Manager, Client Service Delivery

The Manager, Client Service Delivery has an accountability for managing the service delivery experience for assigned clients, including contract management, technical solutions, and service delivery solutions specific to the client’s needs. The Manager, Client Service Delivery will cover designated clients who have a broad portfolio of Northwestel services and represent a significant revenue and/or revenue opportunity for Northwestel’s Business Markets. The Manager, Client Service Delivery will be accountable to ensure all service and contract commitments are delivered to the client’s satisfaction and drive a material positive improvement in the service experience for these clients. The Manager, Client Service Delivery also supports one or more Wholesale and Enterprise customers.

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

Specific Accountabilities

• Manage Service delivery for enterprise customers. Responsible for contract administration and contract updates, escalation, monthly reporting, and quarterly and annual reviews. Expand Service Delivery model to new and existing enterprise clients.
• Improve customer relations with Enterprise customers. Lead customer meetings, address concerns, and communicate solutions with the goal of delivering professional service to our clients.
• Establish professional relationships with diverse group of team members and foster an atmosphere of open communication across organizational boundaries. Manage and communicate customer expectations to internal teams, partners.
• Lead large and complex projects for enterprise customers. As required, function as the main point of contact for clients on contract administration, reporting, and incident management.
• Lead cross-functional teams, as required, responsible for preparing technical solution proposals in response to customer’s Request for Proposal (RFP), Request for Information (RFI), and Request for Tender (RFT).
• Challenge the status quo looking for innovative customer solutions by identifying problems quickly and helping manage the impact on the customer.
• Provide mentorship and coaching to team members within the Business Markets group.
• Other duties as assigned.

Knowledge and Skills Required

• Bachelor’s degree in business, engineering or related, or equivalent work.
• Minimum three years’ experience in a customer facing or marketing role focused on Enterprise/Business customers is preferred.
• Project management experience or education is desirable.
• Facilitation experience or education is desirable.
• Knowledge of IP, IT/Application support, broad telecommunications experience and contract/project management skills.
• Strong interpersonal skills, including communication, conflict-resolution, and leadership skills.
• Skilled in use of MS Office, including Word, Excel, and PowerPoint.
• Alternate combinations of education and work experience may be reviewed on an individual basis.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.