Req Id: 422398

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 value diversity and provide a supportive, 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.

We are seeking a Senior Technical Product Manager ( ServiceNow) Customer Service Management to lead the product strategy, roadmap, and delivery of key digital transformation initiatives on the Customer & Channel Experience (CCX) team.

• ServiceNow CSM and Knowledge Management Product Strategy: Drive the strategic vision for our use of ServiceNow Customer Service Management and Knowledge Management solutions to enable seamless, personalized, customer experiences.
• Solution Design and Product Innovation: Lead the design, development, and implementation of ServiceNow CSM solutions, ensuring alignment with business requirements and platform best practices.Stay abreast of emerging trends and new platform capabilities to drive continuous innovation.
• Product Lifecycle Management: Lead product journeys through concept, launch, development, iteration, and optimization
• Product Development Oversight: Drive product development activities, collaborate with technical teams, and be the "control tower" that identifies and mitigates risks and roadblocks
• Channel Strategy: Lead the design and development of omni-channel strategies to drive effective reach, distribution, personalization, and value optimization.

Leadership behaviours:

• Identifies and pursues new opportunities when they arise, grasping the major benefits to the organization.
• Looks at complex issues from multiple angles; gains a sound understanding of the topic.
• Conveys information clearly, concisely, and professionally.
• Experiments to find the best possible solution and gains insight from test cases.
• Readily involves others as appropriate to accomplish individual and group goals.
• Continuously improves own leadership capabilities.

• Customer Focus: You're passionate about delivering exceptional customer experiences.
• Growth Mindset: You believe in continuous learning, improvement, and adaptability. You embrace challenges and view setbacks as opportunities for growth
• Technology Expertise: Demonstrate a strong understanding of and willingness to learn about digital technologies and platforms, with implementation experience in ServiceNow CSM & Knowledge Management preferred. This includes leveraging these platforms to enhance business processes and improve operational efficiency.
• Problem-Solving: You excel at solving complex problems, crafting compelling narratives, and finding efficient automated solutions.
• Strong Communication: You possess excellent written and verbal communication skills, with a meticulous attention to detail and ability to drive consensus on proposed solutions.
• Analytical Mindset: You thrive on identifying areas for improvement, possess strong analytical skills, and are comfortable working with large datasets.
• Teamwork: You're a collaborative team player, able to effectively collaborate with colleagues, senior leadership, and cross-functional teams.
• Adaptability: You embrace ambiguity and can confidently present recommendations for next steps.
• Organization & Time Management: You're highly organized, adept at prioritizing tasks, managing multiple projects, and meeting deadlines with accuracy.

• Bachelors degree in engineering, computer science, or related STEM field is highly preferred
• Development experience with Service Now CSM, Knowledge Management and possession of ServiceNow CSM Certified Implementation Specialist certification is highly preferred
• 5 to 7 years of recent work experience supporting and managing customer/ agent experience projects and design initiatives within a large, customer-first environment
• Design Thinking and Agile tools (i.e. Confluence, Jira, Miro) experience is an asset
• Telecommunications experience, IT, Technology, Finance, or exposure to a variety of strategic roles
• Excellent project management and change management skills
• Experience translating concepts into capability, resource, and product/service requirements
• Involved in large-scale transformational projects and operations as an analyst/developer/project manager
• Valued for executing cutting-edge projects with technology components in a complex, matrixed environment
• Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations
• Bilingualism is an asset (English and French)

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 04/09/2025

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.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.

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 [email protected] 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 for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.