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Director - Service Operations Centre

Vancouver, BC
Full Time
13 hours ago

Lead a high performing, passionate team that's propelling reliability to new heights and playing a pivotal role in delivering exceptional experiences to our customers.

Join our team

The Reliability Centre of Excellence within Technology Strategy & Business Transformation is powered by a high performing and passionate team with a vision to achieve unparalleled reliability across all our products and services.

We work tirelessly to ensure TELUS is continuously embedding reliability in our networks, services, IT architectures and operations, while elevating our reliability-focused culture through every fibre of the company. This team has technical expertise, innovative ideas and business smarts - and we won't waver in our focus in driving results to enable exceptional and reliable customer experiences!

Here's the impact you'll make and what we'll accomplish together

As Director, Technology Strategy leading the Service Operations Centre, you'll report to the Vice-President, Reliability Centre of Excellence, and inspire and lead an engaged team of thought leaders and go-getters. The Service Operation Centre team is focused on providing customer perspective to operations, helping the business see into the experience of individual subscribers across all TELUS services. In developing a real-time, customer-centric view into the performance and availability of our offerings, you'll drive business outcomes that improve the reliability of our services, the retention of our customers and the upselling of our products.

Leverage your technical and leadership capabilities to proactively guide the team through the collection, analysis and resolution of reliability-impacting issues across all TELUS services. In doing so, you'll drive improvements in reliability, productivity, efficiency and internal partner satisfaction. Your passion for driving change and delivering reliable outcomes for our business & customers makes this an exciting time to lead the team as it continues to grow in size and mandate.

In addition to leading your team to new heights, you'll partner closely with technology teams and Customer Experience teams to ensure the Reliability Centre of Excellence is prepared to deliver on their expectation of product reliability. In addition, you'll be collaborating with and influencing a diverse group of senior leaders to determine business imperatives, prioritization of products and services, and project timelines. This challenging and rewarding work is instrumental in progressing both our Reliability-by-Design culture and our Customers First promise across TELUS.

Here's how
    •Provide strategic vision and leadership to a highly engaged, high performing team by motivating team members and providing guidance on performance, development and career growth
    •Act as trusted advisor and collaborative partner, fostering strong relationships with all stakeholders across the organization to collectively drive the strategic priorities and evolving needs of the business
    •Lead multi-disciplinary and cross-functional teams in a matrix structure to successfully deliver on objectives
    •Uphold our culture of reliability by proactively collaborating with the appropriate teams to identify and remediate risks to our systems (i.e. creating plans to address opportunities)
    •Develop, engage, socialize and gain approval on reliability-driven business cases and strategies
    •Create and deliver presentations to executive leadership on key reliability opportunities and initiatives
    •Manage cross-functional projects and prioritize backlogs to support focus on reliability


You're the missing piece of the puzzle
    •You are distinguished for your success in leading, engaging, developing and inspiring geographically dispersed teams of technical professionals who identify with a culture of accountability, high performance and collaboration
    •You are known for your collaborative approach and exceptional influencing and communication skills and have the ability to build and maintain strong partnerships with stakeholders including executive leaders
    •You have a proven track record of driving change and process improvements internally and cross-functionally into other areas of the business
    •You are respected for your strategic, big picture thinking and ability to effectively manage diverse, dynamic, competing priorities in day to day operational accountabilities
    •You are commended for your business and financial acumen and advanced analytical, critical thinking and problem solving skills
    •You are regarded as an exceptional communicator, influencer and negotiator, able to drive alignment through compelling storytelling and presentation to executive audiences
    •You have an understanding of big data analytics and the cycle of applying and measuring continuous improvement
    •You are experienced with Agile principles and have demonstrated project delivery following Agile methodologies & applying best practices
    •You hold a university degree in Computer Science, Engineering or Business Administration
    •Valued for your significant and successful experience in a management position

    •Familiarity with network delivery of consumer home communication and entertainment products (IPTV, high speed internet, home security and monitoring) and wireless technologies (3GPP standards, 3G, 4G, 5G, VOLTE, IOT)
    •Experience with big data platforms (Hadoop, GCP) and analytics
    •Lean Six Sigma certification or experience

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Information Technology