Description
We are seeking a Technology Manager, Intelligent Mobility to oversee the implementation, delivery, and ongoing oversight of Customer Service Center Technology (CCT) activities.
The successful candidate will serve as the single point of accountability for CCT technology delivery, representing WSP to the client and program leadership on all technology matters.
Key responsibilities include:
- Serving as the primary technical interface to the client
- Owning end-to-end planning, coordination, execution, and control of CCT technology domains
- Leading the contact center technology implementation
- Overseeing data network and security delivery
- Standing up and managing IT Service Desk operations
- Establishing and running delivery governance
- Directing hyper-care support and knowledge transfer
- Managing technology vendors and subcontractors
The ideal candidate will have:
- A demonstrated record of delivering complex, multi-workstream technology programs
- Public sector IT service delivery experience
- Hands-on contact center technology experience
- Strong command of the full delivery lifecycle
- Excellent written and verbal communication skills
Preferred qualifications include experience in tolling, transportation, or mobility programs, PMP and/or ITIL certification, and experience managing technology partners against a conformance matrix.