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Shaw Communications
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Service Manager

Department name: Customer Care
Business unit: Brand Market & Communication
Position ID: J0720-0275

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.

The role

The Shaw Business team in Calgary is currently seeking a Service Manager to join their team. This position reports directly into the Supervisor of Large Business. The successful candidate will be responsible for the provision and support of data and voice circuits for Shaw Business clients, providing an excellent client experience for our Managed Client Portfolio.

A typical day

• Host regular meetings with clients to review post implementation delivery, service performance, and change requests. Identify root cause issues and recommend solutions to our customers and work with internal teams as required to implement those solutions.
• Maintain key documentation regarding each client including, but not limited to:
o Key account information
o Meeting minutes, action items and next scheduled meeting date
o Post implementation delivery and service performance issues, root cause and recommended actions
o Change request history and results
• Provide Senior Leadership with client summaries as required.
• Partner with the Network Operations Centre (NOC) to provide incidents to clients regarding escalated situations, ensuring all relevant teams and Large Business Support Leadership is informed throughout.
• Partner with the NOC and other teams as appropriate to provide clients postmortem analysis following key incidents; identifying root cause and actionable next steps with timelines.
• Action all post implementation requests from their clients, coordinating with downstream teams required and leveraging support from Large Business Support II Team members only when required.
• Define project requirements; develop full-scale project plans/risk assessments and track project deliverables in partnership with a Project Manager.
• Support and actively participate in sales discussions with prospective key clients regarding post implementation support.
• Develop implementation/project plan and manage implementation activities to ensure client expectations are managed in association with the delivery of client order.
• Coordinate and assign client services activities related to order implementations.
• Manage any ‘revenue/cost impacting’ changes to in-progress orders in conjunction with Operations and Sales.
• Provide the client the direct point of contact to manage timely and effective resolution for all post sales activities.
• Follow up on Client Notifications for service outages, maintenance, and order management.
• Coordinate credits & billing adjustments in accordance with contractual service agreements.
• Understand client A/R status and work with Billing Operations to take appropriate action for Notices and Disconnects in accordance with contractual requirements.
• Assist in the resolution of escalations relating to service activation.
• Trend, track, and report on escalations both locally and nationally to improve processes.

Your skills/experience

• In depth knowledge of data and/or voice services with secondary education and/or equivalent experience in a related field.
• Demonstrated ability to identify problems and situations, take appropriate action, implement solutions, or escalate as required, maintaining a high level of performance under the pressure of time constraints and a fast-paced changing environment.
• Must have the ability to work effectively in a team environment and collaboratively with other departments.
• Strong organizational skills, including the ability to plan, coordinate and monitor a significant number of functions simultaneously.
• A positive, “can-do” attitude and client focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity.

Other details

This position requires the successful completion of a criminal background check.

Posting closing date: August 7, 2020

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.