Service Delivery Senior Director Full Time NEW

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 partner with organizations to design, deliver, and operate transformative customer experiences and enterprise systems. Leveraging strategic insight, advanced technology, and a people-first culture, we help clients engage customers, modernize operations, and scale their business and operate enterprise-scale managed services with confidence.

With a global team across North America, LATAM, EMEA, and APAC, we deliver end-to-end expertise across Strategy Consulting, Enterprise Technology, Cloud Engineering, Data & AI, and QA & Test Engineering. From modernizing legacy systems and integrating complex platforms to applying AI, automation, and advanced analytics, TELUS Digital enables seamless, efficient, and digitally powered customer experiences and managed services — all supported by the scale, security, and operational excellence of our multi-billion-dollar parent company.

Our Managing Director, Systems Engineering & Support, will operate remotely OR be based out of one of our major North American office locations – Charlottesville, VA, Durham, NC, Columbus, OH, Boston, MA, Toronto, ON, and Vancouver, BC.

The Opportunity

As the Managing Director of Systems Engineering & Support at TELUS Digital Solutions, you will lead a global practice of ~2,200 professionals across North America, LATAM, EMEA, and APAC. This high-impact leadership role sits at the intersection of technology, operations, and business outcomes, driving enterprise modernization, AI-powered automation, and operational excellence.

In This Role, You Will

• Lead commercial growth by defining and selling innovative systems engineering and managed services solutions, expanding client relationships, and positioning TELUS Digital as the go-to partner for enterprise modernization, AI-driven operations, and end-to-end transformation.
• Evolve and execute the global strategy for Systems Engineering & Support, scaling modern application development, integration, and managed services to drive client impact and market differentiation.
• Lead enterprise transformation programs that modernize legacy systems, optimize operations, and harness AI and automation to deliver measurable outcomes that drive business growth, operational efficiency, and enhanced customer experience.
• Build and evolve a high-performing global practice, mentoring leaders and teams across geographies to foster innovation, technical excellence, and operational excellence in systems engineering and managed services.
• Ensure delivery excellence for complex systems engineering and managed services initiatives, overseeing solution design, integration, and end-to-end operations for marquee client accounts to deliver tangible business outcomes, including operational efficiency, cost reduction, and enhanced customer experience.

Our Systems Engineering & Support Practice enables clients to modernize enterprise systems, integrate applications, and deliver enterprise-scale managed services — helping organizations operate faster, smarter, and more efficiently while delivering transformative customer experiences.

Key Responsibilities

Strategy & Leadership

• Evolve and execute the strategy for Systems Engineering & Support, scaling modern application development, integration, and managed services capabilities to meet client requirements and market opportunities.
• Drive adoption of AI, automation, and emerging technologies across the practice to improve operational efficiency, service quality, and client impact.
• Monitor industry trends and client needs to continuously evolve practice offerings and delivery models.

Practice Growth & Team Leadership

• Lead, mentor, and inspire a high-performing global team, cultivating a consulting mindset alongside technical excellence, innovation, and collaborative delivery.
• Expand practice capabilities across systems engineering, integration, and enterprise managed services.
• Establish metrics and governance to monitor team performance, delivery effectiveness, and client satisfaction.

Client Impact & Business Development

• Serve as a trusted advisor to executive clients, shaping modernization, integration and managed services initiatives to achieve measurable business outcomes.
• Collaborate with sales and account teams to shape client solutions, influence proposals, and expand strategic relationships.

Delivery & Operational Excellence

• Oversee end-to-end delivery of complex systems engineering and managed services programs, including solution design, integration, and global operations.
• Ensure operational rigor, SLA adherence, quality standards, and risk management, particularly for marquee client accounts.
• Monitor delivery performance against KPIs such as uptime, efficiency, cost optimization, and client satisfaction.

Innovation & Thought Leadership

• Champion AI, automation, and advanced technologies in practice delivery to maintain a competitive edge.
• Represent TELUS Digital externally at client forums and industry events, showcasing Systems Engineering & Support as a strategic, outcome-driven practice.

Competencies

Leadership & Experience

• 15+ years leading systems engineering, technology consulting, or IT leadership practices, ideally with P&L ownership.
• Proven experience managing large, cross-functional, and geographically distributed teams, including managed services operations.
• Track record in enterprise application development, system integration, modernization, and support/managed services.

Technical & Industry Expertise

• Deep knowledge of enterprise systems, cloud platforms (AWS, Google), integration tools, AI, automation, and managed services delivery.
• Experience applying AI and automation to drive operational efficiency and measurable business outcomes.
• Familiarity with complex industries such as TMT, BFSI, or Healthcare is a plus.

Leadership Competencies

• Exceptional leadership and people management skills, inspiring and motivating cross-functional teams.
• Excellent strategic thinking and problem-solving abilities, with strong business acumen.
• Proven ability to develop and maintain effective relationships with clients and key stakeholders.
• Strong business acumen with experience managing P&L and driving profitable growth.

Communication And Collaboration

• Outstanding communication skills, both written and verbal, with the ability to present complex ideas effectively to C-level and Executive audiences
• A collaborative leader who can work across multiple teams and regions to deliver seamless transformation solutions for clients.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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