Senior Program Manager - Enterprise Service Management

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.