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. 

Bell is making unmatched investments in our world-leading broadband fibre and wireless networks because we know they’re the backbone of the products and services our customers love. If you’re excited about transforming the way people connect, our Network team is the right place for you.   

This role within the Extended Warranty Program (EWP) team provides the opportunity for the successful candidate to combine their network, operations and business skills. The successful individual will be part of a team that is responsible for managing the Network support program on behalf of Bell Canada’s Network organization.  He/she must be organized, self-motivated and possess strong interpersonal skills. The individual should be able to work well independently and lead others in the transformation of Bell’s Network support program.  Having a passion for business process development, improvement, and making change happen will be a cornerstone of this role. 

 Prime Responsibilities:

The Network EWP Program Manager is responsible for all elements of the support of the Network platforms assigned to him/her. He/she is expected to implement significant change, which will improve EWP efficiency while ensuring a balance between risks to the customer experience and affordability. As such, he/she would:

• Program manage all aspects of the extended warranty program to ensure that support contract renewals are within the defined EWP budget and that they deliver superior business value for Bell.
• Evaluate EWP current internal and external processes, identify solutions, and implement change in solutions and tools, including KPIs and Dashboard generation.
• Identify improvement opportunities and implement changes which will enable the EWP support model to operate efficiently while ensuring an optimized level of support
• Using collaborative technologies, make EWP contracts, financials, etc. more visible to all Network teams when new technologies are introduced, when contract renewals are upcoming, when contracts are signed, etc.
• Track all phases of the technology product life cycle from introduction to decommissioning in collaboration with the DevOps teams
• Analyze the value chain in delivering a service or capability by working collaboratively with teams across the company, with a focus on business services and customers
• Identify risks in the on-going support of the capability and define the optimal balance between risk mitigation and costs
• Develop fact-based recommendations on how to minimize risks of degradation to the customer experience or reduce costs, including triggering migration activities to decommission legacy platforms
• Work closely with the Network primes to ensure that the inventory of hardware/software in service is continuously updated
• Work closely with stakeholders internal and external to the EWP team to forecast yearly support expenses and build a three year plan
• Work with cross functional teams (e.g. Procurement, Ops, Planning, etc.) to coordinate contract renewals and secure beneficial agreements with support vendors

 Skills/Experience/Education Required:

• Operational experience in developing and implementing forward looking solutions and tools at the frontline, including evaluating existing Ops processes, including KPIs and dashboard generation.
• Demonstrate ability to influence/lead transformation with an understanding of end-to-end processes and a propensity to challenge the status quo
• Experience with lean, agile and Kanban approaches and implementation
• Possess strong collaborative skills to work with Ops teams
• Must have a broad understanding of technology infrastructure and applications
• Understanding of Bell Canada/Bell Mobility product portfolio
• Analysis - reasons logically and accurately with financial, numerical and statistical information; simplifies complex problems, processes or projects into component parts, to explore and evaluate them systematically
• Communication (written and verbal) - writes structured, insight driven documents which require minimal editing/oversight; presents complex concepts in a coherent and accessible format to senior management.
• Engineering degree or degree in Information Systems or Computer Science. A combination of equivalent education and experience will also be considered