TELUS Health is looking for a vibrant, innovative Technical Services Manager to join our Pharmacy Solutions - Client Experience team.
The selected candidate will be responsible to assure, manage and consequently improve the quality of Pharmacy Management Solutions (PMS) services through standardized methods and procedures. For TELUS to deliver a world class Pharmacy Management Solution, there is a requirement for a combination of software, hardware and network functionality. We have a team that supports the end user, your team is expected to ensure the underlying processes and infrastructure are running smoothly ensuring our applications are available to the end user. Your job is not to solve the problem but make sure the problem gets solved. You will have the opportunity to deliver results in three key areas.
•Proactively identify failures & problems: Are we designed for success & are delighting our customers within their IT environment?
•Reactively address client incidents (break/fix): How do we identify & correct problems effectively?
•Leadership: Mentor, Support & Develop, a support team of technical IT experts What YOU Get to Do:
•Support a high performing, 7x24, Tier 2 team responsible for monitoring alarms and trouble tickets, and initiate action to resolve issues impacting our PMS; supporting your team will include scheduling, employee development, mentoring, performance management and career development
•Partner with our product development teams & third party IT vendors to integrate new products and services
•Monitor budgets and ensure tracking to plan
•Work with internal and external parties to maintain network stability, keep service levels and minimize risk during change management
•Participate as a subject matter expert and a key role for those client service initiatives that impact the client service management function
•Work with internal operations teams & vendors to resolve chronic problems that can negatively impact clients
•Enhance department and organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
•Responsible for the coordination and consolidation of changes, incidents and problems related to PMS services
•Ensure that service level agreements and key performance indicators as contracted are met or exceeded
•Define and monitor service quality measurements, determine any trends and fall-back in major services, drive related root cause analysis and ensure that all required follow-up activities are carried outQualifications:You're the missing piece of our puzzle
•3-5 years' equivalent experience of support experience in a Managed IT environment
•Strong technical affinity either in networking, Information Technology (IT) or software
•Proven capability to work in multi-function teams to resolve problems under rushed deadlines
•Strong leadership with effective people management, influencing and communication skills to drive employee engagement
•Experience with process mapping & design
•Experience with knowledge management & design
•Fully bilingual (English & French), spoken & written Great-to-haves
•Familiarity with internal TELUS Incident & Change Management processes
•Information Technology Infrastructure Library (ITIL) certification or equivalent experience
•Project Management capabilities
•Knowledge of the pharmacy and/or health industry
•Passion to improve health care in Canada Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly ® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.Disclaimer:
In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.