IT Service Delivery Manager jobs

Bruce Telecom is the region’s local communication leader. We are still in the telephone business, but are so much more. Trustworthy home phone, freedom of mobile, access to high-speed Internet, digital television – we are right there with the high-quality, secure, reliable technologies that ensure our customers across the region have everything they need to keep on top of it all just about everywhere they are.

Job Summary:

The Network Manager provides leadership and technical oversight of Bruce Telecom’s network and internal IT operations, ensuring the reliable delivery of telephone, internet, and IPTV services as well as the effective operation and support of the company’s internal technology environment.

This role is responsible for the operation, maintenance, security, and continuous improvement of network and IT infrastructure while supporting efficient processes, strong technical performance, and consistent customer and employee experience.

Reports to:General Manager

Responsibilities:

Operational Leadership

· Align departmental planning, resources, and priorities with corporate strategy and key business initiatives.

· Oversee the operation, maintenance, security, and continuous improvement of Bruce Telecom’s networks and internal IT infrastructure.

· Monitor network and IT performance and identify opportunities to improve reliability, efficiency, security, and service delivery.

· Translate business objectives into actionable plans and communicate departmental priorities and expectations to the Network and IT teams.

· Contribute to departmental business, resource, and budget planning, including network and internal IT requirements.

· Oversee network, IT, and facilities requirements across Bruce Telecom locations.

· Identify, assess, and mitigate operational, technical, and cybersecurity risks, escalate issues as required.

· Provide technical leadership for network and IT projects, infrastructure initiatives, service improvements, and technology implementations.

· Ensure regulatory, company, security, and operational requirements are met, including required reporting and documentation.

· Evaluate emerging technologies and make recommendations that support business needs, operational efficiency, and long-term technology planning.

· Complete other duties as assigned to support the success of the business.

People Leadership and Performance

• Promote a strong safety culture and ensure employees understand and follow safe work practices.
• Establish clear expectations and hold team members accountable for performance and results.
• participate in recruitment, onboarding, and development of Network and IT team members.
• Support ongoing coaching, feedback, and development opportunities.
• Provide technical guidance and support to resolve complex network and IT issues and remove barriers to successful service delivery.
• Foster collaboration and cross-functional teamwork to improve operational effectiveness.
• Ensure company policies, procedures, security standards, and operational requirements are consistently followed.

Continuous Improvement and Change Management

· Promote a culture of accountability, collaboration, operational excellence, and continuous improvement across Network and IT functions.

· Identify and implement opportunities to improve network and IT operations, processes, systems, security, and service delivery.

· Lead and support changes to network and IT systems, processes, policies, and services.

· Assess the operational impact of proposed changes, involve appropriate stakeholders, and communicate requirements effectively.

· Develop and implement change plans that support effective adoption and sustainable results.

· Ensure appropriate documentation, procedures, and knowledge resources are maintained for network and IT systems.

· Maintain effective relationships with all departments, vendors, contractors, and customers.

Required Qualifications, Skills, and Experience:

• Post-secondary education in Telecommunications, Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• Strong knowledge of telecommunications networks, including IPv4/IPv6 routing protocols, Multicast and Unicast IP Video, VoIP protocols, TDM infrastructure, Voice Call Routing, DSLAM, and optical networks.
• Extensive knowledge of ISP infrastructure, network operations, and internal IT environments.
• Demonstrated experience leading technical teams and managing network and IT operations.
• Strong understanding if cybersecurity, infrastructure security, and technology risk management.
• Proven ability to lead projects, manage priorities, and implement technical solutions.
• Strong leadership, coaching, and performance management skills.
• Excellent analytical, troubleshooting, decision-making, and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to work effectively across departments with external partners.
• Demonstrated ability to manage multiple priorities and respond effectively to changing operational requirements.
• Strong process management and continuous improvement skills.
• Ability to interpret and implement company policies, procedures, and regulatory requirements.
• Able to pass CSIS and RCMP security clearances as required.

Working Conditions:

· Work in both office and field environments.

· Travel to network facilities, IT locations, and job sites as required.

· Regular communication with customers, employees, vendors, contractors, and other departments.

· Regular use of computers, telephones, and related technology.

· Participation in the Duty Manager on-call rotation.

· May be required to work outside regular hours to support network outages, IT issues, service interruptions, or operational requirements.

Physical Demands:

· Prolonged periods of sitting and computer use.

· Regular use of a computer, keyboard, and mouse.

· Frequent telephone communication.

· Travel and field visits, including access to network, IT, and equipment locations.

· May be required to lift or move equipment weighing up to 50 lbs.

Mental Demands:

· Ability to manage and prioritize multiple and changing workloads.

· Ability to work effectively under pressure, particularly during network outages, IT incidents, or service interruptions.

· Ability to manage customer and operational concerns professionally.

· Ability to work effectively with individuals and teams with diverse working styles.

· Ability to maintain focus, sound judgment, and confidentiality when managing sensitive technical and business information.

Hours of Work:

40 hours per week.

Participation in the Duty Manager on-call rotation is required.
This is a salaried position; hours and location may vary based on business requirements.

We are committed to an inclusive, barrier-free recruitment process in accordance with the Accessible Canada Act. Accommodations are available upon request for candidates with disabilities throughout the selection process.

Job Type: Full-time

Pay: Up to $100,000.00 per year

Benefits:

• Dental care
• Life insurance
• Paid time off
• Vision care

Ability to commute/relocate:

• Tiverton, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's Degree (preferred)

Experience:

• Leadership: 5 years (required)
• Network management: 5 years (required)

Work Location: In person