Operating Model and Service Transition Lead, Contact Centre

Job description

We are looking for a Service Transition Lead, Contact Centre to define the target operating model and lead the service transition for a major Canadian bank's contact centre migration to a cloud platform, spanning 39 lines of business and nine releases. The platform build is already underway. You will define how the new platform will be run once live, and prepare the bank's existing operations team to take ownership of it while the build is still in flight. This is an evolution of an established operating environment, not a blank sheet: the work is as much about the people who will operate the platform as about the model itself. You will be embedded with the delivery team, sitting in design and architecture sessions and design governance, and working with procurement and vendor management. You will work as a two-person unit with a dedicated Operating Model and Service Transition Analyst, who supports artifact production and working sessions, so you can focus on decisions and stakeholders. Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office. Responsibilities: Assess the current operating model of the legacy contact centre platform and conduct a gap analysis of the capabilities, processes, tooling, and skills required for the cloud platform, identifying operational domains without clear ownership, including cloud change enablement and release, licence and capacity management, contact flow lifecycle, and AI operations. Define the target operating model across service delivery and production support, service management, vendor and contract management, and environment and DevOps support, including the dual-run model for supporting both platforms in parallel. Develop the run-state organizational design, role evolution map, RACI, escalation paths, and skills uplift plan mapped to named roles, ensuring operational responsibilities and capability gaps are addressed. Establish repeatable line-of-business onboarding and offboarding processes to be executed 39 times across nine releases, and define the support model covering incident, major incident, request, change enablement, release, and escalation processes. Establish the service level framework, including SLAs, OLAs, supplier commitments, KPIs, and reporting; define service acceptance and go-live readiness criteria for each release, lead readiness assessments, and establish early life support and hypercare exit criteria. Design the operating models for identity and access management, monitoring and alerting, disaster recovery, and business continuity; lead ServiceNow design for the new platform by extending the existing implementation to cover catalog items, workflows, incident and change models, resolver groups, CMDB, and knowledge base. Produce service operations documentation and runbooks aligned with the existing team's standards and tooling; build and own the FTE, resource sequencing, and run-cost model for the funding submission, explicitly separating build and run costs, and recommend sourcing options for capability gaps the team cannot absorb. Lead transition governance and reporting into programme governance, including the transition RAID log; facilitate in-person workshops with the incumbent operations team, lead knowledge transfer to named receivers, and secure formal service acceptance from operations leadership. 10+ years of experience in technology operations, service transition, or service delivery. 5+ years of hands-on operational experience with an enterprise cloud contact centre platform; 2+ years of experience with Genesys Cloud. Led service transition through at least one enterprise cloud platform go-live, with accountability for service acceptance criteria and operational readiness. Proven experience transitioning a new platform into an incumbent operations team, including the organizational change and stakeholder management involved. Greenfield operating model design alone is not sufficient. 5+ years of experience in regulated environments, with working knowledge of audit, risk and control expectations for production change. Strong command of ITIL Service Transition, Service Validation and Testing, Change Enablement, Service Acceptance and Knowledge Management. Hands-on ServiceNow experience across service catalog, assignment and resolver groups, incident and change workflows, CMDB and knowledge base, including evolving an existing implementation through a platform change. Advanced Excel modelling; has personally built a run-cost and resourcing model and defended it in a funding review. Experience working in multi-vendor delivery models alongside a systems integrator, managing supplier dependencies through transition. Strong facilitation and communication skills, with the ability to influence architecture and delivery decisions in the room. Nice to have: Verint experience across workforce management, quality management or recording. Working knowledge of CRM integration, telephony and carrier operations, workforce management and quality management. Exposure to conversational AI operations in a customer-facing setting. ITIL certification. Operating model or organizational design experience in a contact centre setting. We offer: Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. Work From Anywhere Culture: make the most of the flexibility that comes with remote work. Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.