Delivery Manager

Date: Jun 9, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

The Delivery Manager is accountable to develop, lead, and project manage the service delivery POD model strategy that is required to fulfill the technical solution that has been designed for Rogers customers.  Focus on leading a seamless transition of the technical solution from the Sales organization into the Customer Implementation team. Identify and resolve issues that may impede the progress of the delivery process and engage personally with the customer to establish expectations and provide formal updates on progress. 
Responsibilities:

  • Onboarding new large customer deployments and managing customer expectations from start to finish.
  • Focus on improving service delivery and customer experience by assuming overall accountability of the end to end implementation of the customer’s service solution
  • Ability to gather order information to perform order entry into the Rogers systems and project managing the components of an order from order receipt to billing
  • Take responsibility for the customer experience by ensuring appropriate engagement takes place throughout the process, acting as a central point of contact for the customer – as well as for Sales
  • Leads the daily stand up calls with the Customer implementation teams to drive collaboration activities across multiple roles and varying expertise – both early and throughout the provisioning process to proactively address challenges that may impact the timely delivery of service
  • Provide coaching and support to the various roles that make up the project delivery team engaged in enabling a customer’s service solution
  • Create and manage constructive relationships with team members, subject matter experts, stakeholders and other members of the organization.
  • Make critical business decisions to meet customer expectations.
  • Understanding senior management’s business strategy and providing project related recommendations for cost effective service delivery
  • Understand issues (Technical, process etc) and works to remove roadblocks across all operational areas to ensure an executable order is enabled at each stage of the provisioning process in order to deliver timely service to the customer
  • Identify obstacles/conflicts and evaluate, recommend and implement workable solutions.  Escalate issues to the appropriate levels within the organization to mitigate risks and keep delivery on track.
  • Makes commitments on customer delivery dates and is measured on accuracy
  • Active WIP management, Monthly revenue forecasting
  • Develops Project Plan, Schedule as required
  • Provide Executives and Management with timely reporting on implementation progress, issues, risks and containment /get well plans.
  • Develop and conduct presentations to various levels of Management as required.

Qualifications:

  • Understand the fundamentals and be able to implement integrated project/program strategies, PMP an asset.
  • University Degree plus professional certification (e.g. Computer Science, Commerce, CA, PEng, CGA, B. Ed., LLB, etc.)
  • Post-Secondary degree in Engineering or other related technical discipline or equivalent combination of education or experience
  • Knowledge of Ethernet technology and topology, IP technology, SIP, MPLS.
  • Solid understanding of telecommunications services and equipment. 
  • Three – five years’ experience in a telecommunications operation related field or environment
  • Knowledge of Rogers Business services, products and procedures 
  • Post-Secondary education in a related technology or telecommunications field.
  • ITIL Certification is an asset.
  • Proficient in Microsoft Word and Excel.
  • Proven ad demonstrated leadership skills.
  • Demonstrated excellent communication with technical and management staff, both verbal and written.
  • A strong sense of teamwork and willingness to work in an ever changing environment.
  • Excellent presentation and communication skills.
  • Entrepreneurial attitude and an ability to work with little supervision in a fast paced environment 
  • Strong organizational skills 
  • Software skills:  Microsoft Office, AS400, INSIS, Salesforce
  • Must be self-motivated, creative and able to work as part of a team 
  • Core Competencies: Customer Focus; Teamwork; Communication; Accountability; Innovation 
  • Bilingualism (English/ French) is an asset.
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauchetiere O, Bureau 4000-Rogers(189), Montreal, QC 
Travel Requirements: Up to 10%
Posting Category/Function: Project Management & Coordination
Requisition ID: 231621
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Corporate 


Job Segment: Telecom, Telecommunications, Engineer, Mid-Range, Manager, Technology, Engineering, Management

Location: Montreal, QC, CA

Email similar jobs to me