Manager - Business Services Delivery

Ledcor Group of Companies   •  

Port Coquitlam, BC

5 - 7 years

Posted 214 days ago

Job Summary

You are an experienced Manager of Business Services Delivery with experience in resource planning, field operations, customer service and dispatching. You will utilize your strong execution skills and your ability to think outside the box to oversee the resource planning, capacity management and deployment coordination of our field technicians. You're a natural leader with the ability to motivate and guide a team in the execution of our capacity management and overall deployment strategies.

Join Ledcor Technical Services in Vancouver today!

Responsibilities

  • Building and leading a high performing team comprised of professionals responsible for all forecasting, planning, dispatch and deployment of field resources supporting Business Services in Canada
  • Overseeing daily operations of a Business Service Delivery team supporting field technicians across the markets LTS serves in Canada and the US
  • Ensuring clear communication and collaboration within the Business Service Delivery team enabling optimum customer experience and preparing the team for the addition of new clients
  • Providing mentoring, leadership and professional development support for your team
  • Overseeing recruitment, retention and employee engagement efforts for all employees of the Business Service Delivery team
  • Developing and communicating execution plans with all levels of management concerning resourcing and deployment requirements to balance quality, performance and cost
  • Ensuring appropriate resource availability by region accounting for mix of work, skills and tools required to maximize the utilization of field resources across various work types and regions
  • Participating in weekly meetings with operations management and customer tactical planning groups to ensure interlock of strategy and optimization of resource utilization
  • Providing reporting as needed to determine health of the business, trends and/or otherreporting metrics
  • Enhancing performance through improvements in process, strategy or innovative thinking
  • Manage outcomes of department activities and direct changes that will drive achievement of operational goals

Requirements

  • 5+ Years of experience in customer service, resource planning, dispatch and workforce management with field services
  • 5+ Telecommunications experience and 2+ Years of Change Management experience an asset
  • Completion of post-secondary education in Business Management, Communications, Operations Management or a related field
  • Experience in leadership and performance management with customer service teams
  • Proven leader with ability to interact at all levels of an organization delivering presentations, training and appropriate messaging
  • Ability to investigate and resolve issues and comfort dealing with ambiguity
  • Ability to effectively compile information, analyze data and make sound judgments
  • Maintain a high degree of accuracy and attention to detail
  • Demonstrated professional oral and written communications skills
  • Demonstrated ability to identify problems and situations, take appropriate action, implement solutions or escalate as required
  • Maintain high performance under the pressure of time constraints and a fast-paced environment
  • Strong computer skills including advanced level MS Word and Excel
  • Successful completion of pre-employment background check & references

Work Conditions

  • This is an office based position.

Job ID: 15953