Delivery Lead – Service Delivery (CCaaS)

This role is hybrid and requires you to be at our client office (250 Yonge St, Toronto) at a minimum 5 days per month - subject to change at any time

We are seeking a strategic and results-driven Delivery Lead for our Service Delivery team, focusing on CCaaS (Contact Center as a Service). This position is critical for ensuring the reliable, secure, scalable, and state-of-the-art implementation of our new platform and the successful transition to a Day 2 operational model.

The Delivery Lead will serve as the central point of contact for all CCSD functions, reporting to CCSD management (Senior Director and Directors), and will oversee deliverables across monitoring, incident management, infrastructure setup and implementation, service management, and contract review. This role demands strict adherence to enterprise change management and compliance standards.

Skills:

Atlassian Confluence, Change Management, Client Management, Delivery Support, English, Financial Services, Implementation Management, Portfolio Management, Service Design, Service Strategy Management, ServiceNow, Transition management, Transition Management