Delivery Lead

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires: Key Responsibilities Service Delivery & Quality Control Ensure delivery of customer support services aligns with defined scope, SLAs, KPIs, and quality control standards Oversee call quality control programs, including calibration, scorecards, and audit readiness Monitor performance and identify trends, risks, and opportunities for improvement Conduct regular service health checks and performance reviews with stakeholders Maintain documentation of processes, procedures, and quality standards Performance Management & Optimization Analyze performance metrics including call quality, productivity, and customer experience trends Partner with Team Leads to implement coaching and performance improvement plans Support escalations related to quality or service performance and drive resolution Track performance risks and implement corrective actions Drive continuous improvement across processes, workflows, and tools Financial Management & SOW Governance Understand Statements of Work (SOWs) and ensure alignment to contractual deliverables Collaborate with Account Teams to manage scope, risks, and delivery against contract terms and conditions Manage revenue tracking for assigned engagements Consolidate project status, resource utilization, and budget information across engagements or portfolios Provide financial and operational reporting for Monthly and Quarterly Business Reviews (MBR/QBR) Identify and coordinate change control processes to manage scope, financial, and delivery impacts Client & Stakeholder Engagement Serve as primary liaison between TEKsystems delivery teams and client operations leadership Provide recurring reporting on performance, quality trends, and operational and financial risks Support business reviews with insights and recommendations Partner with training, workforce management, and operations teams Delivery Operations & Execution Maintain delivery artifacts, reporting dashboards, and engagement documentation Ensure compliance with contractual requirements, SOPs, and internal delivery processes Manage issue tracking and facilitate resolution Support onboarding and offboarding activities Coordinate across account teams to align delivery activities with engagement goals Consultant & Team Support Build relationships with Team Leads and support staff to ensure engagement and retention Provide guidance on performance management and coaching Partner with HR on employee relations and escalations Support workforce activities including attrition tracking and team alignment Required Qualifications 3–5 years of experience in customer service or call center operations Experience with call quality control programs or performance frameworks Strong analytical and problem-solving skills Experience in a client-facing or managed services environment Strong communication skills Preferred Qualifications Experience managing SOWs, budgets, or financial tracking within a delivery or services environment Exposure to workforce management or training programs Familiarity with call monitoring or operational tools Experience supporting high-volume customer support operations Exposure to financial reporting, revenue tracking, or business reviews (MBR/QBR) Core Competencies Customer Focus Plans & Aligns Ensures Accountability Communicates Effectively Manages Ambiguity Action Oriented Builds Relationships Education & Experience Bachelor’s degree or equivalent experience preferred Strong proficiency with Excel and reporting tools Experience with structured delivery processes and documentation standards

The Delivery Lead ensures customer support services align with SLAs and KPIs while overseeing quality control and performance optimization. They are also responsible for SOW governance, financial tracking, and serving as the primary liaison between delivery teams and client leadership.

Candidates need 3-5 years of experience in customer service or call center operations, specifically with quality control frameworks and client-facing managed services. A bachelor's degree and proficiency in Excel and reporting tools are preferred.

• Problem solvingPreferred
• Microsoft ExcelPreferred

Identified from the job description. Confirm important requirements above.

• Service Delivery
• Quality Control
• Performance Management
• Financial Management
• SOW Governance
• Stakeholder Engagement
• Client Relationship Management
• Operational Reporting
• Call Center Operations
• Analytical Skills
• Problem Solving
• Communication Skills
• Excel
• Resource Utilization
• Change Control
• Coaching

• Management & Leadership
• Customer Service & Support
• Consulting
• Technology
• Data & Analytics

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Apply by

Sep 24, 2026

Posting language

English

Working hours

40 hours per week

Location requirements

Country, Mississauga, Ontario, Canada

Seniority

Mid-Senior level

Application method

Direct apply is available