Position overview

As 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 responsibilities

Develop and oversee the execution of plans for WFM application support teams, ensuring overall effectiveness and efficiency
Establish and monitor key performance indicators (KPIs), ensuring alignment with organizational goals
Collaborate with senior stakeholders and vendors to resolve critical issues and negotiate service level agreements
Ensure compliance with IT and WFM governance frameworks and industry best practices across all support teams
Drive innovation in support processes, tools, and methodologies to improve service quality and operational efficiency
Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship

Core competencies

Giving support, focusing on customers, embracing technology, managing self-development

Leadership competencies

Providing leadership, leading change, building effective teams, managing stakeholders

Functional competencies

In-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 infrastructure
Experience 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 practices
Ability to communicate effectively with technical and non-technical stakeholders
Ability to identify and solve problems, understand and recognize broader impact across the department

Qualifications

5+ years of experience in IT application support
2+ years of managerial experience
Bachelor's degree in Computer Science, Information Technology or related field - Desirable
ITIL certifications are good to have
B2+ oral and written English - Mandatory

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.