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Director, Service Delivery & Omnichannel Solutions

Company

Momentum Financial Services Group

Location

toronto, Canada

Type

Full-time

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 <...

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