Job Description

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Service Manager - Network OperationsThis is an exciting opportunity where you will lead a team of people responsible for monitoring Saskatchewan\'s world-class network.
The successful candidate will require a passion for technology and understand its importance in delivering outstanding customer experiences..Location: Regina, SK
Number of Positions: 1
Salary: $94,128 - $125,505 based on education and experience
Type of Position: Permanent Full Time
Closing Date: 05/31/2024.POSITION OVERVIEWAccountable for SaskTel\'s Business Communication Support Centre, National Operations Center and major account service commitments. Maintains a high level of personal involvement with clients, and a knowledge of client\'s organizations and service needs and expectations. Accountable for transitional service implementation and project launches as related to service responsibilities. Accountable for network management recommendation of efficiencies, maintenance analysis, and customer service results plans. Accountable for efficient management of Telco Operations Centralized Report Centre obligations. Accountable for maintaining corporate services, such as Crisis Management, Severe Incident Reviews, Emergency Operations Center (EOC), and outage escalations. Accountable for tracking the locations of all dispatched SaskTel personnel.LEADERSHIP ACCOUNTABILITIESPeople * Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing assignments, establishing objectives, providing regular performance feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance, etc). Accountable for provisioning and managing contracted resources as may be required.

• Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
• Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
• Proactively identify and action opportunities to increase customer satisfaction (internal and external customers.

Financial * Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.Innovation * Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Provides expertise to senior management providing education, studies and consulting on opportunities that will impact business strategy. Ensures alignment and integration with the corporate strategic plan and develops plan and operational metrics, including approaches for demonstrating business value.

• Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
• Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

SPECIFIC ACCOUNTABILITIES * Accountable for managing all network and IT change releases, through negotiating network release activity with the customer with as much advanced notice as possible, providing go ahead to facility administration. Accountable for ensuring that the corporate change and configuration processes are adhered to. Tracks service orders and

• provides reporting as required (ie. DD met, missed, completed). Ensures implementation validation results have been completed and are on file for reference. Ensures records have been entered into Trouble ticketing system for trouble report handling, analyzes, and recommends efficiencies.
• Accountable to liaison between clients, SaskTel Corporate Departments, to ensure ongoing day to day quality service commitment. Provides expertise and escalates problem situations for repair, and notification purpose. Ensures that all network outages are tracked and reported to the senior management team, and corporate affairs ensuring they are aware of customer impact.
• Accountable for maintaining the Crisis management team, documentation and procedures and ensuring that SaskTel is capable of tracking and managing a crisis condition. Liaisons between clients, SaskTel IT departments to ensure escalations and updates are in an efficient and timely matter.
• Reviews, analyzes client/Corporate problems, existing methods and procedures to enhance service commitments and client relationships. Responsible for coordination of the Severe Incident Review process.
• Accountable for following Emergency Alert and Operations Procedures. Accountable for maintaining the Emergency Operations Center (EOC) and adhering to all corporate commitments regarding emergency alert conditions. Accountable for maintaining a working relationship between SaskTel and the Provincial Emergency Measures Committee (PEMC) as an alternate.
• Accountable for maintenance and ensuring all Business Continuity Plans are updated. Prime liaison between the BCP committee and RCG to ensure that plans are tested and reviewed.
• Accountable for performing management functions such as implementing Control Office Procedures and producing Metrics and other communication and analysis Tools for service assurance. Maintains a service assurance function that monitors and analyses trouble reports for the NOC, BOC, IPCO, PSC, and SOC, to ensure that service is being restored within SaskTel\'s MTTR objectives.
• Accountable for monitoring SaskTel site security and personnel safety through the management of site entrance alarms, vehicle tracking and site surveillance. Accountable for ensuring that all personnel that are dispatched to a site have their location known for safety purposes. Accountable for the safety of SaskTel employees through the Panic Alert process ensuring once notified the employee is contacted to ensure their safety.
• Accountable for performing the functions of a Business Service Telco Centralized Report Centre interfacing customers, Telco Management and personnel on customer service problems.
• Accountable for the design, implementation and performance of SaskTel\'s Communication Escalation process, Severe Incident Review process, Crisis Management process and Operations site visit process.
• Accountable for the overflow provisioning of DSL based IP services. This objective is designed to maintain installation service objective to the residential customers.

QUALIFICATIONS * Graduate Electronic Engineer or Electronic Technologist OR combination of related education and equivalent experience with proven management ability.

• Strong analytical, organizational and technical abilities.
• Ability to select, train and develop staff.
• A thorough understanding of Service Assurance, Service Delivery Models, Crisis Management and Change Management.
• Thorough working knowledge of Data Transmission Design, applications, standards and Data Services products and services.
• Strong interpersonal skills required to deal with customers on problems, future network development and provide interface to other SaskTel departments.
• Strong customer service focus when leading site visits for current and potential customers.

.Flexible workplace options may be available..About SaskTel.SaskTel is the leading Information and Communications Technology (ICT) provider in Saskatchewan, with approximately $1.3 billion in annual revenue and nearly 1.4 million customer connections including more than 654,000 wireless accesses, 257,000 wireline network accesses, 295,000 internet and data accesses, 111,000 maxTV service subscribers, and 77,000 security monitoring customers. SaskTel and its wholly-owned subsidiaries offer a wide range of ICT products and services including competitive voice, data and Internet services, wireless data services, maxTV services, data centre services, cloud-based services, security monitoring services, advertising services, and international software and consulting services. SaskTel and its wholly-owned subsidiaries have a workforce of approximately 3,300 full-time equivalent employees (FTEs). Visit SaskTel at .#LI-POST

SaskTel