Job Description

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:

• 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
• Enable the transformation of the team into a best in class Problem Management and Continuous Service Improvement organization - through systems, tools, processes and people
• Cultivate a culture of business ownership and engagement; elevate the Problem Management team to become a desired destination
• Develop a people plan that forecasts future requirements in terms of quantity of resources and skill level
• Support the team with all executive reporting on a weekly, monthly and adhoc basis

Qualifications

Qualifications

What you bring

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

Great-to-haves

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

A bit about us

We\xe2\x80\x99re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion
TELUS\xe2\x80\x99s annual revenue

$4.8 billion
The brand value that TELUS brings

12
Consecutive years our annual dividend payment has increased

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Telus