Essential Functions
To provide superior leadership to the Service Assurance department and ensure professional, accurate, and timely delivery of data requirements to Trilliant’s customers.

Responsibilities

• Lead, manage, and coordinate a team of IT professionals to ensure customer SLA’s (Service Level Agreements) are satisfied. 
• Drive the Continuous Improvement Program based on quality metrics and customer feedback.  Propose actionable items and relative changes to process as necessary to support objectives.
• Constantly assess and recommend changes to existing support infrastructure, processes, and systems
• Ensure all scheduled and one-off data projects are performed accurately and in a timely manner.  Assess and perform adjustments as necessary.
• Work diligently with members of the System Integration, IT, and Development teams to deliver timely solutions to internal, existing, and new customers. 
• Create, organize, and maintain documentation specific to procedures and deliverables for each customer.
• Support Trilliant’s internal customers as required and continue to build/enhance data reporting tools to meet critical business requirements
• Manage customer complaints and ensure messaging is delivered to appropriate internal groups as required.
• Provide summarized statistical reports to the Senior Manager on key performance indicators.
• Assist with monthly financial analysis of the operating group and make recommendations as necessary
• Other duties as they arise

Qualifications

• Post secondary degree or diploma or equivalent work experience
• Intermediate database experience with Oracle 10g+ and SQL 2000+
• Electrical Utility experience would be an Asset
• Minimum five years related experience
• Minimum five+ management role experience
• Good knowledge of IT best practices and procedures
• Detail oriented and able to handle confidential information
• Excellent verbal and written communication skills
• Computer proficiency

Personal Attributes

• Excellent communication (both verbal and written/documentation) and time management skills.
• Eager to continually learn new technologies and thrives in dynamic learning environments.
• Excellent multitasking skills and the ability to prioritize in a fast paced environment.
• Enjoys working in a team environment.