Operating Model and Service Transition Lead, Contact Centre

We are looking for a Service Transition Lead, Contact Centre to define the target operating model and lead the service transition for a major Canadian bank's contact centre migration to a cloud platform, spanning 39 lines of business and nine releases.

The platform build is already underway. You will define how the new platform will be run once live, and prepare the bank's existing operations team to take ownership of it while the build is still in flight. This is an evolution of an established operating environment, not a blank sheet: the work is as much about the people who will operate the platform as about the model itself.

You will be embedded with the delivery team, sitting in design and architecture sessions and design governance, and working with procurement and vendor management. You will work as a two-person unit with a dedicated Operating Model and Service Transition Analyst, who supports artifact production and working sessions, so you can focus on decisions and stakeholders.

Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office.

Responsibilities:

• Assess the current operating model of the legacy contact centre platform and conduct a gap analysis of the capabilities, processes, tooling, and skills required for the cloud platform, identifying operational domains without clear ownership, including cloud change enablement and release, licence and capacity management, contact flow lifecycle, and AI operations.

• Define the target operating model across service delivery and production support, service management, vendor and contract management, and environment and DevOps support, including the dual-run model for supporting both platforms in parallel.

• Develop the run-state organizational design, role evolution map, RACI, escalation paths, and skills uplift plan mapped to named roles, ensuring operational responsibilities and capability gaps are addressed.

• Establish repeatable line-of-business onboarding and offboarding processes to be executed 39 times across nine releases, and define the support model covering incident, major incident, request, change enablement, release, and escalation processes.

• Establish the service level framework, including SLAs, OLAs, supplier commitments, KPIs, and reporting; define service acceptance and go-live readiness criteria for each release, lead readiness assessments, and establish early life support and hypercare exit criteria.

• Design the operating models for identity and access management, monitoring and alerting, disaster recovery, and business continuity; lead ServiceNow design for the new platform by extending the existing implementation to cover catalog items, workflows, incident and change models, resolver groups, CMDB, and knowledge base.

• Produce service operations documentation and runbooks aligned with the existing team's standards and tooling; build and own the FTE, resource sequencing, and run-cost model for the funding submission, explicitly separating build and run costs, and recommend sourcing options for capability gaps the team cannot absorb.

• Lead transition governance and reporting into programme governance, including the transition RAID log; facilitate in-person workshops with the incumbent operations team, lead knowledge transfer to named receivers, and secure formal service acceptance from operations leadership.