Job Description
Organization
TELUS (TSX: T, NYSE: TU) is Canada's fastest-growing national telecommunications company. At TELUS, we're committed to leveraging our world-leading technology to produce truly outstanding human outcomes. As one of Canada's leading technology companies, we're boldly innovating to deliver exceptional experiences to millions of customers across wireless, business and residential solutions. Our success is built on our people-first culture, commitment to diversity and inclusion, and dedication to giving back to our communities.
To accelerate the growth, expansion, and optimization of its network capabilities, TELUS is seeking a dynamic, engaging, and highly accomplished network and service reliability leader. The ideal candidate will be motivated to build with a modern mindset and have a proven track record of success in designing and executing strategic product roadmaps within the network operations center field. This is a highly visible role within the Chief Technology Officer’s organization.
Role and Job Duties:
Located in Calgary and reporting to the Chief Technology Officer of TELUS, the Vice President, Reliability Centre of Excellence (CoE) will lead, develop, and inspire a team of ~300 across the service reliability portfolio to pave the way for a modern and scalable NOC. This is a full-time permanent role.
Crucially, this VP will:
Lead the strategic vision for TELUS' operational reliability and customer experience initiatives, driving best-in-class reliability standards while optimizing performance.
Spearhead the implementation of Autonomous Network Operations, including AI and data analytics, to continuously optimize processes.
Demonstrate expert-level knowledge in change and incident management, leveraging this expertise to develop and implement modern, AI-integrated processes that enhance operational efficiency.
Provide strong, humanistic leadership that inspires teams to achieve process excellence and fosters a culture of continuous improvement and innovation.
Oversee the selection and implementation of best-in-class tools and methodologies, ensuring TELUS remains at the forefront of technological advancements in reliability and customer experience.
Utilize deep technical knowledge and business acumen to translate reliability initiatives into tangible business value, consistently aligning technological innovations with overarching corporate objectives.
Candidate Profile
The Vice President, Reliability CoE at TELUS will be a seasoned leader in network operations and problem management in overseeing network operations centers (NOCs) and optimizing incident management processes. This role demands expertise in guiding large-scale service reliability initiatives and driving best-in-class standards, utilizing frameworks such as ITIL. The ideal candidate will possess a proven track record of transforming operations in complex environments, preferably within telecommunication industries.
Skills and work experience required for the position highlighted below:
15 years or more of experience leading complex change initiatives in a network environment.
Bachelor’s degree in a technical field; Master’s degree preferred.
Language requirement: English
Telecommunications or adjacent regulatory industry experience within an organization of equal to or greater scale than TELUS.
Experience leading large teams.
A system thinker with a deep understanding of network operations, autonomous networks and the ability to drive process excellence.
Familiar with data-driven resource flows and the implementation of best tools and practices to ensure optimal performance and cost efficiency.
Adept at layering automation processes and tooling into established practices.
They should possess the ability to transform the service reliability function and grow it strategically.
Experienced in large scale transformation across a complex, regulated, matrix entity.
Track record of adapting to changing technologies in the field (emphasizing opportunities for automation, AI / ML, and other developments in the industry).
An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry.
The ability to create and articulate an inspiring vision for the organization, not only for the areas they are directly responsible for, but the enterprise as a whole.
Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations.
The ability to attract and recruit top talent, motivate the team, delegate effectively, celebrate diversity within the team, and manage performance; widely viewed as a strong developer of others.
Salary:
CAD $320,000; annual target bonus of 50% of base; LTI (value of CAD$100,000-150,000 per year); car allowance of CAD $1,250 per month and employee share plan.
TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Executive Proactive Health Assessment Program
Generous company matched pension and share purchase programs
Career growth and learning & development opportunities to develop your skills
Job Type: Full-time
Work Location: In person
TELUS (TSX: T, NYSE: TU) is Canada's fastest-growing national telecommunications company. At TELUS, we're committed to leveraging our world-leading technology to produce truly outstanding human outcomes. As one of Canada's leading technology companies, we're boldly innovating to deliver exceptional experiences to millions of customers across wireless, business and residential solutions. Our success is built on our people-first culture, commitment to diversity and inclusion, and dedication to giving back to our communities.
To accelerate the growth, expansion, and optimization of its network capabilities, TELUS is seeking a dynamic, engaging, and highly accomplished network and service reliability leader. The ideal candidate will be motivated to build with a modern mindset and have a proven track record of success in designing and executing strategic product roadmaps within the network operations center field. This is a highly visible role within the Chief Technology Officer’s organization.
Role and Job Duties:
Located in Calgary and reporting to the Chief Technology Officer of TELUS, the Vice President, Reliability Centre of Excellence (CoE) will lead, develop, and inspire a team of ~300 across the service reliability portfolio to pave the way for a modern and scalable NOC. This is a full-time permanent role.
Crucially, this VP will:
Lead the strategic vision for TELUS' operational reliability and customer experience initiatives, driving best-in-class reliability standards while optimizing performance.
Spearhead the implementation of Autonomous Network Operations, including AI and data analytics, to continuously optimize processes.
Demonstrate expert-level knowledge in change and incident management, leveraging this expertise to develop and implement modern, AI-integrated processes that enhance operational efficiency.
Provide strong, humanistic leadership that inspires teams to achieve process excellence and fosters a culture of continuous improvement and innovation.
Oversee the selection and implementation of best-in-class tools and methodologies, ensuring TELUS remains at the forefront of technological advancements in reliability and customer experience.
Utilize deep technical knowledge and business acumen to translate reliability initiatives into tangible business value, consistently aligning technological innovations with overarching corporate objectives.
Candidate Profile
The Vice President, Reliability CoE at TELUS will be a seasoned leader in network operations and problem management in overseeing network operations centers (NOCs) and optimizing incident management processes. This role demands expertise in guiding large-scale service reliability initiatives and driving best-in-class standards, utilizing frameworks such as ITIL. The ideal candidate will possess a proven track record of transforming operations in complex environments, preferably within telecommunication industries.
Skills and work experience required for the position highlighted below:
15 years or more of experience leading complex change initiatives in a network environment.
Bachelor’s degree in a technical field; Master’s degree preferred.
Language requirement: English
Telecommunications or adjacent regulatory industry experience within an organization of equal to or greater scale than TELUS.
Experience leading large teams.
A system thinker with a deep understanding of network operations, autonomous networks and the ability to drive process excellence.
Familiar with data-driven resource flows and the implementation of best tools and practices to ensure optimal performance and cost efficiency.
Adept at layering automation processes and tooling into established practices.
They should possess the ability to transform the service reliability function and grow it strategically.
Experienced in large scale transformation across a complex, regulated, matrix entity.
Track record of adapting to changing technologies in the field (emphasizing opportunities for automation, AI / ML, and other developments in the industry).
An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry.
The ability to create and articulate an inspiring vision for the organization, not only for the areas they are directly responsible for, but the enterprise as a whole.
Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations.
The ability to attract and recruit top talent, motivate the team, delegate effectively, celebrate diversity within the team, and manage performance; widely viewed as a strong developer of others.
Salary:
CAD $320,000; annual target bonus of 50% of base; LTI (value of CAD$100,000-150,000 per year); car allowance of CAD $1,250 per month and employee share plan.
TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Executive Proactive Health Assessment Program
Generous company matched pension and share purchase programs
Career growth and learning & development opportunities to develop your skills
Job Type: Full-time
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Vice President, Reliability Centre of Excellence position is now open for candidates interested in the Customer Care sector. This role in Calgary offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.