Senior Director, Delivery (Telecom)

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility

Our Senior Director, Delivery - Telecom, is an integral part of our team at TELUS Digital and our Telecom client. To help retain our deep culture of collaboration, this role will be based in Denver, CO, or St. Louis, MO. 

The Opportunity

We are seeking a dynamic leader to manage a portfolio of clients, specifically in the Telecommunications space (generally ~$10-15MM in revenue), in a global service delivery model. This leader spends a significant amount of their time overseeing the successful delivery of project work in their portfolio, coaching teams, and proactively developing relationships with executives and key client stakeholders to offer their expertise and partnership. This position is primarily evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio.

Responsibilities

Four key pillars of responsibilities:

• Building our Company
• Partner with Global VP and other practice area leaders to determine best path for growth and management of accounts. 
• Ensure delivery solutions are integrated into future capabilities and practice area growth.
• Partner with practice area leaders and BD to create relevant quals that can be leveraged to build new business.
• Drives teams to provide fresh perspectives, breakthrough ideas, and new paradigms that can be leveraged to grow accounts.
• Identify and contribute to areas of the business that bring additional value, i.e. interviewing, training, contributions to the delivery playbook, etc.
• Initiates, influences and drives organizational changes and business transformation.
• Focusing on Customers
• Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
• Proactively and organically communicates across client relationships to surface industry thought leadership and best practices.
• Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
• Develop and manage strong, lasting relationships with key clients.
• Leading our Market
• Ensure contractual obligations are upheld.
• Builds relationships and takes account of the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
• Delivers presentations, workshops, and conversations that highlight the work and impact of TELUS Digital
• Identify new client opportunities, and determine priorities and solutions that enable TELUS Digital to meet those opportunities
• Developing our People
• Engages directly with teams to understand in-flight work, and uses end products where possible to drive performance as part of the team
• Create clarity with teams through the unique challenges inherent at each stage of client engagements
• Provide people management to consultants and/or client managers and career coaching/guidance
• Provides real-time feedback, coaches, and mentors staff at all levels of the org in a manner that drives them to excel
• Partner with Practice Area Leaders to determine priority capabilities and competencies for growth
• Builds high performing teams by integrating a diversity of skills and personalities and creating a shared purpose.

Competencies 

• 10+ years of proven experience in leadership roles within the Telecommunications services industry, with a focus on service delivery and client management.
• Bachelor's degree or MBA in Computer Science, Engineering, Business Administration, or related field.
• Demonstrated success driving team collaboration and client success.
• Demonstrated track record of driving operational excellence and delivering results in an account.
• Experience in Enterprise-scale Telecom systems (Netcracker, AWS for Telecom, etc)
• Hands-on with Open source development platforms and order management systems
• Experience in reporting tools like Domo, Jira, Tableau, or related platforms
• Strong understanding of technology trends, including digital transformation, and emerging technologies.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strategic thinker with the ability to translate vision into actionable plans and drive execution.
• Proven ability to build and lead high-performing teams in a dynamic and fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Experience working with diverse teams across geographies and cultures.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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