Sr. Delivery Lead

Insight Global; Toronto; On-site; CAD 110,000 - 170,000; Full time

Job summary

Insight Global is seeking a Senior Delivery Lead to drive end-to-end technology delivery across multiple teams and workstreams within a modernized Contact Centre initiative in Toronto.

You will translate priorities into delivery plans, manage risks, and coordinate internal teams and vendors to ensure on-time, high-quality releases while working with senior stakeholders to drive outcomes.

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.
• Working knowledge of Salesforce Service Cloud.
• Strong delivery planning, forecasting, risk management, and cross-team dependency handling.

Responsibilities

• 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, Contact Centre ops, and external vendors.
• Provide clear visibility into delivery status, timelines, risks, and key decisions to senior stakeholders.
• Partner with Risk, Security, Compliance, Privacy and others for operational readiness and releases.
• Support estimation, capacity planning, vendor coordination, and resource planning.
• Maintain alignment between technology delivery and business readiness.
• Promote delivery practices, collaboration, accountability, and continuous improvement.

Skills

Delivery leadership

Stakeholder management

Agile/Scrum

Forecasting

Resource planning

Influence without authority

Salesforce Service Cloud

Education

Bachelor’s degree or equivalent

Agile/Scrum certification (asset)

Tools

Jira

Confluence

Salesforce Service Cloud

Job description

Job Description

We are looking for a Senior 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.

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

Skills and Requirements

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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].