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About the Role

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell’s Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell. As part of our team, you will be at the heart of our customer experiences.

Responsibilities

Lead a multidisciplinary team of ServiceNow product managers, architects, developers, business analysts, and delivery partners.
Own and drive the strategic roadmap, delivery, and continuous evolution of ServiceNow capabilities across ITSM, OMT, and TSOM domains.
Lead large-scale enterprise transformation programs from strategy through execution, ensuring alignment with business objectives and technology roadmaps.
Provide executive-level leadership and communication, presenting recommendations, investment proposals, roadmaps, risks, and progress updates to senior leadership teams.
Partner closely with Business Units, Technology Services, Enterprise Architecture, Operations, Security, and external partners to deliver integrated solutions.
Establish governance, standards, and best practices to ensure platform scalability, reliability, security, and operational excellence.
Translate complex business challenges into innovative technology solutions while balancing short-term execution and long-term strategy.
Lead prioritization, resource planning, and execution across multiple concurrent initiatives and releases.
Foster a culture of accountability, innovation, continuous improvement, and high performance.
Mentor and develop a team of high-performing ServiceNow professionals and future leaders.
Manage complex stakeholder environments and drive alignment across organizations with diverse priorities and objectives.

Requirements

Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or equivalent practical experience.
10+ years of experience delivering enterprise technology solutions and transformation initiatives.
5+ years of experience leading technical and business teams in complex organizational environments.
Deep expertise with the ServiceNow platform and its enterprise application ecosystem.
Demonstrated experience with IT Service Management (ITSM).
Demonstrated experience with Order Management for Telecommunications (OMT).
Demonstrated experience with Telecom Service Operations Management (TSOM).
Proven track record delivering large-scale, cross-functional programs with significant business impact.
Strong executive communication and presentation skills, including experience presenting to Vice Presidents and executive leadership teams.
Exceptional stakeholder management, negotiation, and influencing capabilities.
Strong leadership skills with the ability to guide teams through ambiguity and organizational change.
Proven analytical, problem-solving, and strategic thinking capabilities.
Experience within Telecommunications, Managed Services, Enterprise Technology, or Digital Transformation environments.
Experience leading ServiceNow platform transformations at enterprise scale.
Understanding of AI-enabled ServiceNow capabilities including Now Assist, AI Agents, Automation Engine, and workflow automation.
Knowledge of Agile delivery methodologies, product management practices, DevSecOps, and modern operating models.
Experience managing strategic vendor and partner relationships.
Strong understanding of ITIL and operational excellence frameworks.
Demonstrated success leading organizations through significant transformation and organizational change.
Strategic thinker with hands-on execution capability and a bias toward delivering measurable business value.
Ability to navigate uncertainty, define direction in ambiguous situations, and successfully execute against evolving priorities.
Adequate knowledge of French is required for positions in Quebec.

Skills

ServiceNow platform
ITSM
OMT
TSOM
AI-enabled ServiceNow capabilities
Now Assist
AI Agents
Automation Engine
workflow automation
Agile delivery methodologies
product management practices
DevSecOps
modern operating models
ITIL
operational excellence frameworks
stakeholder management
negotiation
influencing
analytical
problem-solving
strategic thinking
executive communication
presentation skills

Location

Canada : Ontario : Toronto
Canada : Quebec : Montreal

Work Type

Hybrid
Management
Regular - Full Time

Experience Level

Senior Manager
10+ years of experience delivering enterprise technology solutions and transformation initiatives
5+ years of experience leading technical and business teams

Education Level

Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or equivalent practical experience.

Benefits

Comprehensive compensation package
Competitive salary
Medical benefits
Dental benefits
Vision benefits
Mental health benefits
35% discount on Bell services
Access to exclusive partner offers

About the Company

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
Bell, one of Canada's Top 100 Employers.

Equal Opportunity

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.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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 recruitment@bell.ca 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.