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Senior Director, Global Resource Management

2 weeks ago

Columbus, Ohio, United States WillowTree [PROD] 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.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

Our Senior Director, Resource Management, will be an integral part of our business at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based in our Columbus, OH office OR our Charlottesville, VA office.

The Opportunity

The Senior Director, Global Resource Management plays a critical leadership role within the Professional Services organization, driving the planning, allocation, and optimization of our global delivery workforce across all client engagements. Reporting to the Global SVP, Service Delivery & Operations, this leader serves as the connective tissue between Delivery, Commercial, Talent Acquisition, and Finance, ensuring that resource planning and new hire allocation align with client demand, revenue goals, and delivery capacity.

This role oversees a global team of Resource Managers and is accountable for ensuring optimal utilization, balanced workloads, and scalable processes that support growth, profitability, and exceptional client outcomes.

Responsibilities

Global Resource Strategy & Leadership

  • Lead the global Resource Management function, managing regional Resource Managers across all delivery hubs.
  • Define and execute the global resource planning strategy that aligns talent supply with client demand and commercial forecasts.
  • Partner closely with Delivery and Business Development leadership to plan staffing for new client projects, expansion deals, and renewals.
  • Serve as the strategic bridge between Delivery, Talent Acquisition, and Finance to ensure hiring priorities align with projected project needs and billability targets.

Workforce Planning & Talent Alignment

  • Forecast workforce needs based on sales pipeline, project backlog, and delivery roadmaps.
  • Collaborate with Talent Acquisition to prioritize and sequence hiring by skillset, region, and project timeline.
  • Partner with Commercial and Finance teams to ensure global staffing models support revenue, margin, and utilization targets.
  • Manage bench capacity and global mobility planning, including internal transfers and upskilling.

Utilization, Billability & Profitability

  • Own utilization and billability metrics globally, setting consistent definitions, targets, and accountability frameworks.
  • Partner with Finance to connect utilization and staffing data to revenue forecasting, cost management, and margin performance.
  • Create and maintain dashboards and reports that provide real-time visibility into resourcing, project profitability, and hiring impact.
  • Monitor and resolve resource bottlenecks, underutilization, and cross-entity billing complexities tied to M&A structures.

Operational Governance & Systems

  • Implement a standardized global resourcing process and governance framework across all regions and service lines.
  • Maintain and enhance resourcing systems to ensure data integrity and reporting accuracy.
  • Partner with Finance and Delivery Ops to manage multi-entity billing and cost allocations resulting from mergers and acquisitions.
  • Drive continuous improvement through automation, analytics, and workflow optimization.

Stakeholder Collaboration & Influence

  • Partner with Commercial and Delivery leadership to model staffing scenarios for large or strategic client pursuits.
  • Serve as a strategic advisor to the Global SVP, Service Delivery & Operations, on global workforce strategy, headcount scaling, and profitability levers.
  • Collaborate with HR and Learning teams to identify skill gaps, forecast future capability needs, and guide professional development aligned to demand.
Competencies
  • 8+ years of experience in Professional Services, Consulting, or Technology Services organizations.
  • 5+ years in a leadership role overseeing global Resource Management, Workforce Planning, or Delivery Operations.
  • Proven ability to drive utilization and profitability improvements while maintaining delivery excellence.
  • Strong financial and operational acumen with expertise in project accounting, multi-entity billing, and commercial alignment.
  • Experience working across Delivery, TA, and Commercial/Business Development teams to align workforce and revenue planning.
  • Skilled at managing distributed teams across regions and time zones.
  • Deep understanding of Professional Services metrics: utilization, billability, margin, backlog, and revenue forecasting
  • Proficiency with Certinia PSA and Salesforce or other PSA/ERP systems (e.g., Kantata, Workday, Smartsheet, etc.)
Bonus Points
  • Experience with Mergers & Acquisitions
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.

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