Operating Model and Service Transition Lead, Contact Centre

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. **Responsibilities:** - Assess how the legacy contact centre platform is operated today and run a gap analysis of the capability, process, tooling, and skills the cloud platform requires. - Define the target operating model across service delivery and production support, service management, vendor and contract management, and environment and DevOps support. - Develop the run-state organizational design, role evolution map, RACI and escalation paths, and a skills uplift plan mapped to named roles. - Identify operational domains with no current owner, such as cloud change enablement and release, licence and capacity management, contact flow lifecycle, and AI operations. - Establish line-of-business onboarding and offboarding as a repeatable service, run 39 times across nine releases, and design the dual-run model for supporting both platforms in parallel. - Define the support model, covering incident, major incident, request, change enablement, release and escalation processes. - Establish the service level framework (SLAs, OLAs, supplier commitments) with the KPIs and reporting needed to evidence it. - Define service acceptance and go-live readiness criteria per release, lead readiness assessments, and set early life support and hypercare exit criteria. - Design the identity and access management, monitoring and alerting, and disaster recovery and business continuity operating models. - Lead the ServiceNow design for the new platform by extending the existing implementation: catalog items, workflows, incident and change models, resolver groups, CMDB and knowledge base. - Produce service operations documentation and runbooks in the standards and tooling the existing team already uses. - Build and own the FTE, resource sequencing and run-cost model for the funding submission, with the build versus run split explicit, and recommend sourcing for gaps the team cannot absorb. - Run 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. **Qualifications** - 10+ years of experience in technology operations, service transition or service delivery. - 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 hands-on operational experience with an enterprise cloud contact centre platform; Genesys Cloud strongly preferred. - 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. **Additional Information** **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.