Director, Service Delivery & Omnichannel Solutions Toronto, Canada Responsibilities Service Delivery Strategy & Operations Define and lead the enterprise service delivery strategy and operating model across Service Desk and omnichannel platforms Oversee day-to-day operations, ensuring SLA/SLO performance, stability, and continuous improvement Lead incident, problem, and change management practices to ensure operational resilience Oversee voice, IVR/IVA, chat, messaging, email, social, and in-store support channels Ensure seamless integration across CRM, ITSM, analytics, and identity systems Drive automation, self-service, and knowledge-centered service improvements Data, Insights & Executive Reporting Develop real-time dashboards and reporting to drive operational transparency Translate data into actionable insights and business recommendations Present performance, risks, and opportunities to executive stakeholders Partner with IT, CX, Risk, Finance, and business leaders to align priorities Manage multi-vendor ecosystems and ensure performance against SLAs Lead governance forums and cross-functional initiatives Lead and develop high‑performing teams across service delivery and platforms Foster a culture of accountability, innovation, and continuous improvement Build leadership capability and succession planning Qualifications 12+ years of experience in service delivery, IT operations, or omnichannel environments 5+ years in senior leadership roles with budget and team accountability Deep expertise in Service Desk, ITSM, and omnichannel platforms (IVR, chat, WFM, QA, etc.) Strong experience in vendor management and regulated environments Proven ability to lead large-scale transformation and modernization initiatives Strong executive presence and stakeholder management skills Education & Experience Bachelor’s degree in Business, IT, Operations, or related field MBA or advanced degree is an asset ITIL v4 required; PMP, Lean/Six Sigma, or similar certifications are assets Salary range: C$155,000 to C$165,000. Equal Opportunity Employer MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment, and selection process. If you require accommodation, please notify MFSG to determine how to meet your needs. #J-18808-Ljbffr