Manager, Service Management (Service Manager)

Job Title : Manager, Service Management (Service Manager) 

Location : C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3 

Company : Acronym Solutions

You are a talented professional looking for a career, not a job and dedicated to excellence in service management and customer service. The Manager, Service Management works closely with all lines of business including but not limited to Order Management, Provisioning, Operations, IT, Product Management, Finance, Sales, Engineering and Carrier Relations to meet the needs of the customer and make sure Acronym Solutions serves their best interests.

Your natural ability to establish strong working relationships while increasing profitability for the company is exactly what we are seeking. You are tenacious and charismatic in your approach to resolving obstacles and results-driven and action-oriented to getting the job done right.

As part of your DNA, you are an aggressive, self-starter, with the proven ability to build relationships, articulate Acronym Solutions’ business requirements and business strategies, and create win/win/win situations for Acronym Solutions and our customers.

Key Accountabilities: 

• Lead and manage the service management analysts in the performance of various phases of the following activities including supporting Incident Management, Problem Management, Change Management and Service Management with a focus on preparing, reviewing and issuing monthly reporting from various legacy formats to Power BI.

• Direct and manage Client Engagement Center (CEC) staff supporting an increasing portfolio of products focused on cloud service and traditional connectivity services engaging with third party partners and internal lines of business.

• Provide support for Acronym Solutions customers and act as an advocate on their behalf with external service providers as well as internal departments within Acronym. 

• Manage, organize, schedule and assign work of the group to ensure appropriate distribution according to the level of difficulty and workload of staff.

• Reinforce processes on Incident Management as well as Emergency Change and Outage Management to ensure best customer and corporate value of purchased services.

• Prepare proposals and respond to internal queries regarding the function of the work unit.

• Prepare and publish work schedules for shift staff ensuring coverage for workload. Instruct and develop staff according to their capabilities and recommend their reclassifications and progression.

• Provide guidance, support and mentoring to staff on how to handle complex issues.

• Lead and manage the planning of work programs and development of the budget.

• Analyze costs, labour and material items and provide explanations relating to variances.

• Participate in interdepartmental studies requiring engineering knowledge on telecom facilities, equipment, customer requirements and interfaces.

• Review and provide guidance and feedback on new proposals. 

• Provide suggestions for improvements and with management approval implement.

• Provide context and details of customer related issues to management and make recommendations and implement

• Assess performance of Carriers (Vendors) and provide feedback to Carrier services.

• Participate in meetings with common Carriers for performance of services such as leased circuit facilities, service performance.

• Create, review and implement knowledge base articles for Client Engagement Center and Service Management teams related to various business needs for the teams

• Prepare and deliver internal training as required.

• Foster and encourage an environment where all employees are accountable for working safely.

• Identify and take ownership to resolve local issues impacting employee engagement.

• Knowledge and execution of ITIL processes, Industry Best Practices, ETOM (Business Process Framework)

• Discharge normal administration responsibilities.

• Perform other duties as required.
   

Selection Criteria:

• 10+ years of successful customer service experience in a management capacity in telecommunications and service delivery including building and leading strong customer focused teams, driving customer satisfaction and being the customer liaison for all customer issues within the organization.

• Demonstrated experience managing teams with diverse accountabilities driving towards common goals and the ability to establish strong working relationships, lead customer focused teams and increase performance leading to profitability in revenue gains and / or cost savings for the company

• Strong problem-solving skills and exceptional negotiation and analytical skills including the ability to create financial models focusing on profitability and ROI.

• Proficient in all aspects of Microsoft Office applications.

• Motivated, self-starter, goal oriented and takes ownership.

• Demonstrated skill in developing operational processes focusing on key performance indicators.

• Demonstrated experience managing engagements with vendors, partners and customers.

• High level of attention to detail

• Requires experience in multiple areas of telecommunications including, but not limited to fiber optics, tele protection systems, Cloud, wireless systems, Unified Communications, SD-WAN, Security, IP VPN, Ethernet, Wavelength Services and Internet

• Requires knowledge and experience working with Power BI and Service Now

• Requires knowledge and awareness of variety of OSS BSS systems required to support network monitoring, alarming and resulting incident management.

• Requires knowledge and experience in ITIL and ETOM

• Ideally has knowledge and experience working within Agile project delivery including familiarity with DevOps and Program increment (PI) Planning approach.

• Completion of 4 years of university training with a degree in Business Administration, Economics or Science or equivalent work experience.

• A period of over 10 years is considered necessary to gain this experience.

At Acronym we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2024.

Thank you for considering a career with Acronym, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Acronym will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: Monday, October 28th, 2024

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Acronym Solutions; however, only those candidates who are selected for an interview will be contacted.