Service Delivery Manager

GuruLink; Toronto; On-site; CAD 95,000 - 130,000; Full time

Job summary

A leading company in Toronto is seeking a Service Delivery Manager to oversee contact centre solutions. Your responsibilities will include managing engineering teams, ensuring system reliability, and driving innovative solutions in a dynamic environment. An ideal candidate will have extensive experience in supporting cloud technology and leading service teams to achieve operational excellence.

Qualifications

• 8+ years managing contact centre applications; 3+ years people management.
• Hands-on expertise with Genesys and Amazon Connect.
• Strong experience with AWS and cloud tools.

Responsibilities

• Manage a team of 15–20 engineers in contact centre solutions.
• Oversee technical operations to ensure system reliability and performance.
• Drive automation and continuous improvement in service delivery.

Skills

Leadership

Problem-solving

Communication

Education

Bachelor’s degree in Computer Science

ITIL Foundation certification

Tools

AWS Lambda

Dynatrace

ELK

GitHub

OpenShift

Job description

Location: Toronto, Ontario

We are seeking an experienced Service Delivery Manager to lead the service design and delivery for our critical contact centre solutions. In this role, you will manage a team of 15–20 engineers, oversee technical operations, and ensure our systems meet high standards for reliability, performance, and cost-effectiveness in support of business growth.

Key Responsibilities:

- Act as the focal point for Incident, Change, and Problem Management (ITSM) for critical contact centre applications, including IVR, Genesys CTI/Engage, call recording, Workforce Management (WFM), Nuance GK/Voice ID, Pindrop, API integrations, and AWS Connect.
- Provide hands-on technical guidance for Genesys Engage and AWS Connect (Amazon Connect is highly recommended).
- Oversee Day 2 operations support for 30+ applications, ensuring application uptime and user satisfaction meet KPIs.
- Lead and actively participate in Major Incident Response Teams (MIRT) for contact centre application incidents.
- Review changes, assess cross impacts, and coordinate with the Release Management team.
- Eliminate manual health checks by driving automation and monitoring through tools such as Dynatrace, ELK/Kibana, Cyara call monitoring, and Power BI — Site Reliability Engineering (SRE) experience is preferred.
- Drive blameless post-mortems for major incidents and foster cross-team collaboration for continual improvement.
- Architect for resilience by influencing design decisions that improve system reliability and performance.
- Develop and embed non-functional requirements (NFRs) during project scoping; lead the service transition from project to production (‘Build to Run’).
- Run the production environment by monitoring system health holistically and ensuring high availability.
- Build and maintain systems that manage platform infrastructure and applications.
- Proactively measure, analyze, and optimize system performance to stay ahead of customer needs and drive innovation.
- Provide operational support and engineering for large-scale, distributed software applications.

Must Have Skills:

- 8+ years of experience managing contact centre applications, including 3+ years in people management within large corporations or the financial sector.
- Recent hands-on expertise supporting Genesys and Amazon Connect technologies.
- Proven leadership in vendor and escalation management.
- Deep understanding of the SDLC process and the ability to collaborate with development teams on runtime issues, solution sizing, and release planning.
- Strong experience with cloud and modern infrastructure tools: AWS Lambda, ECS Fargate, Azure, GitHub, OpenShift/container-based microservices, Amazon S3, Tomcat, and Apache.
- Practical experience setting up automated monitoring and dashboards using Dynatrace, Cyara, ELK, and similar tools.
- Bachelor’s degree in Computer Science, Systems Engineering, or a related technical field (e.g., Physics, Mathematics), or equivalent practical experience.
- Systematic problem-solving skills, strong ownership mindset, and excellent communication abilities.
- Demonstrated ability to lead a high-performing service delivery team.

Nice to Have Skills:

- Working knowledge of Amazon Cloud and Cloud Development best practices.
- ITIL Foundation certification is required; ITIL Strategic Leadership or Managing Professional certification is a strong plus.
- Prior experience in an SRE role or driving SRE practices within production environments.