Senior Technical Product Manager

Description

At TELUS, we’re a product-minded, customer-driven team within the Commercial & Public Sector E2E Digital Transformation group. Our mission is to simplify systems, automate processes, and empower Operations teams to focus on what matters most: our customers. We build and enhance the ServiceNow platform that underpins TELUS’s value chains and customer journeys.

We are seeking a Sr Technical Product Manager to lead the evolution of key elements within our ServiceNow and adjacent ecosystem as part of our Managed Service Transformation program. This is a strategic opportunity to accelerate TELUS Business Solutions' market evolution by combining product ownership, technical expertise, and business acumen to drive roadmap initiatives that improve customer experience, enhance operational efficiency, and support revenue growth.

In this role, you'll influence strategy, lead delivery, and shape the future of TELUS's service management capabilities.

What we're looking for: A hands-on product management professional with direct experience managing ServiceNow platforms—specifically in ITSM, CSM, SPM, or TPSM modules. We need someone with proven expertise in these domains, not simply someone familiar with the platform as a user.

What You’ll Do

• Act as Sr Technical Product Manager for specific value chain roadmap initiatives, defining vision, scope, and priorities

• Provide business & technical leadership and consulting on infrastructure and service management solutions

• Lead roadmap execution: streamline processes, optimize workflows, and maximize ServiceNow and adjacent systems and align to desired business outcomes

• Build strong, trusted relationships with stakeholders across TELUS Business Solutions

• Guide business case development and provide input on roadmap priorities

• Mentor and collaborate with team members, supporting their growth and success

• Deliver clear and regular status updates, highlighting risks and mitigation plans

Qualifications

What You Bring

• Proven experience leading complex transformation projects with a track record of high-quality delivery

• Deep knowledge of ServiceNow and/or Netcracker (current capabilities, roadmap, and industry trends). (Mandatory)

• Strong technical expertise in at least one domain: operating systems, cloud applications, databases, or networks

• Excellent planning, analysis, and problem-solving skills

• Financial acumen: ability to build business cases that balance benefits, costs, and ROI

• Familiarity with Agile (SAFe), Waterfall, DevOps, and tools such as JIRA, ServiceNow, Kanban, and Scrum

• Strong collaboration skills with the ability to engage stakeholders and mentor team members

Preferred Qualifications

• ServiceNow certifications (CIS - ITSM, CSM, SPM, TPSM, etc.)

• ITIL, Agile, Lean Six Sigma, or Business Analysis certifications/courses

• Post-secondary diploma or equivalent experience

• 5-7 years of relevant experience

• Bilingual (English/French) an asset

What We Offer

• A collaborative, inclusive environment where celebrating success is part of our culture

• Opportunities for continuous learning and professional growth across technology, customer experience, and industry best practices

• The chance to influence multiple teams, build strong relationships, and deliver meaningful impact

• A workplace where we work hard, celebrate together, and have fun along the way

Join us in shaping the future of TELUS service management. If you are passionate about driving transformation and thrive in a fast-paced, collaborative environment, we want to hear from you!