Operating Model and Service Transition Lead, Contact Centre
Core
Define the target operating model and lead service transition for a major Canadian bank's contact centre migration to a cloud platform, preparing the existing operations team to take ownership.
Role type
Senior IC service transition lead (contact centre)
Builds
Cloud-based contact centre platform for a major Canadian bank
Domain
Banking + Cloud Contact Centre Operations
Required skills
Service transition leadership, cloud platform operations, organizational design, RACI mapping, skills uplift planning, ServiceNow administration, run-cost modelling, multi-vendor management, ITIL Service Transition, regulated environment compliance
Preferred skills
Genesys Cloud, Verint, conversational AI operations, CRM integration, workforce management
Technologies
ServiceNow, Genesys Cloud, Excel
Responsibilities
Assess legacy platform operations and run gap analysis; Define target operating model for service delivery, support, and DevOps; Develop organizational design, role evolution map, and skills uplift plan; Establish line-of-business onboarding/offboarding and dual-run model; Define support model (incident, change, release) and SLA framework; Design IAM, monitoring, and disaster recovery models; Lead ServiceNow design extension; Produce operations documentation and runbooks; Build FTE and run-cost models; Run transition governance and facilitate knowledge transfer.
Seniority
Senior, hands-on IC
