At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values 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 assurance desk team has the overall accountability to manage the service assurance (after sales support) experience of our business customers.  Our Service Desk business model is customer-centric and is primarily intended to provide a Single Point of Contact ("SPOC") for our customer’s various products and services.  This seamless approach to customer service has been a key factor in achieving industry-leading levels of customer satisfaction.  Our business strategy moving forward is to leverage this strong base and promote our new solutions. We are going through a business transformation project to enhance the Service desk tools and processes to achieve measurable improvements in efficiency.

We are looking for a dynamic individual to support the Bell Business Markets Service desk team. This team leader is responsible to ensure the customer’s service level objectives are being met and to support various initiatives within the business plan.  Achieving these objectives requires a results-oriented individual, who is capable of managing a unionized team.

This leader will have the overall accountability for a team of experienced CEP – Craft and Clerical employees, who ultimately own the Service Assurance customer experience (which includes managing trouble incidents, escalating when necessary, monitoring, and communicating resolutions).  The team also manages complex deals, which include SLAs/SLOs and may involve customized or unique repair business processes. New deals, customers, and processes are constantly being introduced within this team. 

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 )