Delivery Lead

Insight Global; Toronto; Sur place; CAD 76 000 - 90 000; Plein temps

Résumé du poste

Insight Global in Toronto is seeking a Delivery Lead to drive end-to-end technology delivery for a major Contact Centre modernization initiative. You will translate priorities into actionable plans, manage risks and dependencies, and coordinate internal teams and external vendors to hit quality and timeline targets.

The ideal candidate has 7–10 years of delivery leadership experience in technology, with strong executive communication, experience across Agile and non-Agile environments, and

Qualifications

• 7-10 years of experience in technology delivery, program/project management, or a similar role.
• Proven experience delivering complex technology initiatives across multiple teams and workstreams.
• Experience with Contact Centre technology/operations and the financial services industry; familiarity with Salesforce Service Cloud.
• Strong planning, forecasting, risk management, and cross-team dependencies experience.
• Experience coordinating across Agile and non-Agile teams, stakeholders, and external vendors.
• Executive communication and stakeholder management skills.
• Ability to influence outcomes without direct authority; experience with Jira and Confluence.
• Bachelor’s degree or equivalent; Agile/Scrum certification is a plus.

Responsabilités

• Own end-to-end delivery across assigned Contact Centre technology initiatives.
• Develop and maintain delivery plans, milestones, sequencing, forecasts, and status reporting.
• Identify and manage risks, issues, blockers, and cross-team dependencies.
• Coordinate delivery across technology teams, business stakeholders, operations, and external vendors.
• Provide visibility into delivery status, timelines, risks, and decisions to senior stakeholders.
• Partner with Risk, Information Security, Compliance, Privacy, and other teams for readiness and releases.
• Support estimation, capacity planning, vendor coordination, and resource planning.
• Maintain alignment between technology delivery and business readiness.
• Promote effective delivery practices, collaboration, accountability, and continuous improvement.

Connaissances

Delivery leadership

Stakeholder management

Executive communication

Risk management

Influence without authority

Cross-team coordination

Problem solving

Formation

Bachelor's degree or equivalent

Outils

Jira

Confluence

Salesforce Service Cloud

Description du poste

We are looking for a Delivery Lead to support a major initiative focused on modernizing Contact Centre capabilities. The Delivery Lead will be responsible for driving end-to-end technology delivery across multiple teams, pods, and workstreams. This individual will translate priorities into achievable delivery plans, manage risks and dependencies, coordinate internal teams and vendors, and ensure initiatives are delivered on time and to agreed quality standards. The ideal candidate is a strong technology delivery leader who can navigate Agile and non-Agile environments, work effectively with senior stakeholders, and drive outcomes through influence and collaboration.

Key Responsibilities:

- Own end-to-end delivery across assigned Contact Centre technology initiatives.

- Develop and maintain delivery plans, milestones, sequencing, forecasts, and status reporting.

- Proactively identify and manage risks, issues, blockers, and cross-team dependencies.

- Coordinate delivery across technology teams, business stakeholders, Contact Centre operations, and external vendors.

- Provide clear visibility into delivery status, timelines, risks, and key decisions to senior stakeholders.

- Partner with Risk, Information Security, Compliance, Privacy, and other teams to support operational readiness and successful releases.

- Support estimation, capacity planning, vendor coordination, and resource planning.

- Maintain alignment between technology delivery and business readiness.

- Promote effective delivery practices, collaboration, accountability, and continuous improvement.

Required Skills & Experience

• 7-10 years of experience in technology delivery, program/project management, or a similar role.
• Proven experience delivering complex technology initiatives across multiple teams and workstreams.
• Experience with Contact Centre technology/operations and the financial services industry. Working knowledge of Salesforce Service Cloud.
• Strong experience with delivery planning, forecasting, risk management, and cross-team dependencies.
• Experience coordinating across Agile and non-Agile teams, business stakeholders, and external vendors.
• Strong executive communication and stakeholder management skills.
• Ability to drive accountability and outcomes through influence rather than direct authority. Experience with Jira and Confluence.
• Bachelor's degree or equivalent experience; Agile/Scrum certification is an asset.

Vacancy: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position.

Pay Rate: $55-$65/hr

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.