Senior Manager - Emergency Response & Business Continuity

About the role

The Senior Manager, Emergency Response & Business Continuity leads TELUS Digital’s global emergency response and business continuity function. Reporting to the Director, this role oversees a distributed team of 15+ professionals across the Americas, EMEA and APAC, ensuring rapid, coordinated action for incidents affecting more than 80,000 employees in 30+ countries.

Key responsibilities

• Activate and lead the Global Emergency Management Operations Center (EMOC) for multi‑region emergencies, facilitating rapid decision‑making and cross‑functional coordination.
• Build, coach and manage a high‑performing regional team of leads and planners, establishing sustainable coverage models.
• Own the global Business Continuity Planning (BCP) program, driving site‑level plan development, maintenance and alignment with enterprise standards.
• Partner with Operations, IT/NOC, Security, Facilities and HR to design recovery strategies for critical systems and services.
• Design and execute annual BCP drills, impact analyses, recovery‑time‑objective definitions and tabletop exercises.
• Lead post‑incident reviews, capture lessons learned, and implement continuous improvement actions.
• Champion organizational change, integrating EMOC and BCP structures while managing stakeholder resistance.
• Utilise incident‑management platforms, mass‑notification systems and threat‑intelligence tools to maintain real‑time situational awareness.

Required profile

• Bachelor’s degree in Emergency Management, Business Continuity, or a related field.
• 10+ years of experience in emergency response, business continuity, or BPO/CX operations with 24/7 workforce models.
• Proven track record of leading large, geographically dispersed teams and managing complex, multi‑country incidents.
• Strong stakeholder‑management and executive‑communication skills.
• Ability to travel 25‑30% of the time for site visits and incident response.

Required skills

• Incident management platforms
• Mass notification systems
• Threat intelligence tools