Service Delivery Lead

Manitoba Hydro International Ltd.

Manitoba Hydro International Ltd. (MHI) provides innovative solutions to help customers in the energy and telecommunications sectors. We are a subsidiary of one of Canada’s most highly regarded energy utilities, Manitoba Hydro, and proudly bring over a century’s worth of utility best practice experience and our global expertise to every customer we serve. For more information, visit mhi.ca

Manitoba Hydro Telecom

As a division of MHI, Manitoba Hydro Telecom (MHT) is a facilities-based, carrier-class telecom service provider with a comprehensive network in Winnipeg and Rural Manitoba. In conjunction with Manitoba Hydro Communication Department, it operates, monitors, and maintains one of the largest broadband communications networks in Manitoba. For more information, visit mht.mb.ca.

Your Role:

Under the direction of the Projects and Contract Management Section Head at Manitoba Hydro, the Service Delivery Lead plays a key role in supporting the operational success of Manitoba Hydro Telecom (MHT). This position is responsible for coordinating the delivery of broadband services, ensuring compliance with regulatory standards, and supporting initiatives related to customer service, and contract execution.

The successful candidate will work closely with internal teams, and customers to ensure timely and high-quality service delivery, and contribute to continuous improvement in MHT’s operations and customer experience.

Customer Service & Relationship Management

- Act as primary liaison for customer service changes, quotes, contracts, and escalations.

- Build and maintain relationships with existing and prospective customers.

- Ensure accurate documentation in CRM systems.

- Manage credit and collections for assigned accounts.

Contract Administration

- Develop, negotiate, and manage Master Services Agreements and commercial contracts (providing or procuring contracts).

- Lead preparation of RFPs, tenders, financial proposals, and subcontracts.

- Oversee contract deliverables and handle customer inquiries, proposals, and renewals.

- Conduct negotiations with customers, stakeholders, and funding sources.

- Maintain records of contract terms, renewals, and compliance.

Regulatory Compliance

- Ensure adherence to telecommunications regulations (e.g., CRTC).

- Prepare and submit documentation for audits, filings, and reports.

- Collaborate with legal, finance, and technical teams on policy and risk matters.

Telecommunications Operations

- Manage broadband service delivery, internet gateway infrastructure, and data center operations.

- Monitor service levels and vendor performance against SLAs.

- Oversee operational budgets, forecasts, and resource allocation.

“Principal Duties are intended to be an accurate reflection of the main duties essential for this position. They are not an exhaustive list of all duties, tasks and responsibilities.”

About You:

A four-year related Degree from a university of recognized standing with a minimum of four (4) years related experience, of which two must be directly related to operational management, contract administration, customer service and strategic planning in the Telecommunications or related industry.

-or-

A two-year related Diploma from an institute of recognized standing, plus a minimum of six (6) years of directly related experience, of which two must be directly related to customer engagement, contract execution and administration, and strategic planning in the Telecommunications or related industry.

- Experience in telecom service coordination

- Strong understanding of fiber optic networks, broadband technologies, and telecom regulations.

- Commitment to innovation and maintaining an understanding of the industry, enhancements, growth, and changes in the telecom industry.

- Aptitude for reviewing and interpreting legal agreements and policies.

- Demonstrated high degree of initiative, organizational skills, mature judgment, and ability to work independently, while functioning in a team environment within the organizational setting.

- Ability to plan, organize and control activities of various concurrent work assignments within the area of responsibility with minimum supervision.

- Excellent interpersonal skills

- Strong software skills in standard Microsoft applications including SharePoint.

- Knowledge of budgeting and financial procedures would be a significant asset.

- Adaptable and flexible to changes in workplace and business requirements.

- Experience in utility-based telecom environments considered an asset.

- Must obtain and maintain a current Personnel Risk Assessment and a clear security rating.

Why Build Your Career at MHI?

At MHI, we offer more than just a job – we provide a dynamic and rewarding career experience:

- Great Benefits: Access comprehensive extended healthcare coverage and a defined-benefit pension plan.

- Competitive Compensation: Receive a salary that reflects your skills and contributions.

- Flexible Work Options: Work remotely on Mondays and Wednesdays with our hybrid schedule.

- Nine-Day Work Cycle: Enjoy approximately every other Monday off for better work-life balance.

- Empowered Work: Take ownership of your projects with a high level of autonomy and responsibility.

- Client-Facing Opportunities: Gain valuable business experience through direct communication with clients.

- Supportive Development: Benefit from personalized coaching and hands-on training to help you thrive professionally.

- Diverse Workdays: Enjoy a variety of tasks — no two days are ever the same.

- Flex Time: Customize your schedule with flexible hours to suit your lifestyle.

- Positive Culture: Be part of a friendly, relaxed, and collaborative corporate environment.

Qualified candidates with a commitment to excellence and a desire to join a winning team are invited to apply to this job posting with a resume and cover letter by October 17, 2025 at 4:30 p.m.

We thank you for your interest and will contact you if you are selected for an interview.

Job Types: Full-time, Permanent

Pay: $76,020.30-$105,230.95 per year

Benefits:

- Company pension

- Dental care

- Disability insurance

- Employee assistance program

- Extended health care

- Life insurance

- Paid time off

- Vision care

- Wellness program

Work Location: Hybrid remote in Winnipeg, MB R3E 3G2