Customer Implementation Manager I

Description

Join TELUS: Where Customer Success Drives Innovation

Are you driven by delivering exceptional customer experiences and managing complex implementations? At TELUS, we're seeking a Customer Implementation Manager to transform service delivery while embodying our commitment to putting customers first.
Our Mission

TELUS is dedicated to delivering outstanding solutions that enhance customer business capabilities while making a positive impact on communities. Our Enhanced Data Services team leads this mission, driving excellence in customer service delivery.
The Opportunity

In this role, you'll:

• Drive the successful delivery of Enhanced Data Services to enterprise clients
• Establish and maintain strong stakeholder relationships
• Implement process improvements that enhance customer experience
• Strengthen TELUS' reputation for service excellence

Key Responsibilities

• Service Delivery Excellence
• Oversee the Enhanced Data Services orders
• Manage the full lifecycle of customer requests
• Ensure timely and efficient service installation
• Lead continuous improvement in delivery processes
• Service Request Management - Oversee the full lifecycle of customer requests (e.g., new configurations, service additions, modifications)
• Prioritization & Planning - Ensure service requests are properly categorized, assigned, and executed according to business priorities

Customer Relationship Management

• Act as primary liaison between TELUS and enterprise clients
• Lead client meetings and maintain proactive communication
• Set and manage delivery expectations • Build lasting stakeholder relationships
• Client Interface - Maintain ongoing communication with the customer, ensure transparency, and manage expectations regarding request completion timelines

Project & Resource Management

• Assess and prioritize service requests by business impact
• Coordinate cross-functional teams
• Partner with external service providers
• Optimize resource allocation for project delivery
• Resource Coordination - Collaborate with TELUS support teams to mobilize the right expertise and efficiently address customer requests

ITIL Practice Implementation

• Oversee Service Request Management processes
• Direct Change Enablement/Management practices
• Maintain ITIL framework compliance
• Implement process improvements and best practices

Qualifications

Required Qualifications

Essential Experience

• 5+ years in telecommunications or related fields
• Demonstrated success in project management and client relations
• Strong understanding of telecom infrastructure and services
• Track record of effective customer relationship management
• Bachelor's degree in Business Administration, IT, or related field

Core Competencies

• Strong project management capabilities
• Results-oriented approach to customer service
• Clear and effective communication skills
• Analytical problem-solving abilities
• Adaptability in dynamic environments

Additional Assets

• PMP or other project management certifications
• ITIL certifications
• Experience with service management tools
• Bilingual proficiency (English/French)

The TELUS Advantage

• Join a team focused on both profit and purpose
• Thrive in a culture celebrating diversity, growth, and innovation
• Experience genuine work-life balance and wellness support
• Participate in community initiatives • Access leading-edge technology and development opportunities

Location

Flexible within major Canadian cities, with remote work options available

Ready to Create Impact?

At TELUS, we believe in the combined power of technology and dedication to create a better future. If you're ready to drive innovation, challenge conventions, and create meaningful change, we want to connect with you.

Join our mission to put customers first, embrace innovation, and grow through collaborative teamwork. Together, let's make the future friendly.