Req Id: 83593
Bell is a truly Canadian company with over 135 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Within the Bell Canada Business Market Enterprise segment, the Operations Service Desk has the overall accountability for deployed customer solutions. The Operations Service Desk Change Manager is accountable for all the different aspects of Changes related to customers’ solutions, while ensuring that all service level agreements are met. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Change Manager plays a key role Manager and is an integral part of the end-to-end solution.
Responsibilities/ Accountabilities:
- The Change Manager acts as the single point of contact for all customer issues/escalations related to Change activities
- Have a firm grasp on the Change Management concept, principles and methodology
- Ability to analyze, assess Change impacts, and mitigate risk in order to meet contractual SLAs
- Review and table RFCs
- Attend and/or chair CAB and ECAB meetings
- Work with customers, internal teams, partners and suppliers to establish communication, manage expectations and make sure Change activities adhere to schedule
- Review implemented Changes and perform trend analysis
- Master the Change and Reporting tools
- Meet with customers on a regular basis to present results and action plans related to Change activities
- Establish and maintain professional and productive relationships with our Customers’ Senior Management teams
- Maintain a high level of technical product knowledge
Critical Qualifications/Competencies:
- Proven customer management skills
- Meticulous and adheres to quality delivery at all times
- Ability to deliver outstanding service in a constantly evolving environment
- Ability to work under pressure
- Strong analytical skills with deductive reasoning capabilities
- Technical know-how: advanced knowledge of Bell Business Market products and services
- Interest in acquiring technical and business knowledge relating to one or many customers
- In depth knowledge of telecommunications industry, more specifically in the following fields: Data Center, Managed Services (Voice and IP), LAN/WAN, Applications (e-mail, client-server applications, security, file server management).
- Solid understanding of the telecommunications industry, specifically competitor products & services
- Proven consulting, communication, negotiation and presentation skills at technical and executive level
- Good oral and written communication skills
- Fluently bilingual (reading and writing in both French and English)
- Recognized leader with clear track record of using teamwork to create a competitive advantage
- Proven coaching/training abilities
- Leader, self-reliant and team player who can function with little supervision or direction
- Available 7/24 for escalations
- Creative and solution oriented
Knowledge and training required:
- College or University diploma in IT
- Business acumen
- Customer facing skills and experience a must
Experience required:
- 5 years or more industry experience
Other Qualifications/Competencies considered:
- Available 7/24 for customer escalations
BCE:WKP #Feature *LI-SH
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Ottawa
Application Deadline: 2015-08-31
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, Ottawa