Req Id: 72197
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.
Bell Information Technology – Digital Customer Experience (DCX) team is responsible for the delivery of web and mobile device based applications that serve wireless, residential and business market customers. Bell.ca, Virginmobile.ca, Solo.ca, mybellmobile, myvirginaccount and BCE.ca are key sites that are supported.
Bell IT is currently looking for a strong leader that is people-oriented, has delivery experience for Web or Telco applications, is results driven, has a high technical aptitude and is a strong communicator to fulfill the position of Director - IT Digital Customer Experience
The Role
The Director is responsible for leading a team of project managers and business analysts with responsibility for delivery of large, complex and fast-paced Web and mobile based initiatives.
The Director will work as part of a team of IT peers that have responsibility for strategic planning thru to operations of Bell’s self serve applications. Working closely with leaders within the Customer operations, Marketing and Brand business partners the DCX director will drive toward a best in world’ digital customer experience.
Key Responsibilities
- Responsibility and ownership for strategic initiatives as well as funded projects, and has a great deal of customer contact and accountability
- Schedule Management – Ensures that project timelines are established and published and assists with the determination of a project scope that is scheduled in manageable components
- Financial management – oversees the forecasting, budget tracking, analysis and communications assessed, documented and managed through to completion
- Risk Management – communications and tracking of overall program risk
- Status and Communication management – accountable to pull together overall program status, communications materials for executive review
- Change Management – accountable for the efficient and timely management of the process.
- Process Management – leadership of project delivery best practices, and focal point for overall project health.
- Works closely with the Directors of Development, Planning, Operations and Delivery ensure successful delivery of projects
- Provides leadership and direction for full time and contract Project Managers, Business Analysts, Quality Assurance Analysts
- Oversight for Release deployments for projects within the portfolio
- Build and maintain relationships with Bell and external delivery partners
Level of Experience and Education Required
- Demonstrated experience working across multiple departments
- Bachelor’s Degree, Preferred MBA or Master’s degree in Business Administration, Computer Science, or related field (proven and documented experience can be used in place of education)
Critical Competencies
- Technical or Business Administration degree/equivalent work experience
- 10-15+ years experience in the telecommunications or Web development industry
- Proven IT experience with excellent communication skills and the ability to understand and articulate to all levels of management representing both technical and business perspectives.
- Keen ability to lead a team applying proven people management practices to motivate and foster professional development
- improvements
- Well developed PC skills (Word, Outlook, Excel, PowerPoint).
- Knowledge of system and software quality assurance best practices and methodologies
- Strong negotiation, facilitation and persuasion skills enabling internal and external members to come together to solve a business problem Strong analytical thinker with ability to associate technical tasks as well as relate to pertinent business processes
People Management
- Responsible for the management of approximately 40 contract or fulltime resources setup in matrix organization located in various urban centers such as; Mississauga, Montreal, and Toronto. Travel between offices is required.
- Mentor, coach and support staff in their personal and professional development e.g. objective setting, performance appraisals, training plans, talent management, organization changes, salary reviews, etc.
- Provide vision, leadership, structure and communications to the team as work to though normal operational activities including service interruptions and project deployments.
- Promotes effective communications and working relations within the team, with IT’s customers, partners and with other support providers.
- Ensures the development of team members to improve customer service and reduce operational risk
- Ensures timely and effective communications with internal/external customers, internal resources, partners and outside agencies
- Proven communication, negotiation, facilitation and persuasion skills enabling internal and external members to come together to solve a business problem or improve operational excellence
Preferred Competencies
- Verbal and written communication skills in both official languages is an asset
- Excellent verbal, interpersonal and written communication skills
- Strong analytical, problem-solving and decision making capabilities
- Flexibility and adaptability to respond to new information, changing conditions, and obstacles
- Partnering and collaboration skills to develop networks, build alliances, engage in cross-functional activities and find common ground with stakeholders.
- Knowledge of operations management competencies that can be applied regardless of situation or initiative e.g. critical outage, system maintenance, contract negotiations, etc
- Analytical skills, quick to build good statistical models that trends system stability aspects and highlight proactive measures for
- Exposure to mobile or web development practices
- Program Management Experience involving significant revenue streams
- PMP Certification is an asset
Working Conditions
- Occasional travel to regional offices, conferences, employee sessions, seminars, training, etc
- Willing to work as the job requires; non-business hour and weekend work as it relates to meeting timeline or assisting with incident and problem resolution
BCE:WKP #Feature *LI-SH
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 03/31/2015
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