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Senior Manager, Service Model Strategy & Planning

Contract Type: 

Date: Jun 2, 2017

Location: Toronto, ON, CA, M4Y 2Y5
Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better.

EBU Operations is a high energy and passionate team that works collaboratively to provide a world class experience to our customers. Our singular goal is to make our customers successful.

Are you ready to ensure your customers succeed?

Our business is diverse and our passion for customer experience is at the forefront of everything we do, so if you take initiative, welcome change, and thrive in a fast-paced, vibrant environment, you’ll find success here. Every day, we strive to build a brilliant future for Canadians. We work as one team, with one goal – serve our customers better.

We do this through our commitment to living the Rogers values and enabling the success of our partner teams.

Join our growing EBU Operations team and help build and shape our culture that will help strengthen our customer experience.

The Operations team in the Enterprise Business Unit (EBU)  is aligning its business model to better support the EBU Customer base and internal groups. The Operations team is a complex organization of about 1000 people supporting customers through implementation, project management, customer care, technical support, professional and managed services and service managerment.. We need to elevate service to achieve the next level. We need to equip our teams to service the next generation of "as a service" customers.

We require an individual to bring insight and proposals using industry best practices for enterprise architecture and service model strategy & planning. The role will develop the strategy for the service model and oversee and manage all workflow in the EBU Operations org. Key functions include leading collaboration with cross functional teams to ensure systems, processes, procedures, and key metrics are in place to stand up the new service models.

The work will be centralized with this individual.


1 - Design Service Model

    Design service model strategy and plan (how Operations interacts with customers)
    Build Enterprise architecture standards – system & tool requirements
    Define Operations roles and document accountabilities ensuring alignment to the new Customer Success methodology

2 - Implement Service Model

    Implement Service Model Strategy through PMI standards for Program Management
    Oversee the day to day functionality of the Service Model, identify and launch continuance improvement initiatives.
    Regularly review system usage/linkage

3 - Risk and Change Management

    Proactively look for gaps and opportunities that would negatively impact implementation and sustainment of the service model, as well as raise trends and patterns that would be required to evolve the service models
    Manage Change throughout Operations

4. Communication and Planning

    Communicate overall plan, status, impacts, etc. to leadership & management
    Manage gating requirements for launch


    A love for serving customers & contantly improving
    An engaging demeanor and passionate perspective that you can share with cross-functional teams
    Focused Undergraduate University Degree (e.g. Computer Science, Commerce, CA, CGA, B. Ed., LLB, etc.)
    TOGAF certification preferred
    PMP or formal Project Management training preferred
    Knowledge of ITIL principles
    10+ years progressive experience in a technology/service provider environment
    Experience developing intuitive systems strategies and processes and following through on their implementation
    Strong analytical and creative problem-solving mindset
    Ability to consistently meet project deadlines while ensuring quality and accuracy
    A strong eye for detail and the ability to see the inter-connected variables at play from both a detailed and high level perspective

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: Call Centre Operations & Operations Support
Requisition ID: 100892
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.
At Rogers, 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 we believe the best is yet to come.
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.
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