***Applicants should be available and willing to work on-site and/or from home depending on business needs.*** 

The Delivery Engagement Lead (DEL) is the TEUS Digital primary point of contact during the lifecycle of a client contract. The DEL serves as a conduit into TELUS Digital for both internal stakeholders and external clients.  DEL’s are responsible for supporting and improving end-to-end Digital Operations delivery by having a complete understanding of the client infrastructure, applications/tools and major business processes used.  They are also responsible for effective and formal communication to the client about technology issues, outage and incidents, changes and innovation initiatives. Taking on the role of a trusted adviser requires the DEL to interact with senior level internal stakeholders and external client points of contact therefore the DEL must be an accomplished and professional leader ready to work in a fast paced, dynamic environment.  An individual who is bilingual in English and French would be preferred but not required.  the DEL should be able to speak, read and write in both languages fluently.

• Serves as the leadership point of contact for the business into TELUS Digital Operations including the escalation point of contact during outages or issues impacting customer or TELUS Digital Operations products and services. 
• Able to understand the customers’ issues and resolve them or move them to a higher level of support if needed in order to expedite the resolution of technology related issues. 
• Infuses best practices and process standardization
• Partners with Sales Executives, Solutions Architects, Directors and TELUS Digital Operational leaders to complete analysis and present periodic reviews (MBRs, QBRs) of TELUS Digital operational performance to customer leadership
• Owns effective and formal communication to client partners on all TELUS Digital Operations products and services matters. 
• Responsible for supporting and improving end-to-end TELUS Digital Operations delivery by leading client program assessments to identify technology solutions to increase operational efficiency and drive cost savings. 
• Drive revenue retention and growth by developing a deep understanding of the client’s business and processes and then propose ways to leverage new or additional TELUS Digital Operations services to drive business outcomes. 
• Supports problem management to ensure that after an outage, both short and long term solutions are implemented to avoid future/repeat incidents. 
• Reviews customer Statement of Work and ensures TELUS Digital Operations compliance from a contractual perspective.
• Facilitates Moves, Adds and Changes (MAC) to existing customers
• Ensure billing transparency with clients through governance processes by documenting billing processes and using automated source data where available to ensure invoice accuracy for our contractual obligations to our clients.
• Support clients with billing complaints, credits or changes.
• Maintain familiarization with the full portfolio of TELUS Digital services
• Foster and champion a culture of continuous improvement - continually modernize the solutions/services provided

• Schedule flexibility - Mandatory
• Proven track record of meeting and exceeding sales quota, negotiating contract terms and closing deals to drive revenue growth.

• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development

• English & French - C1 
• Oral and written comprehension.
• Appropriate use of language.
• End to end understanding of IT operational processes (ITIL) and an in-depth knowledge in IT technology concepts relating to the services we provide the customer
• Proficiency with Google/Microsoft Suite applications (i.e. MS Word, Excel, Google Suite).
• Project Management expertise
• Knowledge in Lean Six SIgma (Yellow)
• Demonstrated client relationship management
• Basic knowledge of PCI Security Standards
• Knowledge of basic data networking technologies, including WAN, LAN, IP, VPN, and Internet as well as network monitoring, SNMP protocol, netflow, etc. 
• A working knowledge of:
• Cloud technologies and terminology
• Virtualization under VMware, GCP and / or Azure
• Cisco Unified Computing 
• Microsoft Clustering
• Microsoft Visio / producing and maintaining network diagrams
• Microsoft SQL
• Enterprise storage and backup technologies
• Artificial Intelligence