Senior Program Manager - Managed Services Transformation (MST)

Description

Ready to lead a multi-year technology transformation and shape the future of enterprise operations?

Join Our Team

The TELUS Managed Services Transformation (MST) Program Management Office (PMO) team designs, builds, and deploys our next-generation Enterprise Product Business (EPB) Managed Services platform—modernizing how TELUS delivers Day-2 operations and directly impacting our competitive position in the enterprise managed services market.

You'll be part of a PMO that values transparency, psychological safety, and structured problem-solving. The Director supports autonomy within clear governance guardrails—giving you the support and clarity to drive decisions confidently.

The Impact You'll Make

As Senior Program Manager, you'll lead the PMO in close partnership with delivery leads, architecture, and vendor partners. You'll orchestrate a multi-track program delivering Service Design, End-to-End Architecture, Product-Service-Resource modeling, and AIOps capabilities across 7+ delivery tracks. Your mission: guide the program through a strict 4-release gated delivery schedule, ensuring full operational readiness for First Customer Live in May 2027.

What You'll Do

PMO Leadership & Governance

• Facilitate daily stand-ups, weekly status alignment, and cross-track planning across global teams (Canada, Germany, India, Netherlands)
• Lead formal gate reviews (R1–R4), enforce entry/exit criteria, and manage architecture/data ratifications via Architecture and Design Review Boards

Risk & Dependency Management

• Build and maintain the RAID register as single source of truth; actively prevent schedule latency on critical path items
• Escalate business risks (timeline, scope, partnership health) early; partner with leadership on risk response strategies
• Technical & Organizational Coordination
• Coordinate critical path between platform setup, configuration data modeling, IT Service Management practices, and customer onboarding automation
• Ensure AIOps integration alignment across IBM Cloud Pak for AIOps, SevOne, and Concert Workflows
• Partner with Organizational Change Management to design readiness plans and drive adoption momentum across teams

Strategic Influence

• Translate technical decisions and trade-offs into strategic recommendations for Director and VP stakeholders
• Develop executive-level status updates, KPI dashboards, and milestone communications

Qualifications

What You Bring

Must-Haves

• 7–10 years leading enterprise-scale IT/telecom transformation programs in structured, gated delivery environments; proven vendor/SI partnership management
• Mastery of gated delivery methodologies (stage-gate, SAFe, or equivalent) with hands-on experience managing release gates and dependencies
• Deep experience building and maintaining RAID registers; active critical path tracking in multi-team, complex environments
• Strong ability to communicate complex technical programs to steering committees; skilled in dashboards and business translation
• PMP, Agile/Scrum, or equivalent certification (essential for governance credibility in our environment)
• Self-directed operator with bias for action; proven ability to keep cross-functional teams unblocked and aligned

Nice-to-Haves

• Prior exposure to ServiceNow, IBM Cloud products, or AIOps platforms
• IT Service Management (ITIL) background or telecom transformation experience
• Experience integrating organizational change management (OCM) in large-scale transformations
• Track record with C-suite steering committees and high-visibility programs

Ready to Make an Impact?

If you're a structured, strategic thinker who thrives in complex transformation environments, we want to hear from you. This is a high-visibility role where your program management discipline directly shapes TELUS' competitive future and positions you for senior leadership.