This is a hybrid position based out of North York @ 243 Consumers Rd or 1 Presidents Choice Circle - You will work 4 days a week in office and 1 day a week remote.

Position Summary

The Manager, Telecom Services & Operations is responsible for the strategic leadership, operational management, and continuous improvement of Lifemark's national telecommunications environment. This role oversees enterprise telephony, contact center services, internet connectivity, mobility, clinic telecommunications infrastructure, telecom vendor relationships, and telecommunications-related project delivery.

The position serves as the primary IT Operations leader for telecom services supporting acquisitions, divestitures, clinic moves, rebrands, and business growth initiatives. The successful candidate will ensure reliable, scalable, secure, and cost-effective telecommunications solutions while driving standardization, automation, operational efficiency, and data-driven decision making

Primary Responsibilities:

Telecom Operations & Service Delivery

• Lead day-to-day operations of enterprise telecommunications services across all Lifemark locations.
• Own administration and governance of RingCentral, internet services, mobility services, fax services, call routing, and contact center integrations.
• Act as the senior escalation point for complex telecom incidents and high-priority operational issues.
• Ensure service continuity through proactive monitoring, incident management, contingency planning, and operational governance.
• Develop and maintain telecom standards, procedures, knowledge articles, and support documentation.
• Establish and monitor service levels, operational KPIs, and continuous improvement initiatives.
• Collaborate with Helpdesk, Infrastructure, Network, Security, and Field Operations teams to ensure seamless service delivery.

Acquisition, Divestiture & Clinic Transition Leadership

• Serve as the primary telecom lead for acquisitions, clinic openings, mergers, relocations, closures, and rebranding activities.
• Coordinate telecom readiness activities including:

• Internet upgrades and migrations
• Telephony migrations
• Account authorizations and carrier transitions
• Clinic communications infrastructure
• Business continuity planning

• Participate in acquisition governance and clinic transition meetings.
• Develop interim solutions and contingency plans to minimize operational disruption.
• Lead the retirement and replacement of legacy telecom platforms and unsupported technologies.

Telecom Project & Program Management

Lead and support strategic telecommunications initiatives including:

• RingCentral migration and optimization programs.
• Telecom analytics and reporting initiatives.
• RingCentral Analytics and Power BI integration.
• AI-powered communications initiatives, including AIR, AIR Pro, ACE, and future automation capabilities.
• Clinic SMS and patient communication technologies.
• Enterprise internet modernization projects.
• Telecom platform standardization and lifecycle management programs.
• Contact centre telephony enhancements and routing improvements.

Develop project plans, governance, stakeholder communications, risk mitigation strategies, and operational readiness plans for telecom-related initiatives

Contact Centre & Call Flow Management

• Oversee telecom support for Customer Contact Centre initiatives.
• Manage clinic onboarding and offboarding for CCC Overflow services.
• Coordinate and implement holiday routing and special business continuity call flows.
• Maintain enterprise call routing architecture and telephony configurations.
• Ensure efficient patient and client communication experiences across all regions

Mobility & Telecom Asset Management

• Oversee enterprise mobility services and wireless carrier relationships.
• Conduct regular audits of cellular devices, plans, and usage.
• Manage device lifecycle planning, service provisioning, and cost optimization.
• Support telecom hardware selection, testing, deployment, and replacement strategies.
• Maintain inventory and operational standards for telecom assets.

Vendor & Contract Management

• Manage strategic relationships with telecom vendors, carriers, and service providers.
• Lead contract renewals, negotiations, and service reviews.
• Identify cost-saving opportunities and telecom optimization initiatives.
• Manage vendor performance, escalations, and service delivery expectations.
• Partner with Security, Privacy, Procurement, and Risk teams to support:

• Vendor Risk Assessments (VRA)
• Privacy Risk Assessments (PRA)
• Security reviews
• Telecom compliance requirements

Analytics, Reporting & Business Intelligence

• Develop telecom dashboards, reporting, and operational metrics.
• Leverage RingCentral Analytics and Power BI to support decision making.
• Analyze service performance, adoption trends, call volumes, and telecom utilization.
• Provide regular reporting to IT leadership on operational performance, risks, costs, and project status.
• Drive data-driven continuous improvement initiatives.

People Leadership

• Lead, coach, and develop Telecom Analysts and supporting staff.
• Establish team objectives, workload planning, and operational priorities.
• Ensure appropriate cross-training, succession planning, and knowledge management.
• Foster a customer-focused, service-oriented culture.
• Support performance management, team development, and operational excellence initiatives.

Required Qualifications:

• 7+ years of telecommunications, unified communications, contact center, or infrastructure operations experience.
• 3+ years of leadership experience managing technical teams.
• Experience supporting enterprise telephony platforms such as RingCentral, Cisco, Avaya, Microsoft Teams Voice, or comparable technologies.
• Experience managing telecommunications vendors and carrier relationships.
• Strong project management and stakeholder management skills.
• Experience supporting mergers, acquisitions, clinic transitions, or large-scale operational transformations.
• Strong operational, analytical, and problem-solving capabilities.

Preferred Qualifications

• Experience supporting enterprise telephony platform Ring Central
• Contact Centre platform experience.
• Power BI or operational analytics experience.
• ITIL Foundation certification.
• PMP, CAPM, or equivalent project management experience.
• Experience working within healthcare, multi-site retail, or distributed enterprise environments.
• Experience evaluating AI-enabled communication technologies and automation tools.

Our Perks:

• Have access to a yearly education re-imbursement fund
• Receive 30% discount from Shoppers Drug Mart purchases
• Contribute to an Employee Stock Ownership Plan (ESOP) with employer matching percentage
• Have paid vacation days as well as wellness days
• Have a choice to enroll in our Health & Dental Flex Life Benefits (or in lieu contribute to your RRSPs)
• Access to employee assistance program