Client Engagement Director – IT Outsourcing

Director, Client Relationship ManagementTELUS InternationalLast day to apply:Sunday, November 21st, 2021Primary Location: Philadelphia, Pennsylvania US. About TELUS InternationalTELUS International focuses on the value of human connection to design, build anddeliver high-tech, high-touch customer experiences powered by next-gen digital solutions.With almost 56,000 team members and delivery centers across 20 countries in North andCentral America, Europe and Asia, TELUS International empowers customer experienceinnovation through digital enablement, spirited teamwork, agile thinking, and a caringculture that puts customers first. The company’s solutions cover customer experience,content moderation, digital transformation, IT lifecycle, advisory and digital consulting, riskmanagement, and back-office support. Fueling any stage of company growth, TELUSInternational partners with some of the world’s most disruptive brands from fast-growingtech, financial services and fintech, games, travel and hospitality, healthcare, and ICTindustries. The company serves clients in over 50 languages. Learn more at:telusinternational.comPosition OverviewTELUS International is looking for an enterprising Client Engagement Director. Thisprofessional is a seasoned business executive who understands and manages thedelicate balance of ensuring profitable growth of TELUS International Digital Solutions.The Engagement Director is also responsible for top quality & reliability of service, clientrelations and business sustainability. He/She must have a zealous focus for CustomerCentricity, innovation and facilitating cultural alignment to drive lasting relationships andvalue creation.About TELUS InternationalTELUS International focuses on the value of human connection to design, build anddeliver high-tech, high-touch customer experiences powered by next-gen digital solutions.With almost 56,000 team members and delivery centers across 20 countries in North andCentral America, Europe and Asia, TELUS International empowers customer experienceinnovation through digital enablement, spirited teamwork, agile thinking, and a caringculture that puts customers first. The company’s solutions cover customer experience,content moderation, digital transformation, IT lifecycle, advisory and digital consulting, riskmanagement, and back-office support. Fueling any stage of company growth, TELUSInternational partners with some of the world’s most disruptive brands from fast-growingtech, financial services and fintech, games, travel and hospitality, healthcare, and ICTindustries. The company serves clients in over 50 languages. Learn more at:telusinternational.comThe candidate will target management of TELUS International’s entire portfolio of ITOutsourcing services including Consulting, IS and Engineering Services for targeted firms.Key responsibilities will include account penetration, development, management, andincreasing TIDS’s foothold through the promotion and sale of IT Services Solutions.Responsibilities■ EP&L Management:○ Manages the P&L for the TIDS engagement with the namedaccount/territory.○ Continuously targeting to lower the total cost of ownership for thecustomers.■ Customer Management:○ Responsible for the well-being of the long-term customer relationship andcustomer satisfaction.○ Works to be valued by the customer as a trusted advisor and reliable focalpoint for business and systems issues.■ Growth Management:○ Constantly drives to grow the TELUS International Digital Solutionsbusiness with the named account/territory, by identifying and promotingbusiness opportunities where TIDS may offer added value.○ Identifies areas for co-investment and growth.■ Service Delivery Management:○ The position will be the single point of accountability for ensuring quality,timely and on-budget delivery of TIDS projects, support & maintenanceoperations, and software solutions to the customer○ Works closely with the delivery managers and engagement team tooptimize coordination within the teams and Customer BUs to drivesynergies and efficiency.Required Knowledge and Qualifications■ Business and financial acumen: holistic operational knowledge of servicedelivery and assurance or customer care processes in a contact centerenvironment.■ Proven experience leading international clients and engagement teams thruprofessional services’ delivery engagements.■ Proven experience in growing business within existing customer accounts,hands-on as well as by leading a team of account managers. Telecom and/or ITbackground required■ Seasoned manager with the ability to hire, mentor, coach and develop a globallydispersed high performing Professional Services team.■ Must be able to work in a fast paced environment.■ Excellent problem-solving skills.■ Excellent written and verbal communication skills.■ Willingness to travel within the territory. (Upon requirement)Experience and Education■ 15+ years management experience (staff and budget responsibility) in servicesdelivery within a global enterprise.○ Experience with Telecom, 5G, Wireless domain will be needed for a betterunderstanding of BUs.■ Should be able to take ownership of every interaction and can be accountablefor effective outcomes beyond that interaction.■ Someone who can collaborate to get things done by leveraging their own uniquetalents■ Bachelor’s degree in Business or related field.■ Experience in a matrixed leadership role, leading process improvement teams,or self-managed work teams.■ Experience in a revenue-generating role.■ Demonstrated history of success in sales and / or client relationshipmanagement.■ Financial acumen – ability to read and act upon financial reports and makesound business decisions that have positive business impacts.Location: Initially remote; primary location: Philadelphia, Pennsylvania US.TELUS recognizes and embraces the importance of values in our ever-changingworkplace. To be successful, all applicants must demonstrate behaviors that are reflectiveof our values:■ We embrace change and initiate opportunity■ We have a passion for growth■ We believe in spirited teamwork■ We have the courage to innovateAt TELUS, we are committed to diversity and equitable access to employmentopportunities based on ability