Req Id: 65795
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Information Technology team develops and maintains Bell’s internal systems and applications while also developing integrated technology solutions for customers across all lines of business.
The team manages Bell’s IT Infrastructure and the service availability of over 700 applications, including mission critical billing and service systems. The IT delivery teams drive the IT Work Program with over 60% of IT capital invested in initiatives that support business unit priorities and Bell’s strategic imperatives.
The Bell Canada Information Technology Delivery Blueprints Program is looking for a Deployment manager to lead the delivery of IT solutions on behalf of the Blueprint Program for the Mobility and BRS Business. Blueprints is a workflow and diagnostic tool for call centre agents, Through multiple backend integrations, it automates the collection and interpretation of customer data and offers actionable recommendations and ensures a consistent and structured call flow.
The successful candidate will report to the Senior Project manager. They will partner with IT business analysts, contractors and developers and or other IT teams such as Planning, Architecture, Infrastructure, etc for project deployments and further development of the application. The candidate will be accountable to work with external vendors such as CGI, MSI and IBM. We require a highly motivated individual, who thrives in a constantly changing and exciting environment, to apply creativity and innovation in the development of solutions essential to support our overall Call Centre divisions, and is able to able to lead change through cross-functional teams or business unit projects.
The successful candidate will be accountable for the following:
- Support of multiple delivery projects throughout their development lifecycle.
- Accountable to identify/raise deployment related issues and drive the resolution based on what has been designed and delivered from the project team.
- Define Deployment Teams – all impacted parties required to participate
- Pre-Deployment Activities – issuance of NFC,
- Define Deployment Activities - timeline of activity and duration for each activity, rollback strategy)
- Deployment Contact List (define all resources including project primes, contacts before, during and after launch, including 2nd, 3rd and 4th level support, including escalation path)
- Deployment Plan – high level plan, participants matrix, dress rehearsal and deployment plan, MOP and Normalization process
- Deployment High Level Overview Presentation – includes Executive Review and Outage Impacts Overview
- Detailed Deployment Checklist – Method of Procedure outlining at detail level all activities in sequence
- Adhere to Change management processes – use of Service Manager, approvals, embargo’s etc.
- Dress Rehearsals (as required to test deployment process)
- Go/No Go – Confirmation of readiness from all impacted parties
- Deployment – Execution of MOP, including communication to all impacted parties, sanity checks, final Go/No Go and escalation path as required
- Post Implementation Support/Normalization – Manage incidents related to deployment, prioritize with business, daily status reporting based on input from vendors, project teams and business part
Critical Qualifications/Competencies:
- Post secondary education with a Information Technologies focus, or equivalent, and/or Business degree as well as 3 – 5 years in a technical management role.
- Related work experience is essential and should include experience in process modeling as well as experience with multi-tiered application development, infrastructure and networking concepts and practices as well as project delivery.
- Demonstrated skill and experience in leading multi-deployment sessions.
- Demonstrated skill and experience dealing with multiple vendors in the deployment of end to end solutions.
- Strong analytical skills.
- Ability to manage multiple activities at a high level and dive into details when challenges arise
- Ability to effectively facilitate and coordinate meetings, and to negotiate consensus from cross-functional teams
- Understand and articulate IT concepts and issues from a business perspective
- Excellent written and verbal communication skills
- Knowledge and ability to use MS-Office tools (Word, Excel, Outlook and MS-Project).
Preferred Skills /Competencies:
- Familiarity with telecommunications, billing and / or customer care applications is a key asset.
- Familiarity with call centre technologies, both custom and off the shelf
- Familiarity with call centre ordering tools/processes
- Identify ways to better deploy existing technology or to modify processes to more effectively leverage the technology.
- Establish systems/applications performance measurements.
- Evaluate recommended solutions supplied by the vendors and give acceptance or recommend modification to the solution.
- Determine deployment strategy in consultation with other team members.
- Prepare methods/documentation/procedure for the introduction for new or changed deployment strategy or processes.
Wording Conditions:
- Ability to efficiently work in virtual teams, handling multiple projects with geographically dispersed team members.
- Availability to work occasional weekends and evenings to meet hard deadlines and available to work occasional overnights to take part in deployment activities
- Willingness to participate in scheduled post deployment system testing during off-hours
- Ability to travel within Montreal, Ottawa, London and Toronto corridors with little advance notification; travel depending on project needs
- Fast paced, changing working environment
BCE:WKP #Feature *LI-SH
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto
Application Deadline: 02/23/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Toronto