Who We Are

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.

About the role 

The Service Delivery Manager is responsible for leading and managing the end-to-end delivery of multiple complex projects simultaneously. This role requires exceptional organizational skills, technical expertise, and leadership capabilities to ensure successful delivery of high-quality solutions on time and within budget. A critical aspect of this role is maintaining transparent communication with stakeholders through regular status updates and proactive risk management.

Key Responsibilities

Multi-Project Delivery Management

• Simultaneously manage and oversee 5-10+ concurrent software delivery initiatives across distributed teams

• Prioritize and balance resources across multiple projects based on business value and strategic importance

• Coordinate dependencies and integration points across parallel workstreams

• Maintain a comprehensive portfolio view of all active projects and their interdependencies

• Ensure consistent delivery standards and practices across all projects

Stakeholder Communication & Status Reporting

• Present weekly/bi-weekly project status updates to executive leadership and key stakeholders

• Prepare and deliver comprehensive status reports including progress, milestones, and metrics

• Conduct regular steering committee meetings with C-level executives and business sponsors

• Provide clear, concise updates on project health using RAG (Red/Amber/Green) status indicators

• Translate technical complexities into business-focused communications

• Facilitate decision-making sessions with stakeholders on critical project matters

Risk Management & Mitigation

• Proactively identify, assess, and document project risks across all delivery initiatives

• Develop and present comprehensive risk mitigation strategies and contingency plans

• Maintain risk registers and ensure timely escalation of critical issues

• Lead risk assessment sessions with technical teams and stakeholders

• Implement early warning systems to detect potential project blockers

• Drive resolution of risks through cross-functional collaboration and decision-making

• Track and report on risk mitigation effectiveness and adjust strategies as needed

Delivery Execution

• Own the delivery roadmap and ensure alignment with business objectives

• Manage project timelines, budgets, resources, and scope

• Establish and track key performance indicators (KPIs) and delivery metrics

• Drive continuous improvement in delivery processes and methodologies

• Ensure quality standards are met across all deliverables

Team Leadership

• Manage and mentor delivery managers, scrum masters, and project coordinators

• Build high-performing, cross-functional teams across multiple projects

• Foster a collaborative culture focused on quality, transparency, and innovation

• Conduct performance reviews and support career development

• Remove organizational impediments and facilitate conflict resolution

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, Business, or related field

• 8+ years of delivery/project management experience or similar roles

• 3+ years in a senior leadership role managing teams

• Proven track record managing 5+ concurrent projects

• Demonstrated experience presenting to C-level executives and senior stakeholders

• Expert knowledge of risk management frameworks and mitigation strategies

• Understanding of Agile methodologies and software development lifecycle

• Awareness of modern development practices (DevOps, CI/CD, cloud platforms)

• Strong knowledge of project management tools (Jira, Azure DevOps, MS Project, etc.)

Preferred Qualifications

• Master's degree in relevant field (MBA preferred)

• PMP, CSM, SAFe, PMI-RMP (Risk Management Professional), or similar certifications

• Experience in regulated industries or enterprise environments

• Experience with distributed/remote team management across time zones

• Background in digital transformation initiatives

What’s in it for you:

• Private medical and life insurance from day one 

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.