Project Design and Delivery Leader

Date: Jul 11, 2019

Location: Montreal, QC, CA

Company: Bell

Req Id: 237415 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. 

Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.


The Role

Are you a passionate solution builder willing to do whatever it takes to make it better?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being part of exciting leading edge projects?

The Bell Customer Operations Project Design and Delivery team is at the forefront in the design and delivery of large capital and IT dependent programs focused on supporting the achievement of Bell’s Strategic Imperatives.  If you are a dynamic, technical and execution (critical thinking/analytical) focused solution builder, we have room for you to grow within our team. 


Reporting directly to the Manager, Program Design and Delivery, the Project Design and Delivery Leader is accountable for the successful solution design, planning and implementation of large programs and/or projects that help Bell deliver a best in class customer experience.  The candidate will be responsible for managing the end to end design and delivery of cross functional projects, as well as identifying and influencing opportunities to improve the customer experience, costs, and revenue.


Working closely with a number of internal partners, including IT, the operations, marketing, product development, etc. the Project Design and Delivery Leader will be responsible for assessing customers’ and end users’ needs and experiences in order to design and deliver programs with speed and accuracy.   The candidate must be capable of interpreting Call Center results and data to generate insights and concepts to improve the overall Customer Experience and deliver initiatives to drive specific results.  It’s imperative that the candidate is strategic and analytical and has the ability to think outside the box and drive new unique approaches.


If you have demonstrated experience planning and delivering cross-functional project teams on large and complex projects, this is a great opportunity to contribute to Bell’s strategic imperatives. 


Key Responsibilities:

  • Plan the design and delivery of large scale and cross functional projects involving change management and systems implementation from concept to execution.
  • Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
  • Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.).
  • Actively lead the creation of business cases and financial forecasts to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies.
  • Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions.
  • Provide regular updates on project status, including risks and risk management approach to senior management.
  • Identification of new opportunities and related solutions to deliver benefits above committed project deliverables.
  • Process map critical processes to create CMO and FMO and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action.
  • Data analysis – Analyze data to provide insight for opportunities for campaigns


Experience / Core Competencies

  • Experience designing and leading large scale projects of varying levels of complexity and scope, preferably within the Telecom or Technology space
  • Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables.
  • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.
  • Ability to work in a fast paced environment and manage multiple projects through effective prioritization.
  • Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions.
  • Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills.
  • Bachelors Degree in Business, Engineering, Computer Science, or Marketing is an asset.
  • Project Management Designation/Certification is an asset.
  • Fully proficient in MS suite including MS Project, and Visio.
  • Strong analytical skills in order to be able to interpret data and generate insight and action


Bilingualism is required (English and French); adequate knowledge of French is required for positions in Quebec. 


Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Ontario : North York || Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal || Canada : Quebec : Verdun 
Application Deadline: 07/26/2019 


Please apply directly online to be considered for this role.  Applications through email will not be accepted.


At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.


Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: CanadaQC, Montreal

Find similar jobs: