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

    altafiber
    altafiber Calgary, AB, Canada

    2 weeks ago

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    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 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. 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)
    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)
    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
    Four years of College resulting in a Bachelor's Degree or equivalent
    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
    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., 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
    Candidate should be resourceful, versatile, flexible and have a commitment to diversity

    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.

    West Seventh Street Office-OH005

    We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name.

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