Senior Program Manager

Description

Join our team

Are you passionate about technology and proficient in driving business strategies focused on reliability excellence? We are looking for a Senior Program Manager to lead our multi-year network reliability transformation program involving partners from all across TELUS. You will work with stakeholders to identify opportunities, prioritize initiatives, enable process improvements, and ensure execution of all key deliverables. Our diverse, cross-functional Reliability Centre of Excellence team requires inspirational leadership to support world class assurance.

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

As a Senior Program Manager within our Reliability Centre of Excellence portfolio, focused on Network Ticketing, Incident Management, and Customer Response realms, you will optimize operational objectives, practice sound skills in project management and reporting, and make recommendations to executives in a culture of learning and continuous improvement. You will also be a vital player in influencing 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 a group of business analysts to execute on program deliverables, 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

• Execute program plans (quality, risk, communication, staffing, budgets, technical performance, etc.) to align the program outcomes with the reliability strategic plan and stakeholder expectations
• Ensure control of projects dealing with conflicting priorities, issues, risks, dependencies and change
• Establish an ongoing method of reporting and sharing of program details effectively with Senior Executives and Operational team stakeholders
• Proactively bring expertise and creative solutions to improving processes, team effectiveness, and productivity
• Identify opportunities for automating processes, streamlining of systems and operations, and synergizing with peer teams to drive outstanding experiences
• Coordinate and lead program initiatives with various stakeholders, including business analysts and technology subject matter experts
• Establish strong feedback and continuous improvement loops with the teams to 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, Business, or Commerce
• You possess Program and/or Project Management Certification (ie. PMP designation)
• You have solid Program Management experience for 5+ years in your most recent roles
• You have intermediate to advanced knowledge of Wireless Telecommunications (HSPA, LTE, 5GNR, IP), Wireline Telecommunications (GTD5, DMS, 5eSS, CS20 and STP services), IP related technologies (Transport network, Backbone routers, Core technologies)
• You have intermediate to advanced knowledge with Incident Management practices, Change Management fundamentals, fault management ticketing systems (ie. Remedy), and Customer Campaign communication practices
• You are respected for your proven track record in driving transformation programs forward with advanced project planning and execution skills for network related programs
• You have been commended for your excellence in communications and reporting (clear, concise and influential) for Senior Executives and other program stakeholders
• You are highly skilled in planning and time management, with the ability to prioritize and multitask in a rapidly changing environment
• You have deep insight of the fundamentals of taking a problem, conducting analysis, building recommendations, and executing on those recommendations
• You are an expert written and verbal communicator with an obsessive eye for quality
• You are known to manage high volume workloads while maintaining great 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
• You are talented at coaching and inspiring others to accelerate program deliverables in an effective manner

Great-to-haves

• Background and/or past work experience in telecommunications operations, Network DevOps, or IT systems operations
• Experience with developing in, and using, data analytic and reporting tools (e.g. Excel, Domo, Tableau, Jira, PowerPoint, etc.) and the ability to understand complex data as well as providing meaningful insight to others
• MBA degree
• PMP designation
• ITIL certification
• Agile/Scrum Master certification