Senior Manager, Complex Solutions

Rogers Communications - Toronto, ON (30+ days ago)

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At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

Senior Manager, Complex Solutions, Ontario & West

The Senior Manager, Complex Solutions is accountable to the EBU Operations leadership to ensure quality, professional, and profitable execution of complex customer solutions delivery projects. The complex solutions team delivers a wide range of solutions across all Rogers Enterprise product portfolios. The Senior Manager is also accountable for the Operations Bid Management team. The Bid Management Team provides enterprise operations responses for most RFPs. The Senior Manager must ensure delivery risk is adequately mitigated and non-standard requirements are socialized cross-functionally and consensus is achieved to ensure operational success.
The incumbent must possess a strong project delivery background, understanding of Project Management principles, ITIL framework, ITSM processes, and telecom provisioning & activation activities. The incumbent must demonstrate exceptional collaboration and consensus building skills, and ability to work closely with the Sales team regarding project scoping, project delivery issues, and project change management. Additionally, the incumbent must have superlative English written and spoken communications skills and strong presentation skills.
The incumbent will be required to manage delivery risk in order to meet customer requirements and expectations. The incumbent will be required to engage directly with customers from time-to-time in order to present proposals and participate in delivery. This is a critical responsibility as it directly impacts the success of complex customer delivery initiatives. This is a Toronto-based position reporting to the Senior Director, Solutions Delivery.

Responsibilities:
Develop strategies and implement plans to evolve project management practice and elevate capabilities
Develop matrix delivery structure with Professional Services organization to fulfill both billable PS projects and non-billable projects
Ensure ongoing operational alignment between a broad range of operational teams (both reporting into Senior Manager and cross-functional), delivery partners, and product vendors.
Manage key delivery metrics including revenue, resource utilization, and profitability
Manage and mitigate delivery risks, resolve delivery escalations and assist in business decision making
Workload management such as capacity forecasting, project assignment and project backlog management to ensure timelines are met and utilization is maximized.
Develop and evolve a content management strategy to simplify and accelerate ability to respond to proposals.
Work closely with the Operations leadership to ensure proper visibility/insight into key project deliverables, operational readiness for transition to support, and large RFP awareness,
Prepare summaries of KPI’s for senior management, and provide analysis of, and trends in, those KPIs.
Perform other duties and responsibilities as assigned by the Director, Solutions Delivery.

Experience
10 years experience in delivering complex technology projects in a customer facing capacity
Demonstrated experience in implementing process improvement methodologies, developing strategy, and establishing new capabilities
Demonstrated ability to assess technical requirements and develop strategies for execution
Strong understanding of ITIL and ITSM
Strong understanding of billing procedures and customer care processes
Experience in telecom services delivery an asset

Education / Professional Courses
Completion of a university degree or college diploma with courses in Systems Engineering, Computer Engineering, Process Design, etc., or equivalent experience.
Project Management certification - PMP

Essential Skills:
A desire to lead in a dynamic environment, and an ability to prioritize his/her own actions as well as those of his/her team.
Ability to navigate a high-pressure environment with multiple tight deadlines, shifting and competing priorities and several concurrent RFP responses
Experience working with cross-functional teams and Enterprise Customers
Meticulous organization and excellent attention to detail
A proven ability to communicate clearly, both orally and verbally, with customers, peers, subordinates and supervisors.
A demonstrated ability to effectively address customer facing challenges and communication.
A solid understanding of the technologies delivered by Rogers EBU, and a proven track record of implementing process solutions.
A positive attitude with a desire to constantly improve.
Schedule: Full Time Shift: Day Length of Contract: Not Applicable (Regular Position) Work Location: 1 Mount Pleasant (083), Toronto, ON Travel Requirements: Up to 10% Posting Category/Function: Project Management & Information Technology Requisition ID: 109529 WHY ROGERS? As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow. 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 five 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 Why Rogers? Because your tomorrow inspires our today. 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 can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process. Posting Notes: Corporate || Canada (CA) || ON || Toronto || None ||