Delivery Lead

TEK Systems; Ottawa; Hybrid; CAD 56,000 - 84,000; Full time

Job summary

TEKsystems is seeking a Delivery Operations professional in Ottawa, ON to oversee service delivery quality and performance reporting in a hybrid role.

You will manage SOW governance, coordinate with account teams, and drive continuous improvement across processes and tools while ensuring alignment to contract terms.

Candidates typically have 3–5 years in customer service or call center ops, strong analytical skills, and excellent communication; proficiency with Excel is a plus.

Qualifications

• 3–5 years of experience in customer service or call center operations.
• Experience with call quality control programs or performance frameworks.
• Strong analytical and problem-solving skills.
• Experience in a client-facing or managed services environment.
• Strong communication skills.

Responsibilities

• Service Delivery & Quality Control: ensure delivery of customer support services aligns with scope, SLAs, KPIs and quality standards.
• Performance Management & Optimization: analyze metrics and partner with teams to implement coaching and improvement plans.
• Financial Management & SOW Governance: understand SOWs and manage scope, risks, and delivery against terms.
• Client & Stakeholder Engagement: act as liaison between TEKsystems delivery teams and client operations leadership.
• Delivery Operations & Execution: maintain delivery artifacts, reporting dashboards, and engagement documentation.
• Consultant & Team Support: support workforce activities and team alignment.

Skills

Customer service

Call quality control

Analytical thinking

Communication skills

Client-facing

Education

Bachelor’s degree or equivalent experience

Tools

Excel

Job description

Description

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success.

Ready to join us?

Here’s what the opportunity supported through our TGS Talent Acquisition Team requires:

Key Responsibilities

• Service Delivery & Quality Control
• Ensure delivery of customer support services aligns with defined scope, SLAs, KPIs, and quality control standards
• Oversee call quality control programs, including calibration, scorecards, and audit readiness
• Monitor performance and identify trends, risks, and opportunities for improvement
• Conduct regular service health checks and performance reviews with stakeholders
• Maintain documentation of processes, procedures, and quality standards

Performance Management & Optimization

• Analyze performance metrics including call quality, productivity, and customer experience trends
• Partner with Team Leads to implement coaching and performance improvement plans
• Support escalations related to quality or service performance and drive resolution
• Track performance risks and implement corrective actions
• Drive continuous improvement across processes, workflows, and tools

Financial Management & SOW Governance

• Understand Statements of Work (SOWs) and ensure alignment to contractual deliverables
• Collaborate with Account Teams to manage scope, risks, and delivery against contract terms and conditions
• Manage revenue tracking for assigned engagements
• Consolidate project status, resource utilization, and budget information across engagements or portfolios
• Provide financial and operational reporting for Monthly and Quarterly Business Reviews (MBR/QBR)
• Identify and coordinate change control processes to manage scope, financial, and delivery impacts

Client & Stakeholder Engagement

• Serve as primary liaison between TEKsystems delivery teams and client operations leadership
• Provide recurring reporting on performance, quality trends, and operational and financial risks
• Support business reviews with insights and recommendations
• Partner with training, workforce management, and operations teams

Delivery Operations & Execution

• Maintain delivery artifacts, reporting dashboards, and engagement documentation
• Ensure compliance with contractual requirements, SOPs, and internal delivery processes
• Manage issue tracking and facilitate resolution
• Support onboarding and offboarding activities
• Coordinate across account teams to align delivery activities with engagement goals

Consultant & Team Support

• Build relationships with Team Leads and support staff to ensure engagement and retention
• Provide guidance on performance management and coaching
• Partner with HR on employee relations and escalations
• Support workforce activities including attrition tracking and team alignment

Required Qualifications

• 3–5 years of experience in customer service or call center operations
• Experience with call quality control programs or performance frameworks
• Strong analytical and problem-solving skills
• Experience in a client-facing or managed services environment
• Strong communication skills

Preferred Qualifications

• Experience managing SOWs, budgets, or financial tracking within a delivery or services environment
• Exposure to workforce management or training programs
• Familiarity with call monitoring or operational tools
• Experience supporting high-volume customer support operations
• Exposure to financial reporting, revenue tracking, or business reviews (MBR/QBR)

Core Competencies

• Customer Focus
• Plans & Aligns
• Ensures Accountability
• Communicates Effectively
• Manages Ambiguity
• Action Oriented
• Builds Relationships

Education & Experience

• Bachelor’s degree or equivalent experience preferred
• Strong proficiency with Excel and reporting tools
• Experience with structured delivery processes and documentation standards

Job Type & Location

This is a Permanent position based out of Ottawa, ON.

Pay and Benefits

The pay range for this position is $56000.00 - $84000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Workplace Type

This is a hybrid position in Ottawa,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.

Ordonnance sur l’égalité des chances de San Francisco:Conformément à l’Ordonnance sur l’égalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.

Utilisation de l’intelligence artificielle (IA):Nous pouvons utiliser l’intelligence artificielle (IA) pour soutenir certaines étapes de notre processus d’embauche, notamment la recherche, la présélection et l’évaluation des candidatures. L’IA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à l’aide d’outils d’IA.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.econnaissez et acceptez que celle-ci puisse être examinée à l’aide d’outils d’IA.