resolve the incident and drive Conference Bridges.
- Together with other members on the team, act as the single point of contact for customer escalations and service assurance related issues.
- Provide support and escalation where necessary to ensure that SLA targets are met for incidents and changes
- Ensure that all change introduced to the customer environment have been fully reviewed and compliant with the governance process.
- Deliver performance reports and score cards for the video platforms and services while tracking the team’s effectiveness in delivering on the targets
- Actively participate in all incident, problem, and change reviews while developing service improvement plans in response to post mortem analysis, trends observed and areas of opportunity highlighted in the scorecard
- Identify gaps in processes, make recommendations, and implement service improvement plans
- Maintain operational support documentation, both internal and partner facing
- Maintain sufficient level of technical product knowledge

**Critical Qualifications**:

- 5 years or more industry experience
- Working knowledge of the ITIL methodology
- Experience with all aspects of incident management including drafting service disruption notifications and leading post mortems
- Experience with Atlassian software suite, including aministation of Jira Service desk and Confluence
- Experience creating executive summaries, and other service management reports
- Proven customer management skills
- Well-organized, able to prioritize work in a dynamic environment - meeting changing business needs
- Meticulous and adherence to quality delivery at all times
- Ability to deliver outstanding service in a constantly evolving environment
- Ability to work in a time sensitive and high pressure environment
- Strong analytical skills with deductive reasoning capabilities
- Interest in acquiring technical and business knowledge relating to video services
- Proven consulting, communication, negotiation and presentation skills at technical level
- Good oral and written communication skills
- Clear track record of using teamwork to create a competitive advantage
- Proven coaching/training abilities
- Leader, self-reliant and team player who can function with little supervision or direction
- Creative and solution oriented
- Ability to organize, lead and influence cross-functional teams and drive business results from groups not directly under your management

**Preferred Qualifications**:

- 5+ years experience in a related discipline field
- Exposure/experience in project management, Telecom / IT Operations would be an asset
- Available 7/24 for customer escalations

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Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Typ