At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these e shared values guide and define our work:
:Simplify and innovate
:Take ownership of the what and the how
:Equip people to succeed
:Execute with discipline and pride
:Talk straight, build trust, and over deliver
Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal :serve our customers better.
The successful candidate will serve as the leader of the Rogers Service Optimization team. Reporting to the Director, Centre of Excellence, the candidate will be responsible for the oversight of day:to:day operations of the Service Optimization team and staffing decisions. For all existing and new services introduced by Product Management, the candidate will coordinate an implementation review process, and the scheduled reviews and assessments for each customer's service.
The candidate will formulate and execute an operational plan to:
:Introduce proactive optimization services that include initial implementation and ongoing performance and configuration assessments and reviews for customer deployments; includes networks, compute/storage, and security infrastructures
:Develop communication and reporting plans to advise customers of optimization activities, report on findings, optimization actions taken, and benefits to the customer
:Develop and maintain SLAs for optimization services
:Handle dependencies and interactions with other operational teams
The candidate will have HR responsibilities for the team members, and will generally oversee the quality and quantity of work done by each team member. In addition, the candidate will maintain a team skills matrix to ensure Service Optimization has, collectively, the requisite skills to fulfill the services being offered by Service Optimization, and will develop and maintain a training plan for the team.
The successful candidate will be accountable for the Service Optimization organization achieving the following performance objectives:
:Various ITSM KPIs
:Complimentary Integration with Managed Services objectives
:Prepare plans and deliver on service optimization initiatives. Seek opportunities to improve service delivery.
:Oversee day:to:day operation of the Service Optimization team, including the management of staff located in various geographies across Canada.
:Handle customer escalations within Service Optimization, and manage the escalation process in a timely and effective manner, including overseeing the escalation process for those issues requiring senior intervention.
:Prepare summaries of KPI's for Senior Leadership, and provide ysis of, and trends in, those KPIs.
:Maintain a team skills matrix, and execute a training plan for the team to ensure staff can effectively deliver the services being offered by Service Optimization, and also to ensure the skills growth of members of the Service Optimization team.
:Contribute to OPEX and CAPEX plans for lifecycle management of equipment and software / applications / tools under management.
:Maintain relationships with various vendors to ensure training is obtained on new products; product evolution is known and included in lifecycle planning.
:Work with HR to satisfy Rogers process for employee review, salary reviews, establishing individual objectives for team members, etc., and to generally ensure the productivity and effectiveness of all Service Optimization technical team members under his/her supervision.
:Perform other duties and responsibilities as assignedby Senior Management.
:5+ years' experience working in a management or team lead role in a managed services or IT support environment.
:8+ years' experience in providing technical solutions i