Delivery Manager

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

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.

What you will be doing:

• 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.

What you will have:

• 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) an asset

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation.