Operating Model and Service Transition Lead, Contact Centre

Location: Hybrid, with 2 days per week in a downtown Toronto office, Canada

Company

hirify.global is a global IT services and consulting company supporting digital transformation for large enterprises and startups across more than 25 countries.

What you will do

• Assess the legacy contact centre operating model and identify capability, process, tooling, skills, ownership, and operational gaps for the cloud platform.
• Define the target operating model for service delivery, production support, service management, vendors, contracts, environments, and DevOps, including dual-platform support.
• Design the run-state organization, role evolution, RACI, escalation paths, skills uplift plan, onboarding and offboarding processes, and support model across 39 lines of business and nine releases.
• Establish SLAs, OLAs, supplier commitments, KPIs, reporting, service acceptance, go-live readiness, early life support, and hypercare exit criteria.
• Lead ServiceNow design covering catalog items, workflows, incident and change models, resolver groups, CMDB, and knowledge base; design IAM, monitoring, disaster recovery, and business continuity models.
• Own transition governance, operational documentation, runbooks, FTE and run-cost modelling, sourcing recommendations, workshops, knowledge transfer, and formal service acceptance.

Requirements

• 10+ years of experience in technology operations, service transition, or service delivery.
• 5+ years of hands-on experience with enterprise cloud contact centre platforms, including 2+ years with Genesys Cloud.
• Experience leading at least one enterprise cloud platform go-live, including service acceptance and operational readiness.
• Experience transitioning a new platform into an incumbent operations team, including organizational change and stakeholder management.
• 5+ years in regulated environments, with knowledge of audit, risk, controls, ITIL Service Transition, Service Validation and Testing, Change Enablement, Service Acceptance, and Knowledge Management.
• Hands-on ServiceNow experience, advanced Excel modelling, multi-vendor delivery experience, and strong facilitation and communication skills.

Nice to have

• Verint experience in workforce management, quality management, or recording.
• Knowledge of CRM integration, telephony and carrier operations, workforce management, and quality management.
• Exposure to conversational AI operations in a customer-facing environment.
• ITIL certification or contact centre operating model and organizational design experience.

Culture & Benefits

• Full-time employment with a comprehensive compensation and benefits package, including health insurance.
• Relocation program and a company-wide work-from-anywhere culture, while this role requires regular Toronto office attendance.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Global, multicultural, and inclusive working environment with open communication and team-building events.
• Focus on sustainable business practices, community empowerment, fair operating practices, environmental sustainability, and gender equality.