Manager, Network

Req Id: 399392

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.

Bell is making unmatched investments in our world-leading broadband fibre and wireless networks because we know they’re the backbone of the products and services our customers love. If you’re excited about transforming the way people connect, our Network team is the right place for you.

The Bell Network team is on a journey to transform how Bell delivers the best customer experience. This transformation is about providing faster detection and proactive resolution through automated solutions in order to make sure when our customers are calling us, we have visibility on why, we resolve rapidly and avoid reoccurrence, all of that by operating with agility and cost efficiency.

At the heart of this transformation is the Wireless Technical Assistance Center (TAC). Our vision: To be recognized by customers as the best Wireless experience through our products, network and customer support excellence and changing lives by connecting Canadians anywhere they are.

The Network Manager reports directly to a Senior Manager, it main responsibilities are to support the team, direct reports, by making evolve processes to achieve faster resolution with high quality and provide visibility to issues to continually improve and foster the Best Customer Experience.

**If you love**
- Community; ours is awesome. You will interact with developers in an Agile environment, work in an open space (when in the office :p) and participate in team building activities
- Introducing and Supporting new services; you will shape and construct the day 2 support schema for new technologies
- Connecting with people from other fields. You will bridge different business units and collaborate with many teams to provide the Best Customer Experience
- Continuous improvement; our team is organized in squads, leveraging the best of Lean manufacturing, adjust according to our customers and partners needs and continuously improve.

**And you want to**
- Sharpen your skills with the latest technologies, with access to vast resources and without limitations
- Embody and advocate a culture of quality focusing on delivering the Best customer experience
- Support an amazing and experienced team by directing and guiding them to be better everyday.
- Paint the path to create the next level on Customer Experience, proactive detection and self healing.
- Openly expose problems and turn them into learning and team bonding experiences
- Put the interest of the team first

** then we want to get to know you**

**Job Duties / Accountabilities**:

- Guide the team and organization on how to use Agile/Scrum practices and values to meet customers demand
- Guide the team on how to get the most of self organization
- Be part of pre-launch services team, to guide the intro of new workloads supported by the team
- Maintain existing portfolio of services provided aligned with actual responsibilities
- Contribute to the development of new technical solutions and programs to deliver the Best Customer Experience, reduce time to respond/restore and improve cost structure
- Keep a close communication with the front-line to keep improving in a E2E bases
- Support service assurance teams in improving the quality of services provided
- Contribute to process improvement initiatives and improve on-going work
- Interacts with multiple teams within our own BU and across Bell business units to adapt existing processes and deliver the Best Customer Experience
- Occasionally contribute to RFP and RFI processes to secure commercial arrangements in support of demand or strategy
- Build a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on problem solving
- Facilitate getting the work done, support the team to remove roadblock
- Facilitate discussion, decision making, and conflict resolution
- Influence and onboard internal and external partners to improve the MTTR
- Contribute to map processes, define KPIs and generate ideas to improve
- Create a better work-life balance for the team
- Support each team member in developing their individual skill sets

**Critical Qualifications / Competencies**:

- BA/BS degree in Operations and logistics, Computer science or a related engineering/management field, or equivalent practical experience.
- Experience in a scrum/lean master position, focusing on improving a team
- Excellent ability in facilitation, conflict resolution, continual improvement, empowerment, and increasing transparency
- Strong decision making skills with the ability to influence and challenge decisions when necessary
- Understandin