Service Manager - Network Operations New

SERVICE MANAGER - NETWORK OPERATIONS
Location: Regina, SK
Type of Position: Permanent Full Time
Number of Positions: 1
Salary: $88,725.00 - $118,301.00
Close Date: June 6, 2023
Position Overview
Accountable for providing technical leadership for the planning, design, evolution, performance management, and operational tools, within Customer Services Operations. Works with all departments and project teams to provide technical knowledge, expertise and technical support requirements related to the development, evolution, integration, and introduction of IP services within SaskTel. Assists with the Planning, Development, and Implementation of IP Services into Network Operations. Responsible for managing internal communication, training, and process creation within the Network Operations front line teams. Ensures new IP service offerings, expansion of service, software upgrades, tools and other operational initiatives are implemented in a timely fashion with minimal service impact for existing and new customers.
Leadership Accountabilities
People

• Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
• Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
• Proactively identify and action opportunities to increase customer satisfaction (internal and external customers).
• Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing assignments, establishing objectives, providing regular performance feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance, etc). Accountable for provisioning and managing contracted resources as may be required.

Financial

• Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.

Innovation

• Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Provides expertise to senior management providing education, studies and consulting on opportunities that will impact business strategy. Ensures alignment and integration with the corporate strategic plan and develops plan and operational metrics, including approaches for demonstrating business value.
• Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
• Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

Specific Accountabilities

• Accountable for Tier 2 Technical Support resolution of all IP service escalations in a timely manner.
• Reviews, analyzes client/Corporate problems, existing methods, and procedures to enhance service commitments and client relationships.
• Responsible for the trouble management of IP related services.
• Accountable to create implementation plans which enable process improvement to improve efficiency (method), effectiveness (results), and economy (cost) of all operations which leads to successful project plan execution.
• Ensures that all network outages are tracked and reported to the senior management team, and corporate affairs ensuring they are aware of customer impact.
• Accountable for project management activities associated with development testing of solution components for prototypes related to service enhancements, customized applications, or new service developments.
• Ensures adequate security, business continuity and disaster recovery procedures and technology are in place for technologies supported.
• Communicates technical requirements to internal and external IT resources to facilitate the development and implementation of service- related enhancements, custom applications, and new service developments.
• Accountable for providing technical leadership for the planning, design, evolution, performance, operational tools, and capacity within Network Operations. Works closely with departments such as Field Operations, CS&S and BS&S on new service implementation and changes to existing services.
• Accountable for business process planning, design, and implementation. Gathers, documents, analyzes, and identifies opportunities within existing business processes. Plans and designs new processes to facilitate new functional alignment. Optimizes existing and develops new processes.
• Monitors and actions key performance indicators, ensuring results achieved are consistent with Customer Services Operations Business Objectives.
• Promotes a productive and positive culture for staff that encourages innovation, teamwork, initiative, and models corporate values. Motivates staff by assigning challenging work, planning, and managing internal communications and awareness of corporate direction, mission, plans and activities.
• Assists in staff career pathing, development, and succession planning to ensure business requirements are met.
• Maximizes performance by selecting, developing, and sustaining a high level of expertise among staff. Motivates staff by using key success factors and regular performance feedback.
• Maintains expertise on emerging technologies, industry trends, information technology, wireless data communications, and their cross impacts to SaskTel and the customer.

Qualifications

• Excellent verbal and written communication skills with demonstrated ability to communicate at all levels of the organization.
• University degree in Computer Science OR Electronic Information Systems Engineering OR Technical Institute diploma in Computer Engineering Technology OR Computer Information Systems, with related experience OR a thorough knowledge of all SaskTel Network and IP Services.
• Demonstrated ability to manage within a diverse and rapidly changing environment
• Demonstrated knowledge of emerging technology trends and issues.
• Thorough knowledge of Telecommunication Transmission, Networks, Services, Facilities, and principles.

About SaskTel
SaskTel is the leading Information and Communications Technology (ICT) provider in Saskatchewan, with over $1.3 billion in annual revenue and approximately 1.4 million customer connections including 639,000 wireless accesses, 289,000 wireline network accesses, 289,000 internet accesses, 114,000 maxTV subscribers, and 81,000 security monitoring customers. SaskTel and its wholly-owned subsidiaries offer a wide range of ICT products and services including competitive voice, data and Internet services, wireless data services, maxTV services, data centre services, cloud-based services, security monitoring services, advertising services, and international software and consulting services. SaskTel and its wholly-owned subsidiaries have a workforce of approximately 3,400 full-time equivalent employees (FTEs). Visit SaskTel at www.sasktel.com.
Thank you for your interest in SaskTel - we look forward to reviewing your applications!