Director, Service Delivery & Omnichannel Solutions Toronto, CanadaResponsibilities Service Delivery Strategy & OperationsDefine and lead the enterprise service delivery strategy and operating model across Service Desk and omnichannel platformsOversee day-to-day operations, ensuring SLA/SLO performance, stability, and continuous improvementLead incident, problem, and change management practices to ensure operational resilienceOversee voice, IVR/IVA, chat, messaging, email, social, and in-store support channelsEnsure seamless integration across CRM, ITSM, analytics, and identity systemsDrive automation, self-service, and knowledge-centered service improvementsData, Insights & Executive ReportingDevelop real-time dashboards and reporting to drive operational transparencyTranslate data into actionable insights and business recommendationsPresent performance, risks, and opportunities to executive stakeholdersPartner with IT, CX, Risk, Finance, and business leaders to align prioritiesManage multi-vendor ecosystems and ensure performance against SLAsLead governance forums and cross-functional initiativesLead and develop high‑performing teams across service delivery and platformsFoster a culture of accountability, innovation, and continuous improvementBuild leadership capability and succession planningQualifications12+ years of experience in service delivery, IT operations, or omnichannel environments5+ years in senior leadership roles with budget and team accountabilityDeep expertise in Service Desk, ITSM, and omnichannel platforms (IVR, chat, WFM, QA, etc.)Strong experience in vendor management and regulated environmentsProven ability to lead large-scale transformation and modernization initiativesStrong executive presence and stakeholder management skillsEducation & ExperienceBachelor’s degree in Business, IT, Operations, or related fieldMBA or advanced degree is an assetITIL v4 required; PMP, Lean/Six Sigma, or similar certifications are assetsSalary 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