Job Title

Position overviewAs a Platform Management Manager you provide leadership to multiple teams who maintain and support a wide range of software applications for Workforce Management. You oversee and optimize these processes and practices in alignment with organizational objectives and client expectations.You manage the performance, drive engagement and foster development of your teams.Key responsibilitiesDevelop and oversee the execution of plans for WFM application support teams, ensuring overall effectiveness and efficiencyEstablish and monitor key performance indicators (KPIs), ensuring alignment with organizational goalsCollaborate with senior stakeholders and vendors to resolve critical issues and negotiate service level agreementsEnsure compliance with IT and WFM governance frameworks and industry best practices across all support teamsDrive innovation in support processes, tools, and methodologies to improve service quality and operational efficiencyLead and develop a high-performing, highly engaged team, providing guidance, support, and mentorshipCore competenciesGiving support, focusing on customers, embracing technology, managing self-developmentLeadership competenciesProviding leadership, leading change, building effective teams, managing stakeholdersFunctional competenciesIn-depth knowledge of WFM platforms such as Verint & NICE IEX. Strong knowledge of operating systems, databases and programming languages Strong knowledge of IX operations and infrastructureExperience or solid understanding of WFM platforms such as Verint. Experience with RPA technologies and tools to design, develop and deploy automation solutions. Strong understanding of IT service management frameworks, particularly ITIL principles and practicesAbility to communicate effectively with technical and non-technical stakeholdersAbility to identify and solve problems, understand and recognize broader impact across the departmentQualifications5+ years of experience in IT application support2+ years of managerial experienceBachelor's degree in Computer Science, Information Technology or related field - DesirableITIL certifications are good to haveB2+ oral and written English - MandatoryEqual Opportunity EmployerAt 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.