This role is hybrid and requires you to be at our client office (250 Yonge St, Toronto) at a minimum 5 days per month - subject to change at any time

We are seeking a strategic and results-driven Delivery Lead for our Service Delivery team, focusing on CCaaS (Contact Center as a Service). This position is critical for ensuring the reliable, secure, scalable, and state-of-the-art implementation of our new platform and the successful transition to a Day 2 operational model.

The Delivery Lead will serve as the central point of contact for all CCSD functions, reporting to CCSD management (Senior Director and Directors), and will oversee deliverables across monitoring, incident management, infrastructure setup and implementation, service management, and contract review. This role demands strict adherence to enterprise change management and compliance standards.

Your future duties and responsibilities

• Oversee End-to-End Deliverables: Lead planning, coordination, and execution of all CCSD activities, ensuring seamless integration of technical and operational requirements.
• Strategic Planning: Develop, own, and maintain comprehensive implementation plans, covering scheduling, communication, risk mitigation, and execution oversight.
• Stakeholder Collaboration: Partner with internal technology teams, business stakeholders, and external vendors to align implementation activities with project goals and technical standards.
• Risk Management: Identify potential risks, issues, and dependencies; develop and implement effective mitigation strategies to ensure successful releases.
• Implementation Strategy: Collaborate with business stakeholders to define the overall implementation strategy for CCaaS initiatives. Translate business requirements into actionable technical and operational plans, and oversee execution to ensure alignment with organizational objectives and optimal business outcomes.
• Process & Compliance: Uphold and enhance operational readiness and control processes, ensuring full compliance with the institution’s rigorous standards.

Required qualifications to be successful in this role

• Proven track record in delivering large-scale enterprise initiatives for Contact Center technology, preferably with CCaaS experience.

• Expertise in implementation strategy, management, release engineering, and project-to-Day 2 transitions.

• Strong technical background, including experience reviewing application designs and supporting infrastructure setup in complex environments.

• Experience managing complex release schedules in financial services or other highly regulated settings.

• Solid understanding of SDLC, IT Service Management (ITSM) principles, and DevOps/CI-CD practices.

• Hands-on experience with tools such as JIRA, Confluence, and ServiceNow.

• Excellent leadership presence with superior verbal and written communication skills, capable of engaging effectively with both technical teams and executive stakeholders.

• Strong analytical and problem-solving skills with the ability to operate autonomously.

#LI-GS!

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.