Manager Technology Strategy Jobs

Description

Join our team:

Are you looking for an opportunity to improve the TELUS customer experience by helping to make our services and platforms more reliable? As a key part of the Reliability Centre of Excellence, the TELUS Problem Management team is focused on identifying problems that impact our services to customers and coordinating the effort to prevent their recurrence.

This is an opportunity to lead a team that investigates high severity incidents, determines their root cause, and supports the development of a plan to ensure the incident never happens again.

Description:

The Impact You'll Make And What We'll Accomplish Together

As the Manager of Technology Strategy on the Problem Management team, you will manage a team of business analysts and consultants who investigate high severity incidents. By collaborating with stakeholders across the business you will help the organization investigate our crucial customer incidents, and report on findings to a variety of audiences, including internal leadership and government bodies. You will be integral to the company’s ability to continuously improve our award-winning customer first-experience. Your passion for demonstrating our values and making a difference for our customers, our shareholders, our communities and our team will help drive our success.

Here’s how:

• Enable the transformation of the team into a best in class Problem Management and Continuous Service Improvement organization – through systems, tools, processes and people
• Lead a team of professionals responsible for investigating high severity incidents, determining root cause, and supporting the development of an action plan to mitigate or prevent recurrence of the identified problems.
• Advise the business; proactively bring expertise and creative solutions to improve reliability and reduce time to repair
• Cultivate a culture of business ownership and engagement; elevate the Problem Management team to become a desired destination
• Support the team with all executive reporting on a weekly, monthly and adhoc basis
• Develop a people plan that forecasts future requirements in terms of quantity of resources and skill level

Qualifications

What you bring

• Familiarity with Problem Management, ITIL and / or investigations
• Capability to thrive in a continuously changing and dynamic environment
• Proven leadership with the ability to coach, mentor and develop team members effectively and successfully
• Ability to influence all levels of management including cross-functional teams and senior executives
• 5+ years of experience in Telecommunications or related field
• Ability to communicate clearly and effectively to a wide variety of audiences, verbally and in writing
• Comfortable with technology and participating in discussions about technical issues

Great-to-haves

• University Degree in business, computer science, engineering or related discipline
• MBA is considered an asset
• Experience in a people leadership role