SPECIFIC ACCOUNTABILITIES

1. Assists product development activities on SaskTel’s strategic products. More specifically, product testing, documenting technical requirements and operational support requirements.
2. Facilitates trouble incident root cause identification, analysis, and development of corrective actions. Interacts directly with SaskTel support groups, suppliers, and process architects /designers to ensure resolution and implementation of process improvements.
3. Interfaces directly with customers on complex product or service affecting issues with the intent to isolate, identify and resolve significant assurance issues.
4. Ensures product service level agreements/objectives are met through the establishment of service assurance performance metrics that are continually tracked and monitored within the support groups.
5. Initiates programs or projects to drive continuous improvements in fulfillment and assurance processes.
6. Provides leadership, direction, support and liaison to the customer, partner, internal Sales and support organizations on relevant technical developments and tools that may impact them.
7. Participate in the implementation of new technologies into strategic customer accounts.
8. Employee development in all aspects of the job to ensure that they are equipped to meet the demands in the competitive marketplace. Assists employees in career planning.

QUALIFICATIONS

1. Degree in Engineering or Computer Science OR a Technology diploma, along with significant telco experience.
2. Technical knowledge related to Contact Centre technology, core networks, telephony, and intelligent networks.
3. Advanced project management knowledge with a demonstrated ability to manage large, complex projects including cross-divisional functions. Project Management certification is desirable.
4. A strong team player within the CS&S, BS&S, Marketing, IS, Technology and Finance groups with SaskTel and external partners, and most importantly with the Customer.
5. Experience working in a competitive environment.

As part of the IS Solutions team within SaskTel, this position is accountable for:

• Ensuring fulfillment and assurance process are documented and operational for SaskTel’s Strategic services. Accountable for “how” services operate, are provisioned and are assured;
• Ensuring an ideal customer service experience, as outlined in the SaskTel strategic plan, is achieved through effective design and implementation of operational support processes.
• Resolving strategic customer product and support issues that require input and support from a cross departmental team. Documents and oversees implementation of process improvements to mitigate reoccurrences.
• Providing strategic leadership on how to proactively improve fulfillment and assurance processes with a goal to minimize future problems and maximize SaskTel operational efficiencies.

This position manages/influences a highly skilled cross functional service team consisting of marketing, support, and channel representatives. Responsible for interfacing with customers, vendors, partners, and internal SaskTel departments to ensure solutions are effective and optimized to meet customer needs. Ensures processes are efficient with a goal to reduce costs attributable to the product.