Technical Product Manager - SMB Systems Team

Description

Our team and what we’ll accomplish together:

We’re a customer-driven and product-minded team within SMB at TELUS, responsible for our company’s value chain evolution. We simplify systems and automate processes so that Sales and Operations teams can focus on what matters most, our Customers.

SMB Systems Transformation’s mission is to make life easier for our Customers and for our team. We build and enhance the SaaS platforms that support our value chains and customer journeys - from Leads to Opportunities, from Contracts to Orders, from Fulfillment to Billing, all the way to Day 2 support – and that are used every day by thousands of TELUS team members nationally, across multiple functions.

Our team includes a passionate group of strategists, capability owners, project managers, business analysts and change management experts. We work closely with partners across the organization to design, build, and implement meaningful system enhancements that drive value for the organization.

What you’ll do:

We are looking for a passionate team member to join our SMB Systems Transformation Team as a Technical Product Manager. We are in a period of hyper growth within the SMB systems development team. With growth comes a lot of opportunity to positively impact the daily activities of our users and our customers. As a key driver of change, you will have the opportunity to shape the future of our organization and play a pivotal role in leading the implementation of cutting-edge technologies that will revolutionize the way we deliver services and exceed customer expectations.

There also comes increased need to clearly articulate our strategy and roadmap with stakeholders to ensure we have alignment on priorities and interlock on readiness activities. As the Technical Manager, SMB Service Management, you will be among the key resources helping to drive this strategy and ensure it is accepted by our stakeholder group. This is critical for our ability to optimize our delivery plan with key partners and successfully deliver benefits to the business.

The role provides a high degree of interaction with senior leaders in the organization where you will be expected to lead conversations on future capabilities, tradeoffs, risks and performance of the portfolio against our commitments in one of the most exciting growth periods of our journey.

• Stakeholder alignment on our system evolution vision
• Build the trust and confidence in our roadmap to enable a large scale change in how business operates
• Drive a culture of change and continuous improvement

Qualifications

What you bring:

• Experience – advanced level of ServiceNow and ITIL processes
• Vision – ability to step outside the role and view things as our stakeholders do to deliver our message in their language
• Creativity – the problems we are trying to solve are complex and they take time. Our message must be simplified to resonate with a diverse set of stakeholders and get them to do things we have not done before
• Team focused – A highly collaborative and team-first mindset, understanding that our culture is our largest asset and success is a collective achievement
• Flexible - ability to work with a diverse technical team and simplify the message to an executive presentation
• Financial acumen - Ability to use data-driven analysis to determine the optimal time to unlock benefits, and conducting thorough cost/benefit analysis for transformational programs to ensure a strong return on investment
• Agile Product Ownership – Expert-level knowledge and practical experience with Agile and Scrum methodologies, including the ability to define the product vision, manage and prioritize the product backlog, write clear user stories, and collaborate with cross-functional teams to maximize delivered customer value

Great-to-haves

• University degree and/or equivalent combination of experience and education
• ServiceNow Certification
• ITIL certification
• PMP certification
• Bilingual (English/French)