Service Delivery Manager
Job Description
Description
Location: Toronto, Ontario
We are seeking an experienced Service Delivery Manager to lead the service design and delivery for our critical contact centre solutions. In this role, you will manage a team of 15–20 engineers, oversee technical operations, and ensure our systems meet high standards for reliability, performance, and cost-effectiveness in support of business growth.
Key Responsibilities:
– Act as the focal point for Incident, Change, and Problem Management (ITSM) for critical contact centre applications, including IVR, Genesys CTI/Engage, call recording, Workforce Management (WFM), Nuance GK/Voice ID, Pindrop, API integrations, and AWS Connect.
– Provide hands-on technical guidance for Genesys Engage and AWS Connect (Amazon Connect is highly recommended).
– Oversee Day 2 operations support for 30+ applications, ensuring application uptime and user satisfaction meet KPIs.
– Lead and actively participate in Major Incident Response Teams (MIRT) for contact centre application incidents.
– Review changes, assess cross impacts, and coordinate with the Release Management team.
– Eliminate manual health checks by driving automation and monitoring through tools such as Dynatrace, ELK/Kibana, Cyara call monitoring, and Power BI — Site Reliability Engineering (SRE) experience is preferred.
– Drive blameless post-mortems for major incidents and foster cross-team collaboration for continual improvement.
– Architect for resilience by influencing design decisions that improve system reliability and performance.
– Develop and embed non-functional requirements (NFRs) during project scoping; lead the service transition from project to production (‘Build to Run’).
– Run the production environment by monitoring system health holistically and ensuring high availability.
– Build and maintain systems that manage platform infrastructure and applications.
– Proactively measure, analyze, and optimize system performance to stay ahead of customer needs and drive innovation.
– Provide operational support and engineering for large-scale, distributed software applications.
Must Have Skills:
– 8+ years of experience managing contact centre applications, including 3+ years in people management within large corporations or the financial sector.
– Recent hands-on expertise supporting Genesys and Amazon Connect technologies.
– Proven leadership in vendor and escalation management.
– Deep understanding of the SDLC process and the ability to collaborate with development teams on runtime issues, solution sizing, and release planning.
– Strong experience with cloud and modern infrastructure tools: AWS Lambda, ECS Fargate, Azure, GitHub, OpenShift/container-based microservices, Amazon S3, Tomcat, and Apache.
– Practical experience setting up automated monitoring and dashboards using Dynatrace, Cyara, ELK, and similar tools.
– Bachelor’s degree in Computer Science, Systems Engineering, or a related technical field (e.g., Physics, Mathematics), or equivalent practical experience.
– Systematic problem-solving skills, strong ownership mindset, and excellent communication abilities.
– Demonstrated ability to lead a high-performing service delivery team.
Nice to Have Skills:
– Working knowledge of Amazon Cloud and Cloud Development best practices.
– ITIL Foundation certification is required; ITIL Strategic Leadership or Managing Professional certification is a strong plus.
– Prior experience in an SRE role or driving SRE practices within production environments.
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Company
GuruLink
Location
Toronto
Country
Canada
Salary
125.000
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