Service Delivery Manager III - Calgary, AB, Canada - altafiber

Description

This position reports directly to the Senior Director - Network Operations and Support and serves as the focal point for service related issues and the proactive liaison between account teams, various operations teams and our largest and most strategic customers and highly visible accounts. This position is responsible for the support, MTTR and root-cause analysis of service associated with these strategic customers.

Critical to this role is the collaboration with Operations, Network and Product organizations within the company to drive both internal performance metrics and customer delivery expectations. This position will work closely with these groups to drive performance and process improvements that improve the overall experience of our customers.

This position serves on the Major Incident response and Incident Command calls and represents strategic and carrier customers in that process.

This position is responsible for several coordinating and administrative activities related to the Change Management process, including execution and communication of the Change Management process. This position requires an innovative, enthusiastic, and organized individual who is technically competent regarding Cincinnati Bell's service offerings, including VoIP, Voice, Video products and Data services. Knowledge of systems, procedures, and processes in support of these services is critical. The successful execution of this position will result in a high degree of customer satisfaction, both internal and external, which will advance the position of the entire business sales process and altafiber as a whole.

Essential Functions :

• Strategic Customer Care Support
• Partner with Carrier and Business organizations to establish, update and reach key corporate KPIs, such as MTTR and TTR
• Works with the SCCC to provide performance reporting for all of altafiber's carrier customers
• Serve as the escalation point and customer advocate for service related problems for altafiber's most strategic customers, or for customers with chronic service issues
• Provide proactive co-ordination of service installation or support for altafiber's most strategic customers
• Collaborate with sales leaders, operations and network teams to identify and resolve service issues
• Collaborate with Operations and Product teams to identify, prioritize, and execute key service improvement initiatives
• Actively support the Business Solutions Development team in the development of new services, including proposal input and development of Service Level Agreements (SLAs)
• Coordinate the Reason For Outage (RFO) process for altafiber's most strategic customers
• Change Management Process Coordinatio n
• Working with process owner to plan and coordinate all Change Management processactivities
• Ensuring that all Change Management process activities are carried out as required
• Serves as Chair for a Technical Review Board (TRB) and Change Advisory Board (CAB) meetings
• Maintaining the change information within Service Now
• Works with Change Owners to ensure proper adherence to the Change Management process for submission of Request for Change (RFC)
• Works with Change Owners to ensure proper closure of changes, and identification of required follow up items
• Reviews all outstanding RFCs
• Collaborate with other Change Management Processes for communication, scheduling and conflict identification
• Be a main point of contact for Change communication ensuring that all stakeholders are aware of the high level and product-specific planning, scheduling coordination and communication of Changes
• Champion the Change Management process and ensure that Change principles and processes are established and adhered to; encourage teams to use them by demonstrating best practice as well as training and information dissemination to other stakeholders

Education :

• Four years of College resulting in a Bachelor's Degree or equivalent
• ITIL Intermediate Certification required, Expert certification is a plus
• Six Sigma Black Belt certification is a plus

Experience/Background :

• years in a customer service related position within a telco environment or related industry
• Demonstrated experience with process improvement and project management
• Demonstrated experience in either Incident or Change Management
• Demonstrated experience supporting large and strategic customers

Special Knowledge/Skills :

• In depth technical background skills to understand various network architectures and configurations and cost tradeoffs between provisioning alternatives
• Working knowledge of repair, maintenance, order fulfillment, and corporate planning progresses
• Understanding of altafiber support systems and applications, including ServiceNow, Tirks, etc., a plus
• Broad knowledge of network design including data, transport, switching, buildings, and power
• Understanding of advanced and emerging technologies and their impact on the existing network architecture and business / service offerings
• Critical thinking and problem solving skills, including analyzing alternatives quickly and acting appropriately under pressure to provide excellent customer service
• Ability to prioritize and adjust projects competing for limited capital resources
• Strong customer orientation and customer communication
• Excellent written and oral communication skills
• Candidate should be resourceful, versatile, flexible and have a commitment to diversity

Supervisory Responsibilities :

No supervisory responsibilities

About Us

Altafiber has been connecting what matters for more than 150 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Altafiber offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Location(s)

West Seventh Street Office-OH005

Additional Information

We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from email addresses