Job Description

About us:

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.

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.

About the job:

The Telco Practice Manager is accountable for the practice vision and service portfolio evolution of the Business Operations Modernization & Support Practice offering professional services to TELUS companies. The Practice manager is responsible for the effective allocation and management of human resources across the practice.

This includes forecasting resource needs, optimizing resource utilization, and ensuring the right people are assigned to the right projects at the right time. The role requires strong organizational, communication, and analytical skills, along with a deep understanding of project management methodologies and the company's overall strategic goals.

• Center of expertise Development: Identify critical skills to acquire within the practice and put relevant plans in place. Foster a culture of innovation, collaboration and continuous learning, with emphasis on emerging telecom technologies and methodologies. Ensure knowledge & best practices are shared between team members.
• Resource Forecasting & Planning: Analyze upcoming projects and initiatives to forecast resource needs, considering skill sets, availability, and project deadlines. Develop and maintain resource capacity plans.
• Resource Allocation & Scheduling: Assign resources to projects based on skills, availability, and project priorities. Balance workload across the team to ensure optimal utilization while respecting the team members' availability. Proactively address any resource conflicts or over-allocations.
• Performance Monitoring & Reporting: Track resource utilization, identify bottlenecks, and generate regular reports on resource allocation and performance. Analyze available data to identify areas for improvement and optimization.
• Stakeholder Management: Collaborate effectively with project managers, team leads, client engagement, HR and 3rd parties to understand resource requirements and ensure alignment with overall business objectives. Communicate proactively about resource availability and potential constraints.
• Resource Onboarding: Contribute to onboarding processes for new resources, ensuring they are integrated into teams and have the necessary training and support. Identify opportunities for resource development and training to enhance skills and capabilities.
• Capacity Planning: Analyze historical data and future project demands to proactively plan for resource capacity, identifying potential skill gaps or training needs.

Qualifications :

• Bachelor's degree in Business Administration, Project Management, Engineering or equivalent experience.
• 5 years of experience in resource management, project management, or a related field.
• Excellent analytical, problem-solving, and decision-making skills.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong organizational and time management skills
• Experience in the Telecommunications industry and IT Services Industry.
• Experience with enterprise software such as Salesforce, Workday, ServiceNow, Monday and Google Suite.
• PMP certification or other relevant project management certifications are a plus.

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