What are the responsibilities and job description for the Service Delivery Program Manager position at TELUS Digital?
Primary Responsibilities
Description and Requirements
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Description and Requirements
- Lead strategic and operational planning to achieve core business goals, prioritize technology initiatives.
- Properly coordinate the evaluation , monitor project timelines, deliverables, and key milestones
- Supervise teams to architect, design, and implement successful IT projects that align business and IT objectives.
- Delivering rapid results and ensuring adherence to SLAs (Service Level Agreements) and meeting contractual obligations
- Addressing and resolving service delivery issues promptly and driving an architectural function with the ability to create enterprise architecture based on business requirements.
- Strong experience in setting architecture strategies including policies and roadmaps.
- Lead large-scale business application architecture, design efforts and ensure Client Relationship Management.
- Oversee service delivery team members, including hiring and performance management and resolve integration & interface issues between various applications or systems with a focus on optimizing application performance and scalability.
- Maintain operational efficiency and drive continuous improvement
- Identify patterns to improve service quality and delivery
- Ensure adherence to industry regulations and best practice.
- Passionate about the disruptive impact of digital and leverage strategy & advisory experience.
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
