Job Description

GENERAL ACCOUNTABILITY The Senior Manager, Operations Shared Services, reporting to the Senior Director, Network and Field Operations is responsible for managers, technicians and resources of the Network and Field Operations shared service teams which include the Network Operations Control Centre, the Field Operations Control Centre, the Change Management department, and the Operation\xe2\x80\x99s New Product / New Technology Introduction (NPI/NTI) resources. This position is also responsible for managing the activities and the resources necessary to ensure that the network utilization and availability is maximized and is operating at the established performance and service levels. This position is responsible for the integrity of the network and this will be accomplished through the Senior Manager\xe2\x80\x99s accountability for the administration of the physical assets and personnel involved in the support of construction, maintenance and operation of the network. This position is accountable for administering an operating budget of approximately five million dollars. This position currently has the following direct reports: Manager \xe2\x80\x93 Network Operations Control Centre, Manager \xe2\x80\x93 Workforce and Capacity Planning
KEY ACCOUNTABILITIES Assist with ensuring that support operations are maintained to appropriate health and safety standards including adherence with the Accident Prevention Program. Network and Field Operations prime for development & implementation of all safety and environmental related activities including the scheduling of Operations Shared Services departmental safety rides. Select, develop, coach and engage employees. This includes conducting performance evaluations (OPs), dealing with disciplinary issues in an appropriate manner and when required applying the Attendance Management Program with both direct and indirect reports (i.e., ensuring Managers and Technicians are following proper procedures with their direct reports). This also includes skill assessment and gap analysis that ensures effective employee development and training that addresses the needs of the individual and corporation. Develop and manage the Network Operations maintenance strategies in conjunction with an effective workforce management administrative plan in association with the Senior Director of Network and Field Operations. This will include direct supervision of 3 to 5 management employees and indirect supervision of 25 to 50 bargaining unit employees. Provide ongoing leadership for the Network Control Centre, the Field Operations Control Centre, and the Change Management teams. Provide support to the field management team. Act as single point of contact for Senior Director of Network and Field Operations. Assist with the management and administration of physical assets of the Network Operations department. Accountable for the Operations Shared Services budget and financial performance, time reporting and inventory administration & control. Support the business and marketing strategies by directing the resources and activities necessary to ensure the orderly and cost-effective design and development of the access network, in terms of capacity, capability and operability. Coordinate the Operations Shared Services quality assurance programs and activities to ensure adherence to company standards and to ensure customer expectations are achieved in a cost-effective manner. Operations Shared Services prime for development & implementation of quality control including coordination and tracking of quality riding exercises. Monitor and track all service level indicators and coordinate the development of action plans that effectively address areas of opportunity. Operations Shared Services prime for identifying sub-standard service results and coordinating action plans. Act as backup and delegate for the Senior Director of Network and Field Operations. Attend meetings as required. Coordinate monthly Section meetings. Departmental prime contact and coordinator for process related activities.
KNOWLEDGE AND COMPETENCIES REQUIRED The position requires a post-secondary diploma (preferably within the fields of Telecommunications or Infrastructure Technology Information Management), or an Engineering degree with a minimum five years of technical work experience in the telecommunications industry, of which at least two years is in a managerial capacity. Excellent interpersonal, communication (oral and written), organizational/planning, and process evaluation/implementation skills. This individual must be self-motivated with proven time management and organizational skills and must demonstrate the following skills: Effective Public Speaking Ability - This position may be involved in speaking engagements and may occasionally conduct formal presentations to the public. More frequently, this position will be engaged in daily working group and team meetings. This will require the effective communication of personal experience and opinion. Politically Astute and Knowledge of Local and Indigenous Issues - Knowledge of Local, Northern and particularly Indigenous Issues within Northwestel\xe2\x80\x99s operating area is mandatory. The successful candidate will have a thorough understanding of the political climate and will assist in the identification of mutually beneficial opportunities for both Northwestel and the First Nations market. Knowledge of Northern Business Climate - Awareness of the northern business climate and current issues is mandatory. The successful candidate will have an understanding of developments within the Northern economy. Marketing Awareness - Aware of the value of effective marketing and will assist the Marketing group in this area. Ability to Develop Effective Communications - The successful candidate will require effective communications and writing skills in the development of emails, reports, correspondence and presentations. WORKING CONDITIONS This position works in a typical office environment and will travel throughout the operating territory on a periodic basis (approximately once per quarter for up to one week at a time). As a safety conscious COR\xe2\x84\xa2 Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement. Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.