[Hiring] Agile Project Manager @TELUS Digital

Role Description

The Agile Project Manager will oversee the end-to-end management of a complex ServiceNow and multi-platform transformation project. This role involves guiding the project through its lifecycle, ensuring alignment with strategic objectives, and delivering value iteratively.

• Act as a key liaison between stakeholders, technical teams, and vendor partners to ensure seamless execution and integration of all project components.
• Navigate the complexities of a multi-customer, highly integrated environment.
• Remove impediments and foster a culture of continuous improvement and collaboration between development teams, product owners, and stakeholders.

Responsibilities

• Lead and facilitate all Scrum ceremonies for the ServiceNow development team, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
• Guide the team through the project's phased delivery framework, ensuring successful execution from initial strategy and design through to execution and hypercare support.
• Partner closely with Product Owners to manage and prioritize the product backlog, ensuring alignment with project goals and business value delivery.
• In-depth knowledge of ServiceNow modules (ITSM, ITOM, CSM) and integration capabilities.
• Act as the primary facilitator for communication between the development team, business stakeholders, and project leadership.
• Monitor and optimize team performance, using metrics to identify areas for improvement and drive continuous process improvement initiatives.
• Collaborate with teams responsible for the API Gateway (Kong), Pub/Sub brokers (Kafka), and AIOps platforms (watsonx, Dynatrace).
• Ensure the team's work aligns with the architectural vision for Domain Separation, enabling secure multi-tenancy in the ServiceNow platform.
• Champion a culture of continuous improvement by using retrospectives and metrics to identify and implement process enhancements.

Qualifications

• 5+ years of experience as a Scrum Master in a software development or IT implementation environment.
• Proven experience working on projects within the Telecommunications (Telco) industry is an advantage.
• 3+ years of experience leading ServiceNow implementations or similar enterprise IT projects.
• Relevant certifications such as PMP, Certified ScrumMaster (CSM), Professional Scrum Master (PSM), or equivalent Agile certification.
• Strong knowledge of Agile/Scrum methodologies and techniques.
• Excellent communication, facilitation, and stakeholder management skills.
• Strong problem-solving skills and the ability to manage complex, multi-vendor project environments.

Preferred Qualifications

• Experience with ServiceNow platform implementations, particularly in the telecommunications industry.
• Familiarity with ServiceNow modules: ITSM, CSM, ITOM, TSM, SPM, or CMDB.
• Understanding of the Common Service Data Model (CSDM) framework.
• Experience with domain-separated or multi-customer configurations.
• Knowledge of TM Forum standards (TMF APIs) and their application in a telecommunications context.
• Experience with AI-driven service management concepts, including AIOps, Virtual Agents, and Predictive Intelligence.
• Bilingual proficiency in English and French is an asset.
• Experience working in a consulting environment.

Benefits

• Healthcare benefits - Medical, Vision, Dental
• Retirement Savings Matching
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual Performance Bonus based on personal, division/business unit, and company performance.

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.