Employment Type: Full Time
Posted on: 2016-05-19
SaskTel Service Manager Full Time in Saskatoon, SK
Branch Saskatoon SK CA
The essential management skills required are:. Responsible for the trouble management of 611/IP Service escalations….
The Service Manager- Customer Support Centre (CSC) is accountable for providing technical leadership for the planning, design, introduction, development, support, evolution, performance, operational tools, and capacity of Legacy Voice, 611, and IP services within SaskTel and its subsidiaries. Working with SaskTel Marketing, Technology Business Planners, and New Project Initiative Teams, the Service Manager provides technical knowledge, expertise and technical support requirements related to the development, evolution, integration and introduction of 611/IP services within SaskTel. Ensures new 611/IP service offerings, expansion of service, software upgrades, tools and other operational initiatives are implemented in a timely fashion with minimal service impact for existing and new customers. Accountable for Customer Service and Support for both Internal/External customers encompassing all SaskTel and Expansion Division Voice and 611/IP product solutions. Responsible for acting in a leadership position to manage the Customer Support Centre regulated and non-regulated Grade of Service Targets. Accountable for all IPSC Tier 2 Trouble escalation and Customer resolution. Responsible for coaching, training, and process creation within the IPSC for both Tier 1, Tier 2 agents and T1 management on SaskTel Legacy, 611 and IP services.
Accountable to ensure our customers are receiving the highest level of service and support from the Customer Support Centre.
Accountable for providing technical leadership for the planning, design, evolution, performance, operational tools, and capacity of IPSC. Prime liaison between the various departments in SaskTel and external groups to ensure quality of service is provided. Works closely with the Marketing team on new service implementation and changes to existing services.
Accountable to project management for activities associated with development testing of solution components for prototypes related to service enhancements, customized applications or new service developments.
Provides leadership and direction to the team on service processes, modeling, methodologies, and the development of engineering guidelines developed or employed by the team.
Accountable for the delivery of end-to-end incident management and service assurance/level commitments to all SaskTel Legacy, 611 and IP (voice data) customers. Manage and direct staff responsible for trouble analysis, updates, escalations, and repair on a 24 x 7 basis.
Responsible for the trouble management of 611/IP Service escalations. Responsible for the identification of Customer Service affecting issues.
Accountable for Tier 2 Technical Support resolution of all 611/IP Service customer escalations in a timely manner.
Develops, monitors and actions key performance indicators, ensuring results achieved are consistent with IPSC objectives.
Maintains expertise on emerging technologies, industry trends, information technology, and their cross impacts to SaskTel and the customer.
Accountable for the evaluation of hardware and software solutions and for ensuring appropriate standards, process, procedures, documentation and metrics are in place to allow IPSC to effectively and efficiently support operating environments.
Leads and/or participates in post mortems to discuss or recommend processes or procedures to provide improvements where required.
Communicates technical requirements to internal and external IT resources in order to facilitate the development and implementation of service related enhancements, custom applications, and new service developments.
Accountable for business process planning, design and implementation. Gathering, document, analyze, and identify opportunities within business processes. Plan and design new processes to facilitate new functional alignment. Optimize existing and develop new processes.
Accountable for IPSC’s process alignment with Corporate Initiatives targeted at establishing, refining or aligning business processes, especially business process excellence.
Accountable to create implementation plans which enable process improvement to improve efficiency (method), effectiveness (results), and economy (cost) of all operations which leads to successful project plan execution.
Accountable for staffing, employee development, establishing and prioritizing work programs and general administration within the group. Cultivates and sustains team environments that encourages innovation, teamwork, initiative and open communication; promotes and models the corporate values.
Maximizes performance by selecting, developing and sustaining a high level of expertise among staff. Motivates staff by using key success factors, specific goal setting, and regular performance feedback. Assists in staff career pathing, development and succession planning to ensure business requirements are met.
Accountable for achieving agreed upon objectives and goals through commitment to the PFE process. Provides leadership, plans and coordinates communications involving Customer Support personnel.
Improve Corporate Image and Customer Relations by establishing and maintain professional courteous and effective communication with Internal and External Customers.
University degree in Computer Science OR Electronic Information Systems Engineering OR Technical Institute diploma in Computer Engineering Technology OR Computer Information Systems, with related experience OR a thorough knowledge of SaskTel Internet and IP based technologies, typically gained thru significant experience supporting desktop Internet support within SaskTel (IPSC, CS Tech (SGR), ITM
Demonstrated knowledge on emerging technology trends and issues.
Demonstrated ability to manage within a diverse and rapidly changing environment
Ability to be both a team leader and player at the same time.
Ability to select, train and develop staff.
The essential management skills required are: demonstrates self-direction and initiative; strong interpersonal communications, spoken and written; problem solving; decision making; leadership; mentoring; adaptability; negotiation; analytical; ability to influence people; customer services oriented.