Req Id: 431110

Summary

We are seeking a Senior Manager to lead and accelerate the automation transformation across our combined Managed Services (MS) organization. This role is critical to building a resilient, highly scalable managed operations business capable of serving customers well beyond our strategic top-tier accounts.

You will define and drive the next phase of our Managed Services evolution-strengthening MSP frameworks, industrializing operations, and embedding automation at scale.

Key Responsibilities

• Lead a multidisciplinary team responsible for quality engineering, automation assurance, AI validation, operational readiness, and continuous improvement focused on identifying the highest-risk operational activities that reduce human error and drive quick improvements within the business, fostering a culture of innovation, accountability, collaboration, and continuous improvement.
• A strong grasp of modern AI paradigms, including building agentic systems that can perform autonomous diagnostics and prescriptive repair. This requires hands-on knowledge of Large Language Models (LLMs) like Gemini (or equivalent) for tasks such as natural language interaction and code generation.
• Own and drive the end-to-end Managed Services automation program, taking it to the next level
• Map key MS processes and functions into ServiceNow workflows to enable automation and scale
• Lead the rationalization and cleanup of observability capabilities across the MS portfolio
• Prioritize and sequence near-term and mid-term initiatives that measurably reduce Sev 1 and Sev 2 incidents
• Develop and communicate automation value realization and benefits cases, including for Cornerstone and related initiatives
• Lead and mentor a high-performing team of MS process and tooling experts
• Partner & collaborate closely with Engineering, Product Management, Operations, Service Delivery, Cybersecurity, Architecture, and Vendor partners to ensure quality is embedded throughout the service lifecycle.

Leadership Competencies

• Strategic and innovative thinking
• Strong business and operational acumen
• Exceptional leadership and team-building capabilities
• Executive presence and communication skills
• Customer-centric decision-making
• Collaboration and influence across organizational boundaries
• Data-driven problem solving
• Ability to lead through ambiguity and change
• A passion for quality, operational excellence, and continuous improvement

Critical Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, Engineering, or equivalent practical experience.
• 7+ years of experience in software engineering, quality engineering, automation development, DevOps, platform operations, or related technology disciplines.
• 3+ years of experience leading technical teams in software development, quality assurance, automation engineering, managed services, or operational support environments.
• Must have a thorough understanding of current IT operations, including change management processes, common causes of failures, and existing monitoring tools (e.g., NewRelic).
• Experience building and scaling automation testing and quality assurance frameworks.
• Strong understanding of Agile, DevOps, CI/CD, and modern software engineering methodologies.
• Experience leading cross-functional initiatives across development, operations, and business organizations.
• Proven track record of delivering measurable business and operational outcomes through technology initiatives.
• Strong analytical, problem-solving, and decision-making capabilities.

Preferred Qualifications

• A mindset focused on delivering value quickly, even if the solution isn't a perfect. This involves integrating with existing bespoke tools (like EnGenius) and building custom dashboards to fill immediate visibility gaps.
• Experience leading Quality Engineering, Test Automation, Platform Assurance, Service Assurance, Automation Excellence, or SDET organizations.
• Experience within Managed Services, Telecommunications, Cloud Services, Cybersecurity Services, IT Operations, or Enterprise Technology environments.
• Strong background in automation, process engineering, industry frameworks for service management and ServiceNow
• Experience with AI-enabled solutions, intelligent automation, AIOps, machine learning validation, or AI governance frameworks.
• Expertise in Google Cloud Platform (GCP) or equivalent, particularly its data and AI services like BigQuery, Vertex AI, and GCP Agent Builder (or equivalent) designing a scalable, multi-tenant AIOps platform from the ground up
• Working knowledge of modern technology platforms including Kubernetes, Docker, Terraform, Python, GitHub, GitLab, Jenkins, Azure, AWS,latform.
• Experience establishing governance frameworks, operational controls, and quality standards for business-critical platforms and services.
• Strong understanding of ITIL-based service management processes including incident, problem, change, and release management.
• Comfortable leading cross-functional teams, managing third-party vendors, strategic partners, and outsourced delivery teams while influencing at all levels of management in a fast paced environment
• Strategic thinker with hands-on execution capability and demonstrated success leading transformational initiatives and organizational change programs.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Toronto || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 07/26/2026

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we're actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [redacted] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto