At SaskTel, we don't just think big – we innovate and lead the way! We enrich everyday life. We empower people, organizations and communities to reach their full potential. If you're passionate, driven, and ready to make a difference, join our dynamic team and be part of something truly transformative! 

Service Manager-Vendor Relations 

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Location: Regina or Saskatoon, SK  
Number of Positions: 1 
Salary: $96,011 - $128,015 (Based on education and experience)  
Type of Position: Permanent Full Time  
Closing Date:  

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GENERAL ACCOUNTABILITY
As part of the IS Solutions team within SaskTel, this position is accountable for:
• Ensuring fulfillment and assurance process are documented and operational for SaskTel’s Strategic services.  Accountable for “how” services operate, are provisioned and are assured;
• Ensuring an ideal customer service experience, as outlined in the SaskTel strategic plan, is achieved through effective design and implementation of operational support processes.
• Resolving strategic customer product and support issues that require input and support from a cross departmental team.  Documents and oversees implementation of process improvements to mitigate reoccurrences.
• Providing strategic leadership on how to proactively improve fulfillment and assurance processes with a goal to minimize future problems and maximize SaskTel operational efficiencies.

This position manages/influences a highly skilled cross functional service team consisting of marketing, engineering, support, and channel representatives.  Responsible for interfacing with customers, vendors, partners, and internal SaskTel departments to ensure solutions are effective and optimized to meet customer needs.   Ensures processes are efficient with a goal to reduce costs attributable to the product.

SPECIFIC ACCOUNTABILITIES
1. Assists product development activities on SaskTel’s strategic products.  More specifically, product testing, documenting technical requirements and operational support requirements.
2. Facilitates trouble incident root cause identification, analysis, and development of corrective actions. Interacts directly with SaskTel support groups, suppliers, and process architects /designers to ensure resolution and implementation of process improvements.
3. Interfaces directly with customers on complex product or service affecting issues with the intent to isolate, identify and resolve significant assurance issues.
4. Ensures product service level agreements/objectives are met through the establishment of service assurance performance metrics that are continually tracked and monitored within the support groups.
5. Initiates programs or projects to drive continuous improvements in fulfillment and assurance processes.
6. Provides leadership, direction, support and liaison to the customer, partner, internal Sales and support organizations on relevant technical developments and tools that may impact them.
7. Participates in the implementation of new technologies into strategic customer accounts.
8. Employee development in all aspects of the job to ensure that they are equipped to meet the demands in the competitive marketplace. Assists employees in career planning.

QUALIFICATIONS
1. Degree in Engineering or Computer Science OR a Technology diploma, along with significant telco experience.
2. Broad technical experience covering large scale enterprise systems, core network technologies, cloud solutions, billing platforms, and integrated fulfillment systems.
3. Advanced project management knowledge with a demonstrated ability to manage large, complex projects including cross-divisional functions. Project Management certification is desirable.
4. Demonstrated collaboration skills, consistently fostering strong working relationships across various internal departments.
5. Experience working in a competitive environment.

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LEADERSHIP ACCOUNTABILITIES

• Builds and leads a high performing workforce by demonstrating the characteristics of a great leader at SaskTel:  Inspries Trust, Brings Passion & Energy, Sees the Big Picture, and Drives Results.   
• Fosters employee engagement and purposefully reinforces and role models SaskTel’s corporate culture: Think Big (Innovation and Courage), Make a Difference (Commitment and Community), Focus on Experiences (Simplicity and Agility), and working as OneSaskTel Team. 
• Provides clear leadership and oversight of all people-related activities, fostering a fair, inclusive, and collaborative workplace. Leads talent acquisition, development, and retention through effective coaching, feedback, and communication, while ensuring compliance with organizational policies and the collective bargaining agreement. 
• Organizes and directs work including prioritizing assignments, establishing objectives, providing regular performance feedback, and taking necessary corrective action as may be required.    
• Ensures all relevant policies are understood and complied with, including but not limited to safety, health, environmental, Code of Business Conduct, privacy, cybersecurity, AI usage/utilization, and authorization and signing authorities.   
• Oversees financial activities within area of responsibility. Creates and/or monitors annual operating and capital budgets, keeping tabs on budget adherence, and taking necessary actions to address budget variances. 
• Responsible for negotiation, execution and/or enforcement of contracts for obtaining goods and services related to the area of responsibility. 
• Accountable for proactively identifying, inspiring, and acting on opportunities to innovate and drive process improvements, develop growth initiatives, and improve revenue and/or reduce costs. Driving valuable customer experiences and employee engagement, improving sustainability, and demonstrates commitment to the communities that we serve. 

This is an on-site position located at the location(s) above. The successful candidate must be located within the province of Saskatchewan. Out of province/country candidates must be willing to relocate. Flexible work opportunities, in province, may be available.

At SaskTel, we believe in fostering a diverse and inclusive workforce that reflects the customers and communities we serve. We strive to create an environment where all employees feel empowered to contribute their unique perspectives, driving innovation and creativity, while advancing our efforts as Saskatchewan’s leading Information and Communications Technology provider.

As one of Saskatchewan’s Top Employers, we offer rewarding work, competitive salaries, comprehensive health and dental plans, pension plans, flexible work arrangements, paid time off, training & more! For more information on our benefits please click here: SaskTel’s Benefits.

We value diversity as a key aspect of our culture. We are committed to providing equal opportunities for all candidates to participate fully in the recruitment process. If you need any accommodation at any stage of the process, please contact us confidentially at talent.acquisition@sasktel.com.