Job Duties/Accountabilities:

• Provide leadership and direction to a team of unionized CEP Technicians who act as the customer’s single point of accountability for all their Service Assurance needs.  The leader is ultimately responsible to manage a 7/24/365 team of unionized CEP workforce.
• Accountable for the overall management of performance, workload and scheduling for the Service Desk.
• Provide leadership and coaching to the staff.
• Involved in employee selection, career development, succession planning and periodic training.  Includes being accountable for additional cross training and the introduction of new deals and/or technologies.
• Manage presence at work, medical, scheduling, payroll and vacation planning as well as general employee concerns.
• Foster an environment where employees look forward to coming to work each day, enjoy the challenges and work as a team. 
• Change management competency, effectively lead the team through the numerus changes to our organisation.
• Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions within the service desk to meet business requirements.
• Analyze report, provide recommendations, and develop strategies on how to improve customer service quality while optimizing productivity.
• Identify, deliver, and implement changes to working practices and systems that will ensure significant improvement in member satisfaction, business efficiency and sustainability
• Maintain a high level of knowledge of the service assurance business processes and is accountable to enhance the customer’s service assurance experience.
• Interface with various internal (including the Incident Management teams) and external groups (partners and suppliers). Build and maintain strong relationships to deliver on business requirements and meet customer expectations. 

Critical Qualifications/Competencies:

• Strong pragmatic problem solving skills with deductive reasoning capabilities
• Strong interpersonal skills
• Ability and desire to lead, coach and develop employee talent
• Recognized leader with a clear track record of leveraging teamwork to create a competitive advantage
• Very organized and aptitude for coordination of initiatives across many teams
• Excellent communication skills (written and verbal) and ability to tailor to various audiences
• Proven consulting, communication and negotiation skills
• Solid understanding of the telecommunications industry (including competition, technology, products and regulatory issues)
• Working knowledge of core operational processes & service organizations
• Proven customer management skills
• Budget and financial acumen (an asset)
• Ability to act as a change manager  (Change initiatives)
• Data and Information Analysis, details oriented.

Preferred Qualifications/Competencies:

• Minimum of 3+ years of relevant or equivalent experience (Service Assurance background experience if possible)

• Business, Engineering university degree, or equivalent experience

• ITIL certification or a solid understanding of the ITIL methodology
• Advanced understanding of key Bell operational processes (Service Assurance and Service Provisioning, etc)
• Strong knowledge of Voice, Data and IP business solutions
• Strong knowledge of IT/Application support
• Intermediate Level ( Microsoft office )