Director, Service Delivery & Omnichannel Solutions
Momentum Financial Services Group • toronto, Canada
Role Description
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 opportunitie...
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 opportunitie...