Service Delivery and Operations Manager

Location: Guatemala / El Salvador

Work style: Hybrid

Modality: Full-time

Who We Are

Welcome to TELUS Digital, where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

About the Role

The Service Delivery and Operations Manager is responsible for leading the end-to-end delivery of multiple complex software projects simultaneously while ensuring operational profitability and compliance with corporate targets for the account under supervision. This role requires exceptional organizational and technical leadership capabilities to ensure the successful delivery of high-quality solutions on time and within budget. A critical aspect of this role is procuring long-term client relationships, managing talent development and staffing levels, and maintaining transparent communication with stakeholders through proactive risk management.

Key Responsibilities:

• Project and Delivery Management: Simultaneously manage and oversee 5-10+ concurrent software delivery initiatives across distributed teams. Own the delivery roadmap, manage project timelines, budgets, resources, and scope, and track key performance indicators (KPIs) and delivery metrics. Proactively identify, assess, and document project risks and develop comprehensive mitigation strategies.

• Operational and Talent Management: Ensure profitability and compliance, and manage finances based on profit and operating costs. Achieve client goals by aligning the team and team members with established requirements. Develop the assigned team, conduct performance reviews, and support career development.

• Stakeholder and Client Relations: Receive and solve client's concerns and inquiries. Prepare and lead MBRs and QBRs. Present project status updates to executive leadership and key stakeholders using RAG status indicators. Facilitate decision-making sessions on critical project matters.

Required Experience:

• Bachelor's degree in Computer Science, Systems Engineer, Business, or a related field.

• 3+ years of delivery/project management experience or similar roles.

• Proven experience leading large groups (40+).

• 3+ years in a senior leadership role managing teams, including managing 5+ concurrent projects.

• Understanding and experience of Agile methodologies and the Software Development Lifecycle.

• Experience with Financial reporting/analysis and setting realistic budgetary expectations.

• English B2 or above (oral and written comprehension).

Great to have

• Demonstrated experience presenting to executives and senior stakeholders.

• 2+ years of experience leading software development/implementation projects.

• Master's degree (MBA preferred).

• PMP, CSM, SAFe, PMI-RMP, or similar certifications.

• Experience in consulting background and/or outsourcing.

• Experience with distributed/remote team management across time zones.

• Awareness of modern development practices (DevOps, CI/CD, cloud platforms).

What’s in it for you:

• Private medical and life insurance from day one

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.