Your role:
As an active member of TELUS International, you will be in the heart of a major TELUS transformation program supporting it as a DPO/DS Program Manager.
As a Manager of TELUS International (TI), you will lead the delivery of the Shared Application Development Services with the TELUS Business Transformation and Operations team. With team members currently located in Canada, Central America, Philippines, and India, you will support teams that deliver IT outsourcing services to TELUS.
This role will include onboarding and knowledge transition for new team members, demand/supply management to support the stakeholders, recruitment of Canadian based resources, new opportunity development, service delivery, performance and executive reporting. You will also work with leaders in TELUS to drive continuous improvement of TI's delivery model for the Shared Application Development Services team.
Responsibilities:
- Manage service delivery performance for the Shared Application Development Services team in TI
- Collaborate in the identification and execution of business partner opportunities. Partner with client service management and global pricing team on the development of these new business development activities.
- Support team members in Canada and partner with regional country leaders to provide performance and coaching feedback for team members in all geo’s.
- Provide clear and concise information and communications to stakeholders - both in TI and external business units
- Manage resource forecasting, client billing and team member demand vs. supply
- Coordinate creating and execution of contracts (Statements of Work) and Change Orders
- Provide direction to the TI Operations teams for demand management, opportunity development, recruitment and retention, team member performance and service delivery performance
- Transform as needed the service delivery framework for the Shared Application Development Services in TI
- Drive improvements in productivity, capability and partner/employee satisfaction, and drive implementation and adherence to standard methodologies, processes and ongoing continuous improvement
- Collaborate with regional TI management on training and skills development for assigned team members
Required Knowledge:
- Strong information technology background with demonstrated use of collaboration tools and technologies
- Proven ability to lead large development teams (full Software Development Life Cycle (SDLC))
- Experience working in a matrix organization and supporting cross-functional teams
- Familiar with executive-level reporting
- Experience supporting teams outside Canada
- Ability to lead process improvements and implement changes across multiple functional teams
- Experience with Waterfall, Agile & DevOps methodologies
Required Skills:
- A university degree in Business, Computer Science or Engineering or a College Diploma with the required experience demonstrated by progressive leadership responsibilities
- Minimum of 10 years of relevant experience in information technology services and/or consulting with progressive leadership experience
- Experience leading and coaching/developing team members
Skills:
- Demonstrated cross-functional leadership skills
- Proven project and program management skills
- Strong interpersonal, oral, and written communication skills
- Ensures high performance at TELUS through active participation, a positive and optimistic approach to teamwork; and works to create future-friendly experiences for our customers
- Applies knowledge of business acumen and principles to effectively deliver on personal and team goals
- Strong financial acumen, including assessing, managing, and forecasting the financial impact of an internal or external decision or event
- Telecom background preferred
- IT Consulting and Outsourcing background preferred
- Fluent French (Verbal/Written) desirable
Additional Job Description
As an active member of the TELUS International, you will be in the heart of a major TELUS transformation program supporting it as a DPO/DS Program Manager.
