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Manager - Technology Strategy

Vancouver, BC

Join our team


Are you passionate about technology and proficient in developing business strategies focused on reliability excellence to help transform an operations team? We are looking for a bright, collaborative, and highly motivated leader to create and foster a high-performance culture where team members are empowered and encouraged to deliver the best outcomes for our customers. You will work with stakeholders to identify opportunities, prioritize initiatives, enable process improvements, elevate team engagement, and ensure execution of all key deliverables.


Our diverse, cross-functional Reliability Centre of Excellence team requires inspirational leadership to support world-class assurance. You would be joining a 24x7 operations team of onshore and offshore professionals responsible for facilitating the expedient and effective resolution of the highest severity incidents affecting TELUS Corporate Systems and Health Operations applications/platforms.


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


As the Manager of Technology Strategy within our Reliability Centre of Excellence portfolio, you will lead initiatives to translate business strategies into action, leverage data analytics to optimize operational objectives, and offer coaching while developing a culture of learning and continuous improvement. You will also be a vital player in collaborating with key stakeholders to develop program roadmaps, identify innovative solutions to existing problems, and champion them through to implementation.


Our industry and technologies are constantly changing, so an essential part of being successful in this role involves being able to adapt and thrive in an environment of change. On any given day, you could be tasked with developing a new strategy to work with leaders to improve a reliability process or guideline, lead the team during high-pressure technical and management bridges for restoring critical services in real-time, implement training, roll out adoption of digitized systems, or prepare a business case or operational program initiative. If you have insatiable curiosity, relentless drive, and limitless optimism, we’ll be excited to have you join us to tackle some of our biggest opportunities and challenges.


Here’s how


  • Develop reliability strategies and initiatives related to elevating the TELUS culture of reliability for a 24x7 operations team
  • Leverage monthly reporting and scorecard/dashboard metrics to optimize performance on the team
  • Identify opportunities for implementing AI use cases, automating processes, streamlining of systems and operations, and synergizing with stakeholder teams to drive outstanding experiences
  • Ensure world-class assurance of systems performance and customer experience by creating clear accountability, communications, guidelines, and escalation paths on the team
  • Provide resilient leadership to a geographically diverse and virtualized team
  • Embrace and effect change on the team through a mindset of curiosity and ownership
  • Establish strong feedback and continuous improvement loops with the team and stakeholders that drive the right balance between financial outcomes, customer experience and team member success


Qualifications


You’re the missing piece of the puzzle


  • You hold a university degree in Engineering, Computer Science, or Business
  • You have led a team for 3+ years, with a proven record of maintaining high engagement
  • You have transformed teams towards achieving high performance and accountability
  • You are recognized for your ability to lead teams in fast-paced and demanding operations-heavy environments
  • You are never satisfied with the status quo and always seek avenues to continuously improve
  • You are recognized for your strong understanding of IT Service Management, technology and networking architecture, financial acumen, and business processes
  • You are sought out for your proven ability to quickly grasp complex technical concepts and synthesize them into clear and meaningful communications
  • You are able to communicate a clear vision to the team and stakeholder teams by framing differing viewpoints
  • You are familiar with using multiple channels to disseminate information such as best practices, operational updates, and learning programs
  • You are an expert written and verbal communicator with an obsessive eye for quality
  • You are known to manage high-volume workloads while maintaining high levels of quality and attention to detail
  • You are able to learn quickly from success or failure, apply sound judgment, and get things done all while navigating through change, ambiguity, and high-pressure environments


Great-to-haves


  • Background and/or past work experience in telecommunications, data centre, network, corporate security, health operations, or systems operations areas
  • Previous experience leading a 24x7 team
  • Past experience leading offshore teams and/or external contractors
  • MBA degree
  • PMP designation
  • ITIL certification


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