Manager, Client Service Operations

2 weeks ago

Montreal, Canada Bell Full time

Req Id: 417280 

 

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 Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

 

Summary

 

The primary function of the Radio Service Manager is to monitor and manage the service life-cycle of radio service we deliver to public safety customers, and to report and improve upon the service quality that is defined for the service in order to ensure an exceptional customer experience while following ITIL v3 framework.  

 

Key Responsibilities

 

Initiate and sustain open and articulate communications with key Stakeholders in order to facilitate the prompt and efficient resolution of service opportunities, issues and problems.
analyze and implement improvements within their service in support of business objectives and to improve process effectiveness, efficiency, service quality and cost while continually monitoring and measuring results.  

 

  • Maintain an awareness of projects within their portfolio within the Service Strategy phase; provide input for operational objectives, aid with management of risk.
  • Engagement at the Service Design phase to aid in identifying day 2 business requirements, policies, processes, etc for new or changed service offerings.  Work with the project and operational teams to identify and manage risks, develop any necessary contracts (SLA, OLA, underpinning contracts, etc), service levels, metrics and reporting requirements.  Ensure all necessary Business Continuity and Disaster Recovery plans are created and/or updated.
  • Liaising with the appropriate process owner throughout the service and product  lifecycle process.  Maintaining an open communication with key stakeholders on changes within all lifecycle stages including strategy, design, transition and operation.
  • Operational stakeholder throughout the Service Transition phase of projects to ensure requirements are met, and all necessary documents and measurements are in place to meet the needs of the business and ensure a smooth transition to production.  Work with project team and operational resources during Service Transition to manage the deployment of new and changed services into operation.  
  • Manage their service portfolio during the Service Operation phase through managing communications and resource engagement for any major incidents, tracking and managing any reported problems within the service, and supporting the use of Change Management practices for any planned changes in order to mitigate business risk.  Monitor, measure and report on defined service metrics to identify variances and to ensure business and customer requirements are being met.
  • Support their service portfolio through Continual Service Improvement to identify,
Critical Qualifications

 

  • Bachelor’s degree in Technical/IT field, two year diploma in Information Technology from an accredited institution, or equivalent experience
  • ITIL v3 Foundations certification at a minimum
  • 1-2 years related experience in either Service Operations Management, Service Development, or Service Strategy
  • Experience in P25 public safety radio networks
  • Proficiency using Microsoft Office
  • Excellent written and verbal communication skills
  • Strong analytical and problem solving skills
  • Exceptional conflict resolution, negotiation, and decision making skills
  • Fundamental understanding of Project Management
  • Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities
  • Proven ability to be flexible and work hard, both independently and in a team environment, in a high pressure environment with changing priorities
  • A results oriented individual who thrives working in a fast paced environment and is able to contend with ambiguity 
  • Recognized ability to lead and influence others outside of a direct reporting structure through the cultivation of trust and respect.

#LI-SS1

#EmployeeReferralProgram

 

Adequate knowledge of French is required for positions in Quebec. 

 

Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Ontario : Mississauga || Canada : New Brunswick : Moncton || Canada : Quebec : Montreal 
Flexible work profile: Mobile
Application Deadline: 05/13/2024

 

  • Manager Regional Operations and Service

    4 weeks ago

    Montreal, Canada Scotiabank Full time

    The PB Manager Regional Operations & Service is responsible for leading and coaching the Private Banking Service, teams, while sustaining overall operational efficiency and effectiveness. In addition, the incumbent is responsible for identification and implementation of policy and procedural changes which will streamline processing and enhance the client...

  • Territory Sales Manager

    1 week ago

    Montreal, Canada Our client Full time

    Notre client dans l'industrie de l'eau recherche actuellement un représentant commercial national pour rejoindre son équipe. Cette opportunité est ouverte en raison de la rapidité de la croissance de l'entreprise !!!!!! Cette opportunité s'adresse à une personne qui souhaite participer à l'atteinte et au dépassement de nouveaux jalons chaque jour...

  • Territory Sales Manager

    1 week ago

    Montreal, Canada Our client Full time

    Notre client dans l'industrie de l'eau recherche actuellement un représentant commercial national pour rejoindre son équipe. Cette opportunité est ouverte en raison de la rapidité de la croissance de l'entreprise !!!!!! Cette opportunité s'adresse à une personne qui souhaite participer à l'atteinte et au dépassement de nouveaux jalons chaque jour...

  • Territory Sales Manager

    1 week ago

    Montreal, Canada Our client Full time

    Notre client dans l'industrie de l'eau recherche actuellement un représentant commercial national pour rejoindre son équipe. Cette opportunité est ouverte en raison de la rapidité de la croissance de l'entreprise !!!!!! Cette opportunité s'adresse à une personne qui souhaite participer à l'atteinte et au dépassement de nouveaux jalons chaque jour !...

  • Territory Sales Manager

    24 hours ago

    Montreal, Canada Our client Full time

    Notre client dans l'industrie de l'eau recherche actuellement un représentant commercial national pour rejoindre son équipe. Cette opportunité est ouverte en raison de la rapidité de la croissance de l'entreprise !!!!!! Cette opportunité s'adresse à une personne qui souhaite participer à l'atteinte

  • Client Service

    4 weeks ago

    Montreal, Canada Euronext Full time

    Key accountabilities Act as the central point of contact of an allocated group of clients on operational matters and ensure an efficient incident management process and escalate issues in an accurate and timely manner Provide client support and follow up all questions or issues until resolution, regularly inform the client of progresses notably when in...

  • Client Service

    2 weeks ago

    Montreal, Canada Euronext Full time

    Key accountabilities Act as the central point of contact of an allocated group of clients on operational matters and ensure an efficient incident management process and escalate issues in an accurate and timely manner Provide client support and follow up all questions or issues until resolution, regularly inform the client of progresses notably when in...

  • Client Service

    2 weeks ago

    Montreal, Canada Euronext Full time

    Key accountabilities Act as the central point of contact of an allocated group of clients on operational matters and ensure an efficient incident management process and escalate issues in an accurate and timely manner Provide client support and follow up all questions or issues until resolution, regularly inform the client of progresses notably when in...

  • Manager, Service Performance Operations

    3 weeks ago

    Montreal, Canada Canadian National Railway Full time

    At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and...

  • Manager, Service Performance Operations

    3 weeks ago

    Montreal, Canada CN Full time

    Job Summary The role of Manager Service Performance Operations is to direct and manage the Service Performance Operations team. The individual is responsible for the activities related to continuous improvement, governance, enablement, performance analytics, KPI and dashboard design within the SPO team. The Service Performance Operations Manager will work...

  • Manager, Service Performance Operations

    1 week ago

    Montreal, Quebec, Canada Canadian National Railway Full time

    At CN, we work together to move our company-and North America-forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely...

  • Manager, Service Performance Operations

    2 weeks ago

    Montreal, Canada Canadian National Railway Full time

    At CN, we work together to move our company-and North America-forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely...

  • Manager, Service Performance Operations

    20 hours ago

    Montreal, Quebec, Canada Canadian National Railway Full time

    At CN, we collaborate to move our company and North America forward. Be part of our Information & Technology (I&T) team, a vital piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams utilize the agile methodology to automate and digitize our railroad, ensuring our operations run optimally and safely,...

  • Manager, Service Performance Operations

    3 weeks ago

    Montreal, Canada CN Full time

    At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and...

  • Client Service Business Partner

    6 days ago

    Montreal, Canada Mediterranean Shipping Company Full time

    MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future...

  • Client Service Business Partner

    7 days ago

    Montreal, Canada Mediterranean Shipping Company Full time

    MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future...

  • Client Service Business Partner

    6 days ago

    Montreal, Canada Mediterranean Shipping Company Full time

    MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future...

  • Client Service Business Partner

    7 days ago

    Montreal, Canada MSC Mediterranean Shipping Company Full time

    MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future...

  • Client Service Business Partner

    5 days ago

    Montreal, Canada MSC Mediterranean Shipping Company Full time

    MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier. Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future...

  • Client Service Business Partner

    3 weeks ago

    Montreal, Canada MSC Mediterranean Shipping Company Full time

    MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future...