Req Id: 90534
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.
The Service Operations Problem & Change Manager is accountable for all aspects of customer service assurance (Voice, Data & IP) for large customers of Bell Canada’s Business Market segment. He must work in close collaboration with all providers involved, while ensuring that all service level objectives are met. He must excel in his relationships with providers and clients alike. The Problem & Change Manager has the ability to locate the root cause of incidents in order to prevent reoccurrences. He must manage risks responsibly in order to minimize, through a comprehensive analysis, activities which could potentially jeopardize the customer’s service. Periodically, he prepares and presents executive documents to the client and reviews the action plans for unmet SLAs.
Working in a dynamic environment to enrich his network of contacts, the candidate is expected to play a key role in service delivery.
Responsibilities/Accountabilities:
- Accountable for all customer Service Level Agreements on all services (VMS, MISN and Contact Centre) as a Problem and Change Manager.
- Provide detailed service result reports based on customer needs.
- Meet with customers on a regular basis to present service results and explain action plans.
- Communicates service results and enforces customer agreements with corresponding internal and external providers.
- Participate in the introduction of new technologies.
- Establish the necessary action plans and develop solutions when service targets are not met.
- Analyze trends of service results.
- Accountable to produce and present executive monthly reports to the customer including SLA, incidents, problems and changes.
- Locate root causes as a Problem Manager and implements corrective measures through the Change Management process.
- Implementation and upkeep of the weekly dashboard for main problem cases.
- Also takes on the Change Manager role, presents projects and answers the client’s questions for reviews or change requests.
- Is responsible for the production of the monthly report, providing the client with SLA results and problem and change highlights.
- Reviews the dashboard and SLA results on a monthly basis in order to reach a consensus.
Essential Skills and Competencies:
- In depth knowledge of MISN (data) and VMS (IP Voice) services, Contact Centers as well as Legacy voice services.
- Ability to produce reports a major asset.
- Excellent verbal and written communication skills.
- Solid organization skills, including the ability to plan, coordinate and manage multiple tasks and/or projects.
- Professional and at ease with customers.
- Client oriented.
- Is comfortable in an environment where teamwork is essential.
- Conscious awareness.
- Bilingual (French and English).
- Efficient stress management.
- Autonomous.
- Good decision-making skills.
- Knowledge of the Service Assurance and Provisioning process (Asset)
- In depth knowledge of ITIL processes.
- In depth knowledge of the Microsoft Office suite.
- Available 24/7/365 for escalations.
Required Knowledge and Training:
- College or University degree in telecommunications.
- 5 years of experience in the telecom sector as an incident/problem/change manager or equivalent experience.
BCE:WKP #Feature *LI-NC TC:ITN
Bilingualism is required (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Quebec : Verdun
Application Deadline: 09/10/2015
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, QC, Montreal