Director, Service Delivery Jobs

About TELUS International

TELUS International (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 70,000 team members and delivery centers across 28 countries in North and Central America, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusinternational.com

Position Overview

The Director of Professional Services, will work with leadership to set a clear and ambitious vision while thinking strategically about how TELUS International's vision will impact the overall company. The Director of professional services is a mentor and coach to both Technical Services and Client Support team members and a hands-on manager to a team of direct reports. As a member of the leadership team, you will assist with developing and implementing various internal initiatives to promote organizational growth and advancement in team enablement, collaboration, innovation, and communication.

Responsibilities:

• Tracking delivery performance against SOWs and Change Orders to ensure a successful project delivery
• Optimize profitability and customer satisfaction through technology
• Strong knowledge of IT requirements / demands in call center operations. Proficiency with MS Office applications (i.e. MS Word, Excel).
• Excellent written and verbal communication skills
• Excellent project management, communication, and interpersonal skills
• Creates and executes project work plan and estimates and revises as appropriate to meet changing needs and requirements; communicates effectively with clients to identify needs and evaluate alternative business solutions; continually seeks opportunities to increase customer satisfaction and deepen client relationships
• 15-20+ years of experience in contact center technology operations, architecture, development and/or customization
• Continuously expands knowledge around new technologies.
• Be responsible for the overall leadership and lead role in managing the implementation projects of our Contact Centre as a Service (CCaaS) enterprise software solutions;
• Must have exposure to or working knowledge of the installation, configuration, and maintenance processes to data equipment and applications
• Work to meet the overall corporate goals
• Proven experience in the translation of customer business needs into technology requirements and solutions.
• Deep development knowledge in contact center technologies including telecommunications, WFO and analytics
• Agile methodologies (e.g. Scrum Master level)
• Provide executive thought leadership - internally and externally - for strategy, approach and activities.
• Solid working knowledge of current security protocols and threats
• Ensure that all reported issues are resolved quickly and efficiently
• Stay up to date on security risks
• Communicates effectively with clients to identify needs and evaluate alternative business solutions
• Facilitates timely decisions to maintain project schedule and budget; identify project risks early and assist by providing prudent and timely recommendations for risk avoidance; sets and manages client expectations
• Lead client implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning and project profitability
• Proven experience in the design, implementation, and maintenance for call center solutions
• Works closely with members of the project team or to any other units involved to ensure timely implementation and execution of changes
• We embrace change and innovate courageously
• Ability to foresee possible issues and troubleshoot them proactively
• Report progress and escalate challenges/issues to peers and senior management
• We grow together through spirited teamwork
• Develop confidence with key business leads through value added/ad hoc analysis and ownership of critical projects.
• Experience in customer relationship management
• Help to prioritize short and long term objectives
• Ensuring solutions align to TELUS International Architecture patterns
• Maintains complete control on project schedule, budget/profitability and risk issues;
• Some experience in project/program management.
• Consulting on the finalization of sales proposals and statements of work against proposed scope
• We passionately put our customers and communities first
• Significant experience in all phases of the development lifecycle
• Skilled at partnering with all parts of the organization (Sales, Product Management, Architecture, Project Management, etc.) to drive TI employee and client success
• Business development mindset. Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Working with teams to define implementation options for well-engineered solutions
• Ensure that all requests and issues are addressed / completed in a timely manner, provide updates and progress reports to both internal and external stakeholders