Director- Consulting & Solutioning

Prodapt

About The Position

Overview Role Purpose Lead end-to-end solution architecture for the TELUS MST program and provide architecture direction, design governance and hands-on solution leadership across customer journeys, PSR catalogue modelling, ITIL 4 practice implementation in ServiceNow, and the Intelligent Solution Workbench. Primary stakeholders: Product Owners, Enterprise Architects, Solution Designers, ServiceNow CoE, Data Platform Designers, Process Designers, CMDB Lead, Day 2 leaders, Operations stakeholders and customer-facing delivery teams. Mandate Across 4 Workstreams 1. Customer Journeys: Lead documentation and target-state design for all 34 user and customer journeys in line with ITIL 4 practices and the Day 0 / Day 1 / Day 2 onboarding-to-operations flow. 2. PSR Catalog: Define PSR models for TELUS MST products, including product / service / resource taxonomy, standard SKUs, baseline support KPIs, runbooks, readiness criteria and service-aware CMDB linkages. 3. ITIL Practices in ServiceNow: Translate applicable ITIL 4 practices into ServiceNow TSM / App Engine workflows, approvals, CMDB, knowledge, change, governance, audit and Day 2 operating controls. 4. Intelligent Solution Workbench: Architect a lite-touch, AI-heavy onboarding application on ServiceNow for intake, enrichment, design validation, orchestration, CMDB enforcement, DQI scoring, remediation and operations handoff.

Requirements

10+ years in enterprise / telecom solution architecture with proven ownership of complex end-to-end solutioning and transformation delivery.
Strong hands-on ServiceNow architecture and implementation experience across TSM, App Engine and workflow-led enterprise applications.
Good experience in PSR / product and service modelling, service-aware CMDB, CSDM-aligned structures, product / resource inventory and KPI-driven operational readiness.
Strong knowledge of ITIL 4 practices and the ability to operationalize them for Day 2 support, governance, change, knowledge and service operations.
Deep TELCO enterprise product and network knowledge across managed services, connectivity, SD-WAN / SASE / MPLS-type services, infrastructure, discovery and observability.
Experience designing for data quality, traceability, lineage, operational controls, auditability and integration-led onboarding journeys.
Strong stakeholder leadership, workshop facilitation, mentoring and executive communication skills.
Ability to lead and guide multidisciplinary teams across architecture, process, platform, data and operations workstreams.
Bachelors degree or equivalent combination of education and experience.

Responsibilities

Own target-state architecture across business process, application, integration, data, security and operational layers for the TELUS MST solution landscape.
Establish architecture principles, solution guardrails, decision logs and design governance for the four workstreams; review HLD / LLD and de-risk delivery choices.
Guide solution designers, process architects, ServiceNow teams, data designers, network SMEs and operations leads; mentor the team and unblock architecture decisions.
Define end-to-end integration and data patterns across ServiceNow, CRM / SFDC, Netcracker, SIMS, ScienceLogic and enterprise data-quality services.
Ensure PSR, service / resource models, catalog items, KPIs, CI standards, relationship models and KB / runbook structures are coherent, supportable and scalable.
Drive architecture for AI-enabled use cases such as scope harmonization, WBS optimization, design risk scoring, validation, corrective controls and learning feedback loops.
Define DQI, CMDB, knowledge, audit and handoff controls so BAU transition is measurable, low-defect and aligned to Day 2 support readiness.
Provide strong executive communication, workshop facilitation, RAID support, estimation inputs and sign-off support across the TELUS MST program

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