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 <...