Director, Delivery (Telecom)

WillowTree Apps • Denver, CO

218d • $168,000 - $210,000

About The Position

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. In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. 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. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are - all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Requirements

• 10+ years of proven experience in leadership roles within the Telecommunications services industry, with a focus on service delivery and client management.
• Bachelor's degree or MBA in Computer Science, Engineering, Business Administration, or related field.
• Demonstrated success driving team collaboration and client success.
• Demonstrated track record of driving operational excellence and delivering results in an account.
• Experience in Enterprise-scale Telecom systems (Netcracker, AWS for Telecom, etc).
• Hands-on with Open source development platforms and order management systems.
• Experience in reporting tools like Domo, Jira, Tableau, or related platforms.
• Strong understanding of technology trends, including digital transformation, and emerging technologies.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strategic thinker with the ability to translate vision into actionable plans and drive execution.
• Proven ability to build and lead high-performing teams in a dynamic and fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Experience working with diverse teams across geographies and cultures.

Responsibilities

• Partner with Global VP and other practice area leaders to determine best path for growth and management of accounts.
• Ensure delivery solutions are integrated into future capabilities and practice area growth.
• Partner with practice area leaders and BD to create relevant quals that can be leveraged to build new business.
• Drives teams to provide fresh perspectives, breakthrough ideas, and new paradigms that can be leveraged to grow accounts.
• Identify and contribute to areas of the business that bring additional value, i.e. interviewing, training, contributions to the delivery playbook, etc.
• Initiates, influences and drives organizational changes and business transformation.
• Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
• Proactively and organically communicates across client relationships to surface industry thought leadership and best practices.
• Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
• Develop and manage strong, lasting relationships with key clients.
• Ensure contractual obligations are upheld.
• Builds relationships and takes account of the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
• Delivers presentations, workshops, and conversations that highlight the work and impact of TELUS Digital.
• Identify new client opportunities, and determine priorities and solutions that enable TELUS Digital to meet those opportunities.
• Engages directly with teams to understand in-flight work, and uses end products where possible to drive performance as part of the team.
• Create clarity with teams through the unique challenges inherent at each stage of client engagements.
• Provide people management to consultants and/or client managers and career coaching/guidance.
• Provides real-time feedback, coaches, and mentors staff at all levels of the org in a manner that drives them to excel.
• Partner with Practice Area Leaders to determine priority capabilities and competencies for growth.
• Builds high performing teams by integrating a diversity of skills and personalities and creating a shared purpose.

Benefits

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual Performance Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees