Manager - ITIL Service Management Office
TELUS International
Victoria, BC, CA
1d ago

Join our team

We have set out on a mission to transform the business customer experience starting with our Managed Services. We will minimize the customer effort to engage with TELUS.

We will also change the way our team-members work enabling them to be more productive allowing them time to focus on serving our customers.

While tools and platforms are important, how we execute is critical.

We are seeking a Manager - Information Technology Infrastructure Library (ITIL) - Service Management Office (SMO) to lead a team of highly inspired and dynamic team-

members that are passionate about ITIL process definition and adoption. The standardized processes will inform how we implement ServiceNow, an IT Service Management (ITSM) platform of action.

As the leader of the Business - SMO you will be accountable for defining, maintaining and managing processes, policies and standards for IT service management as it relates to the ServiceNow deployment.

You provide the necessary organisational structure, expertise, coordination and control to facilitate the implementation of IT service management process activities and to provide the necessary focus on business goals and objectives.

Here’s the impact you’ll make and what we’ll accomplish together

Imagine a service delivery organisation as an orchestra where each musician represents a piece in the service delivery chain -

from service strategy and demand all the way through to operational support. The SMO would then be the conductor, ensuring that each musician plays their part to perfection and is in sync with all the other musicians to deliver music that at least meets the audiences’ expectations but preferable exceeds them.

Your roles as the central point of focus for driving efficiency and effectiveness in the delivery of IT services through sharing common resources, process expertise and a central improvement program providing education, techniques and tools.

Your team will have the expertise and drive to speed up the evolution from simply managing technology domains to managing IT services that are aligned with business services.

Here’s how

  • Accountable for quality of the service management program by defining, maintaining and managing standards, processes and policies
  • Provides governance and make sure legal and financial interests are met
  • Increase IT service quality
  • Ensure continuous service operation process work in practice
  • Performance management and reporting
  • Manages communications and training
  • Increase customer satisfaction and maximizes revenue while minimizing operational costs through the efficient and effective process development and governance
  • Lead the process owners for the major ITIL processes accountable for the creation, education and maturation of each : Incident Management Problem Management Change Management Service Asset and Configuration Management Lifecycle Management Release Management
  • Managing the efficiency and effectiveness of each process
  • Ensuring organizational accountability to the adherence to each process
  • Define and execute a compelling Organizational Change Management
  • Enable a front door assessment to assess new opportunities
  • Engage with customers as part of the TELUS Service Management Offering to provide guidance on standard deployments
  • Ensure the appropriate levels of documentation and communication
  • Periodically review and audit ITIL process compliance and performance
  • Address ITIL process-related issues and review opportunities for improvements
  • Drive cross-functional and continuous improvement projects across functions
  • Liaise with stakeholders as necessary to ensure ITIL processes are effectively supporting the services
  • Periodically reviewing ITIL strategy to ensure that it is still appropriate and changing as required
  • Coach, mentor, and lead team of resources to support the overall ITIL activities
  • Qualifications

    You’re the missing piece of the puzzle

  • Effective Leader : Demonstrated leadership skills with extensive experience of building and developing highly successful teams within large complex organizations Provide strong leadership and coaching to team members, facilitate career development, and nurture a high performance team Strong communicator able to effectively articulate the vision, goals and strategic imperatives of the business and act as an enabler for feedback
  • Strategic Planner : Lead strategies and roadmaps to success, invoking deep understanding of industry specific solutions to create unique business value Collaborative and effective communicator across teams Own and manage relationships with strategic external partner
  • Great-to-haves

  • ITIL Expert certification
  • Prior leadership experience
  • Who is TELUS? We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada.

  • Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses;
  • and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

    Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected.

    Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

    Do you share our passion? At TELUS, you create future friendly® possibilities. At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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