Senior Manager, Client Service Operations

Date: Dec 4, 2018

Location: Ottawa, ON, CA

Company: Bell

Req Id: 224026

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. 

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

Within the Bell Business Markets, the Service Operations team has the overall accountability to manage the service provisioning and service assurance experience of our business customers.  Our business model is highly customer-centric, with shared accountability between Service teams for managing the customer experience.  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 solutions.


We are looking for a dynamic individual to fulfill the role of Senior Service Operations Manager. This leader will be responsible to ensure adherence to all IT service operations processes within a disciplined security orientated environment.  Achieving these objectives requires a results-oriented individual, who is comfortable interacting with many business units and providing communications at a Director and Executive level


Job Duties / Accountabilities:

  • Point of contact and customer liaison of the service management office supporting international network services
  • Responsible to monitor adherence to all aspects of IT Service processes including but not limited to Incident, Problem and Change Management, Billing, Service Provisioning and Service Request Management
  • Point of escalation for all IT service management processes
  • Facilitate, host and document Service Management Review meetings
  • Ensure service related reports are prepared and delivered on time
  • Assess and report on operational performance against the Service Level Targets
  • Facilitate continual service improvement initiatives
  • Maintain and test service continuity plans
  • Facilitate customer training on processes and online tools


Critical Qualifications/Competencies:

  • 5 years experience managing the escalation and resolution of service management and service delivery issues
  • Experience working with international suppliers in the implementation and maintenance of global networks.
  • Excellent communication skills (written and verbal) at the director and executive level
  • Proven consulting, communication, negotiation and presentation skills
  • ITIL certification or a solid understanding of the ITIL methodology
  • Very organized and aptitude for coordination of initiatives across many teams
  • Federal Government Secret Security Clearance




Bilingualism is an asset (English and French);. 


Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Ottawa
Application Deadline: 12/21/2018

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.


Created: CanadaON, Ottawa

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