Delivery Lead – Service Delivery (CCaaS)

Position Description:

This role is hybrid and requires you to be at our client office ( 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.

Your future duties and responsibilities:

• Oversee End-to-End Deliverables: Lead planning, coordination, and execution of all CCSD activities, ensuring seamless integration of technical and operational requirements.
• Strategic Planning: Develop, own, and maintain comprehensive implementation plans, covering scheduling, communication, risk mitigation, and execution oversight.
• Stakeholder Collaboration: Partner with internal technology teams, business stakeholders, and external vendors to align implementation activities with project goals and technical standards.
• Risk Management: Identify potential risks, issues, and dependencies; develop and implement effective mitigation strategies to ensure successful releases.
• Implementation Strategy: Collaborate with business stakeholders to define the overall implementation strategy for CCaaS initiatives. Translate business requirements into actionable technical and operational plans, and oversee execution to ensure alignment with organizational objectives and optimal business outcomes.
• Process & Compliance: Uphold and enhance operational readiness and control processes, ensuring full compliance with the institution’s rigorous standards.

Required qualifications to be successful in this role:

• Proven track record in delivering large-scale enterprise initiatives for Contact Center technology, preferably with CCaaS experience.
• Expertise in implementation strategy, management, release engineering, and project-to-Day 2 transitions.
• Strong technical background, including experience reviewing application designs and supporting infrastructure setup in complex environments.
• Experience managing complex release schedules in financial services or other highly regulated settings.
• Solid understanding of SDLC, IT Service Management (ITSM) principles, and DevOps/CI-CD practices.
• Hands-on experience with tools such as JIRA, Confluence, and ServiceNow.
• Excellent leadership presence with superior verbal and written communication skills, capable of engaging effectively with both technical teams and executive stakeholders.
• Strong analytical and problem-solving skills with the ability to operate autonomously.

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $95,–$,. This role is an existing vacancy."


#LI-GS!

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