Consultant Operational Support

Bell Canada; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications provider in Toronto is seeking a skilled Change Manager to oversee organization-wide change management processes. You will ensure compliance with ITIL guidelines and facilitate change requests across cross-functional teams. The ideal candidate has over 5 years of experience in IT change management and excellent analytical skills. This role offers a competitive salary and a comprehensive benefits package.

Benefits

Competitive salary

Medical, dental, and mental health benefits

35% discount on services

Qualifications

• 5+ years of experience in IT change management, preferably in a business customer-facing role.
• Experience in conducting post-change analysis and identifying root causes of failed changes.
• Strong analytical and problem-solving skills, with the ability to identify and mitigate risks.

Responsibilities

• Collaborate with stakeholders to identify, assess, and prioritize device change requests.
• Develop and implement change management plans, ensuring compliance with ITIL guidelines.
• Analyze post-change outcomes, conducting root cause analysis of failed changes.

Skills

ITIL Change Management

Change management tools

Analytical skills

Communication skills

Interpersonal skills

Education

Bachelor's degree in Computer Science or related field

ITIL Change Management certification

Tools

ServiceNow

CA Service Management

Job description

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At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

Summary

We are seeking a highly skilled and experienced Change Manager to join our dynamic team. The successful candidate will possess a deep understanding of ITIL Change Management and have a proven track record of successfully managing, approving, and controlling device changes for business customers. Their responsibilities will encompass a wide range of technical and non-technical tasks, ensuring the smooth and efficient operation of our organization.

Key Responsibilities

• Collaborate with stakeholders to identify, assess, and prioritize device change requests.
• Develop and implement change management plans, ensuring compliance with ITIL guidelines and best practices.
• Facilitate and oversee the execution of device changes, coordinating with technical teams to ensure minimal disruption to services.
• Analyze post-change outcomes, conducting root cause analysis of failed changes and identifying opportunities for improvement.
• Monitor and ensure ticket compliancy, addressing any deviations or non-conformances.
• Provide regular status updates to senior management and key stakeholders.
• Participate in executive reporting, presenting change management metrics and insights to senior leadership.
• Actively contribute to the continuous improvement of change management processes and procedures.
• Lead the development and implementation of a Lessons Learned Forum to capture and share valuable insights from change management activities.
• Collaborate with cross-functional teams to identify and address potential risks and challenges associated with device changes.

Critical Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Change Management certification (ITIL v3 or higher).
• Minimum 5 years of experience in IT change management, preferably in a business customer-facing role.
• Experience in conducting post-change analysis and identifying root causes of failed changes.
• Proficiency in change management tools and methodologies, such as ServiceNow, or CA Service Management.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to identify and mitigate risks and challenges.
• Ability to work independently and as part of a cross-functional team.

Additional Requirements

• Demonstrated experience in process improvement initiatives, with a focus on reducing non-successful changes.
• Familiarity with Agile methodologies and DevOps principles.
• Knowledge of IT security best practices and compliance requirements.
• Ability to work extended hours and during peak periods, if required.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status:Regular - Full Time

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.

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 [e-mail] 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 f or other ways to contact us.

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