Technology Solutions Manager

**Technology Solutions Manager - SI**:

**Location**:Regina, Sask.
**Number of Positions**:1
**Salary**:$84,421 - $112,560 (depends on experience & qualifications)
**Type of Position**:Permanent Full Time
**Closing Date**:01/22/2025

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GENERAL ACCOUNTABILITY
The Technology Solutions Manager - SI is accountable for a highly skilled multi-functional product support and services team dedicated to
delivering exceptional customer service to international customers while providing 24x7x365 support and consulting services for all SI products
to communication services providers across the world. This position is accountable to provide professional services through a multi-tier
support and services organization that provides services ranging from incident and problem resolution to multi-year customer implementation projects.

LEADERSHIP ACCOUNTABILITIES
People
1. Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote
from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing
assignments, establishing objectives, providing regular performance feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance,
etc). Accountable for provisioning and managing contracted resources as may be required.
2. Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
3. Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
4. Proactively identify and action opportunities to increase customer satisfaction (internal and external customers).
Financial
1. Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.
Innovation
1. Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Provides expertise
to senior management providing education, studies and consulting on opportunities that will impact business strategy. Ensures alignment
and integration with the corporate strategic plan and develops plan and operational metrics, including approaches for demonstrating business value.
2. Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
3. Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

SPECIFIC ACCOUNTABILITIES
1. Accountable for a highly productive team who provide 24x7x365 customer support for all SI products and services.
2. Accountable for the integration and utilization of ITIL framework to provide multi-tier incident and problem management support services.
3. Manages all aspects of customer product implementations including feasibility, analysis, planning, implementation and support.
4. Manages a team working in a true consulting capacity and provides consulting and advisory services to clients as a Subject Matter Expert on SI products and services ranging from small one-week engagements to multi-year complex projects.
5. Maintains a high level of accountability for the decisions and results achieved through the role of a Subject Matter Expert providing advisory and consulting services to clients.
6. Works in a leadership capacity on customer sites leading client staff based on contracted services.
7. Develops plans for short-term client engagements while also managing budgets and ensuring profitability.
8. Represents SI as a solutions provider through their actions and interactions performing and delivering services both on-site and off
- site to clients.
9. Works in conjunction with other vendors to identify and resolve complex technical problems for customers.
10. Ensure all agreed levels of service quality and service availability are maintained and met.
11. Ensure close relationships are maintained between the support and Sales team to keep them informed of technical issues with customers.
12. Manage knowledge, process and documentation of products and proprietary information to improve customer service.
13. Accountable to foster an environment that id