Senior Consultant, Service Operations

Summary

Within Bell Business Markets, the Service Operations team has the overall accountability to manage the 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 with a proven track record to fulfill the role of Service Operations Manager. This leader is responsible to act as the senior management point of contact for all operational services procured by the client.  The Service Operations Manager will ensure the customer’s service level objectives are being met, lead operational governance as well as all related operational processes for the client.  Achieving these objectives requires a results oriented individual, who excels at interacting at Director and Executive levels while providing leadership within the business unit.

Key Responsibilities

• Accountable for overall operational governance and leading operational committees with participation from customer and Bell stakeholders
• Accountable for operational KPI management
• Monitor adherence to IT Service Management (ITSM) processes (KPI tracking)
• Review, analyze and present operational reports of all services delivered, including service level reports and ensure compliance with the contracted service levels
• Act as customer’s point of contact for escalation related to service provisioning and service assurance
• Facilitate Service Management Review meetings
• Represent Bell Operations team at customer meetings
• Contribute to optimization of operational processes and supporting manual as well as continual service improvement
• Act as gatekeeper for successful transition of new service implementation into steady state service operations and support
• Internal liaison to the Service Management Office (SMO) to voice potential opportunities for improvement  and provide customer feedback
• Deliver on continuous improvement programs and associated activities

Critical Qualifications

• Strong technical skills and background in the architecture and troubleshooting of communications services such as Internet and Private Networks; Voice and Unified Communications; Contact Centre; Security; Data Centre and Cloud; Managed Services; Infrastructure Services; and Hosted and Cloud Services
• Proven experience applying ITIL methodologies within enterprise environment
• ITIL OSA, RCV or other intermediate-level certification, or commitment to certify
• Advanced understanding of service operations and key operational processes (Service Assurance, Service Provisioning, Change Management, etc)
• Strong ability to perform critical analysis of services being delivered
• Solid business acumen (a solid foundation/knowledge of business practices, processes, etc)
• Proven consulting, communication, negotiation and presentation skills at technical and management level, both internally and with customers
• Exceptional communication skills (written and verbal) at director and executive level
• Recognized leader with clear track record of using teamwork to create competitive advantage

Preferred Qualifications

• Business, Engineering university degree, or equivalent with 10+ years experience
• Comfortable working under pressure with the ability to manage deliverables in a fast paced, deadline driven environment
• Works independently and is available 24x7 for escalations
• Demonstrates a foundational understanding of AI and its applications; stays curious, recognizes ethical implications, and uses AI-enabled tools to enhance everyday work