At a Glance
- Tasks: Lead the transition of a cloud contact centre for a major Canadian bank.
- Company: Join Miratech, a leader in tech operations with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on service excellence and operational readiness.
- Why this job: Make a significant impact on a large-scale migration project in a dynamic environment.
- Qualifications: 10+ years in tech operations and experience with cloud contact centre platforms.
The predicted salary is between 121500 - 148500 $ per year.
Lead cloud contact centre transition at Miratech, applying service acceptance and ServiceNow expertise in a hybrid Toronto model. Work two days weekly downtown. This Service Transition Lead will define the target operating model for a major Canadian bank’s migration. The work spans 39 lines of business, nine releases, and dual-platform operations. You will guide operational readiness, stakeholder decisions, and transition governance with an Analyst supporting artifacts and working sessions.
Key Responsibilities:
- Assess legacy capabilities, processes, tooling, skills, and ownership gaps
- Define target service delivery and production support operating models
- Establish onboarding, offboarding, support, and service level processes
- Lead ServiceNow design, readiness assessments, and hypercare exit criteria
- Facilitate workshops, knowledge transfer, governance, and formal service acceptance
Requirements:
- 10+ years in technology operations, service transition, or service delivery
- 5+ years operating enterprise cloud contact centre platforms
- 2+ years with Genesys Cloud Enterprise cloud go-live transition and operational readiness accountability
- Hands-on ServiceNow, ITIL, regulated environment, and advanced Excel experience
Apply service transition, operating model, ServiceNow, and readiness expertise to Miratech’s complex Canadian bank migration.
Service Transition Lead Contact Centre in Toronto employer: Miratech Group
Miratech is an exceptional employer that fosters a culture of Relentless Performance, ensuring a 99% project success rate and over 30% year-over-year revenue growth. With a commitment to employee development through mentorship, certification programs, and a welcoming multicultural environment, team members can thrive while working on impactful projects for top global clients. The comprehensive benefits package, including health insurance and language courses, along with a focus on social sustainability, makes Miratech a rewarding place to build a meaningful career.
