Job Description

We’re seeking a strategic and experienced Delivery Lead to support enterprise-scale contact center transformation technology initiatives within a major North American financial institution. In this role, you’ll manage and execute production and PAT environment deployments, playing a critical part in enabling reliable, secure, and scalable releases, while aligning to enterprise change management and compliance standards.

You will partner closely with internal technology teams, business stakeholders, and external vendors to develop and own end-to-end deployment plans - from scheduling and coordination to risk mitigation and execution oversight.

Term: Contract with high possibility of extension

Location: Toronto, ON (1-2 days onsite)

Keywords: Omni Channel, Contact Center as a Service (CCaaS), Digital Transformation, AML, ACH, KYC

NOTE: Please apply with your Word version resume

What You'll Do

• Lead end-to-end planning and execution of deployments in PAT and production environments.
  
• Integrate deployment best practices into project delivery, ensuring stability and scalability.
  
• Communicate status, risks, and impacts clearly across stakeholders, including senior leadership.
  
• Maintain deployment readiness and control processes in compliance with enterprise standards.
  
• Use tools like ServiceNow, JIRA, and Confluence to manage workflows and reporting.
  
• Ensure alignment with DevOps principles and hybrid (Agile/Waterfall) delivery environments.
  
• Proactively identify risks and blockers, and develop mitigation or collision-avoidance strategies.
  

Requirements

What You Bring

• 8-10+ years in deployment management, release management, or related ITS project roles.
  
• 5+ years of experience in information systems operations environment in service management, systems analysis, or development.
  
• Proven experience in large enterprise IT environments with complex release schedules.
  
• Strong understanding of service management lifecycles, SDLC, and DevOps/CI-CD principles.
  
• Familiarity with hybrid cloud environments and secure release protocols.
  
• Excellent communication and stakeholder management skills, including leadership presence.
  
• Hands-on with JIRA, Confluence, and ServiceNow.
  
• Comfortable working across both Agile and Waterfall project teams.
  
• Strong analytical thinking and the ability to operate autonomously.
  
• Previous software development or application support experience is a strong asset.
  

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