Delivery Lead

TEKsystems; Ottawa; On-site; CAD 52,000 - 76,000; Full time

Job summary

TEKsystems Global Services (TGS) is seeking a Delivery Operations professional to ensure delivery of customer support services aligned with SLAs, KPIs, and quality norms. You will oversee calibration programs, monitor performance, and drive improvements across engagements, collaborating with account teams and HR on workforce matters.

The role emphasizes strong analytical skills, error-tracking, and coordination of R&R with stakeholders to maintain high-quality service delivery and contract

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.

Responsibilities

• 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.
• Analyze performance metrics including call quality, productivity, and CX 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.

Skills

Call quality control

Analytical thinking

Problem-solving

Client-facing experience

Education

Bachelor’s degree or equivalent experience

Tools

Call monitoring tools

Reporting tools (Excel)

Job 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

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

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

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

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

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