Senior Service Delivery Manager

6 days ago

Old Toronto, Canada Limitless Staffing Full time

ATTENTION: LinkedIn is the only acceptable method to apply for this position. Limitless will contact the candidates selected. Please do not contact Limitless personnel via email or telephone. No other resumes will be considered using an alternative submission process.

Our client is a well-established financial institution with a significant presence in North America. We are seeking a highly skilled Sr. Manager – Contact Centre Service Delivery to join their dynamic team

Responsibilities

  • Manage a service delivery team or Day2 operation support for the contact centre solution (CCS).
  • Serve as the focal point for Problem, Incident, and Change (ITSM) for contact centre critical applications (e.g., IVR, Genesys CTI/Engage, call recording, WFM).
  • Oversee 20+ individual application Day2 support, adhering to company KPIs for application uptime and user satisfaction.
  • Actively participate in and lead Contact Centre Application incidents (MIRT Participation).
  • Review changes and cross impacts, and run meetings with central and CCS change coordination teams.
  • Develop monitoring and automation to eliminate manual health checks using Dynatrace, ELK/Kibana, Power BI, and Cyara call monitoring systems.
  • Conduct blameless post-mortems of major incidents to drive better cross-team collaboration.
  • Gain full visibility into system health and proactively identify and remediate issues before SLAs are violated.
  • Inform architectural design decisions to build more reliable systems based on resiliency principles.
  • Develop non-functional requirements (NFR) during project scope to include in the DRS/Design document.
  • Monitor the production environment by evaluating availability and taking a holistic view of system health.
  • Build software and systems to manage platform infrastructure and applications.
  • Improve reliability, quality, and time-to-market of our suite of software solutions.
  • Measure and optimize system performance, anticipating customer needs and innovating for continual improvement.
  • Provide primary operational support and engineering for multiple large-scale distributed software applications.
  • Work effectively in an agile and 24x7 running production environment.

Qualifications

  • 5+ years of contact center applications management leadership experience and 3+ years of people management experience with large corporates or financial industries.
  • ITIL Foundation certification required; ITIL strategic leadership or managing professional certification is a plus.
  • Bachelor’s degree in Computer Science or a related technical field involving systems engineering (e.g., Physics or Mathematics), or equivalent practical experience.
  • Proven leadership in vendor and escalation management.
  • Experience in supporting contact centre technologies using Genesys preferred. Managing any top-tier CCaaS solution is a plus.
  • Expert understanding of the SDLC process and the ability to work with the dev team to provide feedback on runtime issues, solution sizing, and release planning.
  • Experience with AWS Lambda, Azure, GitHub, OpenShift/container-based microservices, Amazon S3, Tomcat, and Apache web engines.
  • Proactive approach to identifying problems, performance bottlenecks, and areas for improvement.
  • Systematic problem-solving approach coupled with effective communication skills and a sense of ownership and drive.
  • Proven experience with configuring and setting up practices for automated monitoring and dashboarding using Dynatrace, Cyara, ELK, etc.

Note: Position is for Limitless Staffing's client that will remain undisclosed until applicant is selected for interview.

Limitless Staffing is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, colour, religion, national origin, gender, sexual orientation, age, marital status, or disability status.

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Limitless Staffing in Toronto, Ontario, Canada

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