Senior Program Manager - Enterprise Service Management

Location: 

Burnaby, BC, CA Calgary, AB, CA, T2G 1S5 Montréal, QC, CA Qu?bec City, QC, CA Vancouver, BC, CA Toronto, ON, CA Winnipeg, MB, CA Halifax, NS, CA Qu?bec, QC, CA Regina, SK, CA Ottawa, ON, CA Edmonton, AB, CA

Req ID:  46780
Jobs by Category:  Technology Solutions
Job Function:  Technology
Status:  Full Time
Schedule:  Regular

 

Be a part of a transformational journey with innovative talent and leading-edge technologies.

 

Our team and what we’ll accomplish together

 

Working as a cohesive unit, our team leverages cutting-edge ServiceNow technologies to enhance and streamline enterprise service management for our customers. By fostering a collaborative environment, we aim to deliver exceptional service quality and continuous improvement. Together, we will drive transformational change, optimize service delivery processes, and establish TELUS as a trusted partner for our clients. Your leadership will be instrumental in guiding our efforts, ensuring we meet and exceed customer expectations while maintaining high standards.

 

What you’ll do

 

As the Senior Program Manager - Enterprise Service Management, you will work daily with our project coordinators, sales, and technical team members (ServiceNow Admins, Developers, Architects, and Management Consultants) who operate, administer, develop, and transform ServiceNow instances for our customers. Your duties and responsibilities will include:

 

  • Day-to-day operations management of the Enterprise Service Management delivery team
  • Provide leadership and supervision of task assignments and service quality
  • Implement service improvements for both processes and tools
  • Work closely with the Sales team to understand delivery capacity requirements and onboard new customers
  • Assist the sales process when required to discuss Enterprise Service Management offerings and capabilities
  • Assist in sizing requirements for Enterprise Service Management services offerings in proposals and the sales process
  • Understand SLA commitments and manage/report on SLA response times, resolution times, and SLA breaches
  • Demonstrate awareness of current customer support requirements, issues, and resolutions to support continual service improvement
  • Provide regular management reporting where required
  • Work with the PMO and Delivery Team to provide quality and timely service delivery and support
  • Adequately report on staffing levels to optimize delivery capacity and maintain profit margins
  • Act as an escalation point for customer issues on service quality and responsiveness
  • Other duties as required

 

 

 

What you bring

 

  • Strong organizational skills and time management
  • Experience in supporting, optimizing, and growing technical delivery teams, ideally in the ServiceNow platform
  • 2+ years of experience leading technical teams of 5 resources or greater
  • Deep understanding of Service Delivery and Service Management

 

Great-to-haves

 

  • Presentation and negotiation skills with C-Level or Director level customers
  • ServiceNow certifications
  • ITIL v3 or v4 certification

 

*This is a fully remote position, allowing you to work from the comfort of your own space. You’ll be connected with our team through virtual communication and collaboration tools.

 

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

 

Salary Range:  $97,000-$145,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re 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’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re 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’re 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.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

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.