ITSM Director

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Position Overview:

We are seeking a strategic and experienced ITSM Director to lead our IT Service Management (ITSM) function. The ITSM Director will be responsible for defining and implementing ITSM strategies, frameworks, and processes to ensure efficient and effective delivery of IT services across the organization. This role requires strong leadership skills, technical expertise in ITSM frameworks, and the ability to drive transformational change and innovation.  

Key Responsibilities:

• Develop and execute ITSM strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency. 
• Lead and manage a team of ITSM professionals, including Service Desk Managers, Incident Managers, Problem Managers, Change Managers, and Configuration Managers, ensuring alignment with organizational goals and priorities. 
• Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and drive continuous service improvement initiatives.
• Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with strategic business objectives. 
• Drive the adoption and compliance of ITSM processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements. 
• Champion the implementation and optimization of ITSM tools and technologies (e.g., ServiceNow, BMC Remedy) to automate workflows, streamline processes, and enhance the end-user experience. 
• Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantage. 
• Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations. 
• Develop and manage the ITSM budget, resource allocation, and staffing plans to support current and future operational needs. 
• Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives

Requirements:

• Bachelors degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent work experience); Masters degree preferred. 
• Proven experience (X+ years) in IT service management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies and managing ITSM teams in complex organizational environments. 
• Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT), IT service desk operations, and IT infrastructure management. 
• Experience with ITSM tools and technologies, including implementation, optimization, and integration with other IT systems and platforms. 
• Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels. 
• Strong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellence. 
• ITIL Expert certification or higher-level ITIL certifications preferred. 
• Proven track record of successfully leading ITSM programs, initiatives, and projects
  

About Telus Digital:

Telus Digital is the operating name of Telus International Inc., a Canadian technology company.

TELUS (NYSE & TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS's integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation, and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS partners with brands across strategic industry verticals, including tech and games, communications and media, eCommerce and fintech, banking, financial services and insurance, healthcare, and travel and hospitality.

TELUS's unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. Since 2007, the company has positively impacted the lives of more than 1.2 million citizens around the world, building stronger communities and helping those in need through large-scale volunteer events and charitable giving. Five TELUS Community Boards have provided $5.1 million in funding to grassroots charitable organizations since 2011.

TELUS India is a leading India-based provider of digitally-enabled customer experience and business process solutions and a proud member of the TELUS International family.

Learn more at: www.telusdigital.com