Sr Delivery Specialist

Rogers Communications, Inc.; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

Rogers Communications, Inc. is seeking a Senior Delivery Specialist in Calgary to proactively manage customer orders and communicate milestones to internal and external customers.

You will lead the deployment of technically complex projects, including Ethernet, IP, SIP, and managed Wi‑Fi solutions. The role requires coordinating kickoff and status meetings, defining schedules, and ensuring escalation processes are followed to resolve issues promptly.

Qualifications

• Understand fundamentals and implement project strategies; CAPM or PMP is an asset.
• Knowledge of Ethernet, IP, SIP, MPLS, Wi‑Fi, unified communications, wireless tech and infra.
• Solid telecom services and equipment knowledge.
• Three–five years in telecom ops or related field.
• Familiarity with Rogers Business services, products and procedures.
• Post-secondary education in tech/telecom field.
• ITIL certification is an asset.
• Proficient in MS Word and Excel.
• Strong leadership and communication skills.
• Teamwork and adaptability in a fast-paced env.
• English/French bilingualism preferred.

Responsibilities

• Validate technical quality and requirements against standard product offers.
• Enter orders into Rogers systems and manage lifecycle of a order.
• Relay technical design details to provisioning resources.
• Lead internal/external kick-off and status meetings; manage critical paths.
• Define schedules and delivery plans; assess risk factors.
• Ensure escalation and expedited processes are followed for timely resolution.
• Oversee communication and delivery during provisioning lifecycle; coordinate tests and handoffs.
• Manage order fulfillment and admin for Business orders; shorten cycle to aid billing.
• Maintain liaison between Rogers and Business Customers.

Skills

Project management

Leadership

Communication

Teamwork

Microsoft Office

Ethernet technology

IP technology

SIP/Unified Communications

WiFi / Wireless

MPLS

Education

Post-secondary education in technology or telecommunications

Tools

AS400

INSIS

Salesforce

V21

SGI

EWP

Microsoft Office

Job description

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

Senior Delivery Specialist

Role Summary:

The Senior Delivery Specialist (SDS) is responsible for proactive management of customer orders and communication of defined milestones to both internal and external customers ensuring that customer delivery requirements are executed within defined milestones.

The SDS is accountable for leading the deployment of technically complex projects. Accountabilities include deployment of critical networks that require clear technical understanding of Ethernet technology and topology, wavelength & deployment of dependent network equipment, IP technology, SIP, Unified Communications, Managed Wi‑Fi, IoT, and complex wireless onboarding.

Responsibilities:

• Validate order requests for technical quality vetting order requirements against standard product offers. If nonstandard, accountable for ensuring the appropriate approvals have been granted and required resources necessary for deployment are engaged.
• Responsible for gathering order information to perform order entry into the Rogers systems and project managing the life cycle of an order
• Relay technical design detail to implementation provisioning resources.
• Facilitate internal and external Kick off and status meetings and oversee project critical paths
• Define schedule and delivery plans to communicate with customers and assess risk factors
• Ensure compliance with escalation and expedite management processes to ensure effective management, tracking, escalation, and timely resolution for escalated and expedite requests.
• Demonstration of ownership and accountability in all job functions including (but not limited to) management of all communication and delivery tasks during the service provisioning lifecycle, coordination of Test and Turn up and final hand off services
• Responsible for order fulfillment and administration for Business customer orders, ensuring that orders to cash procedures are executed with a goal of shortening the interval cycle to achieve billing.
• Manage Mac-D requests for installed R4B services
• Provide added value through tracking of all activity and acting as the liaison between Rogers and our Business Customers
• Build customer relationships by providing prompt and exceptional service through communication and delivery.
• Set expectations and hold people accountable; promote teamwork through open and honest conversations
• Take accountability and appropriate action to efficiently resolve issues
• Establish and maintain cross-functional relationships within Rogers departments

Qualifications:

• Understand the fundamentals and be able to implement integrated project/program strategies, CAPM, PMP certification an asset.
• Knowledge of Ethernet technology and topology, IP technology, SIP, MPLS, Wi‑Fi, Unified communications, Wireless technology and infrastructure.
• Solid understanding of telecommunications services and equipment.
• Three – five years’ experience in a telecommunications operation related field or environment
• Knowledge of Rogers Business services, products and procedures
• Post-Secondary education in a related technology or telecommunications field.
• ITIL Certification is an asset.
• Proficient in Microsoft Word and Excel.
• Proven and demonstrated leadership skills.
• Demonstrated excellent communication with technical and management staff, both verbal and written.
• A strong sense of teamwork and willingness to work in an ever-changing environment.
• Excellent presentation and communication skills.
• Entrepreneurial attitude and an ability to work with little supervision in a fast-paced environment
• Strong organizational skills
• Software skills: Microsoft Office, AS400, INSIS, Salesforce, V21, SGI, EWP
• Must be self-motivated, creative, and able to work as part of a team
• Core Competencies: Customer Focus; Teamwork; Communication; Accountability; Innovation
• Bilingualism (English/ French) is preferred

Spécialiste sénior de la prestation de services

Sommaire des fonctions :

Le spécialiste sénior, Prestation de services est chargé de la gestion proactive des commandes de client et de la communication des jalons établis à la clientèle interne et externe en s’assurant que l’exécution des commandes soit effectuée selon les étapes établies.

Ce spécialiste gère le déploiement des projets complexes sur le plan technique. Les responsabilités comprennent la mise sur pied de réseaux essentiels nécessitant une compréhension technique approfondie de la technologie et de la topologie Ethernet, des longueurs d’onde et du déploiement d’équipement réseau subordonné, de la technologie de protocole IP, du protocole d’ouverture de session SIP, des communications unifiées, des réseaux WiFi gérés, de l’Internet des objets (IdO) et de l’intégration de réseaux sans-fil complexes.

Responsabilités :

• Valider les demandes de commandes en ce qui a trait à la qualité technique en vérifiant les exigences des commandes par rapport aux offres de produits standard. S’il s’agit d’offres non standard, il doit veiller à ce que les approbations appropriées aient été accordées et que les ressources nécessaires au lancement ont été engagées.
• Recueillir les renseignements afin d’effectuer la saisie de commandes dans les systèmes de Rogers et gérer le cycle de vie d’une commande.
• Transmettre les détails de la conception technique aux ressources assurant la mise en œuvre.
• Animer les réunions de lancement à l’interne et à l’externe et les réunions sur l’état d’avancement des projets, et superviser les cheminements critiques des projets.
• Établir le calendrier et les plans de prestation pour communiquer avec les clients et évaluer les facteurs de risque.
• Veiller à la conformité aux recours hiérarchiques et accélérer les processus de gestion pour assurer son efficacité et le suivi, le bon déroulement des recours hiérarchiques et la résolution en temps opportun des demandes de recours hiérarchiques, et accélérer le traitement des demandes.
• Démontrer un sens de la responsabilité pour toutes les fonctions du poste, y compris, sans s’y limiter, la gestion de toutes les tâches de communication et de livraison pendant le cycle de vie de l’approvisionnement de services, la coordination des essais et de l’activation, et la remise définitive des services.
• Se charger de l’exécution et de l’administration des commandes des clients du service Affaires en s’assurant que les procédures, des commandes au paiement, sont exécutées de manière à réduire l’intervalle qui sépare la commande et la facturation.
• Gérer les demandes Mac-D pour les services Rogers service Affaires installés.
• Apporter une valeur ajoutée en assurant le suivi des activités et en servant d’intermédiaire entre Rogers et nos clients du service Affaires.
• Établir des relations avec les clients en leur offrant un service rapide et exceptionnel assuré par la communication et le respect des engagements.
• Définir les attentes et responsabiliser les employés; promouvoir l’esprit d’équipe au moyen de conversations ouvertes et honnêtes.
• Prendre la responsabilité et les mesures appropriées pour résoudre efficacement les problèmes.
• Établir et entretenir des relations interfonctionnelles au sein des services de Rogers.

Qualifications :

• Compréhension des notions élémentaires et aptitudes pour la mise en œuvre de stratégies de projets ou de programmes, certification CAPM et PMP, un atout.
• Connaissance de la technologie et de la topologie Ethernet, de la technologie IP, du protocole SIP, des MPLS, des réseaux WiFi, des communications unifiées, des technologies sans-fil et de l’infrastructure.
• Solide connaissance des services et de l’équipement liés aux télécommunications.
• De trois à cinq années d’expérience dans un secteur ou un environnement lié aux activités de télécommunications.
• Connaissance du service Affaires, des produits et des procédures de Rogers.
• Études postsecondaires dans le domaine des technologies et des télécommunications ou dans un domaine connexe.
• Certification ITIL, un atout.
• Maîtrise des logiciels Word et Excel de Microsoft.
• Compétences en leadership éprouvées et démontrées.
• Excellents talents de communication orale et écrite démontrés au personnel de l’équipe technique et de la direction.
• Aptitude marquée pour le travail d’équipe et volonté de travailler dans un milieu en constante évolution.
• Aptitudes marquées pour les communications et les présentations.
• Esprit d’entreprise et capacité de travailler avec un minimum de supervision dans un environnement dynamique.
• Excellent sens de l’organisation.
• Compétences logicielles : Microsoft Office, AS400, INSIS, Salesforce, V21, SGI, EWP.
• Personne motivée et créative qui peut travailler en équipe.
• Compétences générales : Orientation client, travail d’équipe, communication, responsabilité, innovation.
• Bilinguisme (anglais-français), un atout.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauchetiere O, Bureau 4000-Place Bonaventure - Montreal(182), Montreal, QC
Travel Requirements: None
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Project Management & Coordination
Requisition ID: 338718

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best.