Director, Service Delivery & Omnichannel Solutions

Director, Service Delivery & Omnichannel Solutions Toronto, Canada

Responsibilities Service Delivery Strategy & Operations

Define and lead the enterprise service delivery strategy and operating model across Service Desk and omnichannel platforms

Oversee day-to-day operations, ensuring SLA/SLO performance, stability, and continuous improvement

Lead incident, problem, and change management practices to ensure operational resilience

Oversee voice, IVR/IVA, chat, messaging, email, social, and in-store support channels

Ensure seamless integration across CRM, ITSM, analytics, and identity systems

Drive automation, self-service, and knowledge-centered service improvements

Data, Insights & Executive Reporting

Develop real-time dashboards and reporting to drive operational transparency

Translate data into actionable insights and business recommendations

Present performance, risks, and opportunitie...