General Summary
Reporting to the VP Inside Plant, the Manager, Service Operations & Support is responsible for the stability, performance, and continuous improvement of live services across CityWest’s Inside Plant environment.
This role owns end-to-end service operations post-activation, ensuring services meet defined standards for availability, performance, and customer experience. The Manager leads Technical Support Representatives (TSR), Video, Telephony, Business Services, and IT support functions, ensuring disciplined execution across incident response, service restoration, and operational support.
A core mandate of this role is to drive automation-first operations, reducing manual intervention, improving response times, and enabling scalable service delivery.
Operating within a matrixed environment, the role ensures strong alignment between implementation and operations, with clear ownership of services transitioning into steady-state support.
Principle Accountabilities
- Own end-to-end service performance (uptime, reliability, service quality)
- Define and manage SLA/SLO frameworks, including measurement and reporting
- Lead TSR and Service/IT teams, ensuring coverage, scheduling, and capability depth
- Enforce structured incident management and root cause analysis (RCA)
- Improve ticket discipline, workflow visibility, and resolution performance
- Drive automation strategy and execution across service operations:
- Automate incident detection, triage, and resolution workflows
- Reduce manual, repetitive ticket handling
- Enable self-healing and auto-remediation where feasible
- Expand and maintain proactive monitoring and alerting coverage
- Ensure clear service ownership post-activation, including support readiness
- Coordinate with Implementation, Network, and Construction teams for seamless handoff
- Ensure timely communication of service impacts and major incidents
- Maintain operational continuity and scalable support coverage
Education and Experience
- Post-secondary education in networking, telecommunications, engineering technology, or related discipline, or equivalent experience.
- Minimum of seven (7) years of experience in a service provider network environment with a strong emphasis on service delivery, process improvement and automation.
- Previous experience leading technical teams or providing functional leadership.
- Network or telecommunications certifications are considered a strong asset.
- Experience leading implementation and operational readiness of complex technical initiatives.
- Background in telecommunications, infrastructure, systems implementation, or network operations is an asset.
- Demonstrated success working in matrixed, cross‑functional environments.
- Strong leadership, coordination, and problem‑solving skills.
- Ability to translate project outputs into operationally supportable services.
- Strong communication skills across technical, operational, and leadership audiences.
Pay: $95,000.00-$105,000.00 per year
Benefits:
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Wellness program
- Work from home
Application question(s):
- Do you have previous experience leading technical teams or providing functional leadership?
- Do you have experience leading implementation and operational readiness of complex technical initiatives?
Experience:
- service Provider network environment : 7 years (preferred)
Work Location: Remote
