Senior IT Delivery & Operations Lead (Customer-Facing …, Markham

Company Overview Alteris Consulting is a leading provider of strategic business and technology solutions. We partner with public and private sector organizations to drive transformation, modernize legacy environments, and improve operational efficiency. With deep industry expertise and a commitment to innovation, we deliver results that matter. Role Summary Alteris Consulting is seeking a Senior IT Delivery & Operations Lead to support a high-impact, customer-facing technology function responsible for both project delivery and production support across a dynamic portfolio of initiatives. This role requires a seasoned leader who can engage immediately with minimal ramp-up , providing hands-on oversight across delivery and operational environments. The successful candidate will manage a portfolio of small-to-mid-sized initiatives, ensuring delivery excellence while maintaining the stability and performance of production systems. Operating at the intersection of business and technology, this role partners closely with customer service stakeholders, internal technology teams, and external vendors to deliver scalable, reliable, and innovative solutions. Guiding Principles - Strong ownership across both delivery and operational support - Hands-on leadership with a focus on responsiveness and execution - Ability to manage high-volume initiatives in a fast-paced environment - Emphasis on cross-functional collaboration and stakeholder alignment, building strong relationships with all lines of business. - Focus on delivering practical, scalable solutions across diverse technologies Key Responsibilities - Own and manage a portfolio of small-to-mid-sized initiatives (~$100K–$500K) - Oversee both: - Project delivery execution - Production support and system stability - Support frequent release cycles (e.g., web releases every ~6 weeks) - Stakeholder Management - Portfolio Management - Act as a hands-on leader in managing operational issues, incidents, and escalations , including participation in rotational on-call for major incident management Stakeholder & Vendor Management - Partner closely with business stakeholders , particularly within Customer Service - Challenge and refine business requirements to ensure alignment with delivery objectives - Coordinate across: - Internal technology teams (Reporting, Data & AI, Integration, etc.) - External vendors, including SOW creation and delivery oversight Setting & Initiative Management - Lead delivery across a high volume of initiatives, including: - Contact center enhancements and AI-driven capabilities (e.g., sentiment analysis, agent tools) - Platform modernization and transition away from legacy systems - Operate within a multi-platform CRM environment , including Dynamics, SAP, and Salesforce - Contribute to defining and evolving the future-state CRM landscape - Ensure effective delivery across a diverse technology stack , requiring breadth of knowledge rather than deep specialization Cross-Functional Collaboration - Partner with Solution Architects, Business Analysts, Application SMEs, and Project Managers - Work closely with digital teams and contact center specialists - Facilitate alignment across delivery, operations, and business teams Success Measures - Successful delivery of multiple concurrent initiatives within scope and timelines - Stability and responsiveness of production systems and issue resolution - Strong stakeholder satisfaction and alignment with business priorities - Effective coordination across internal teams and external vendors - Contribution to modernization and improvement of customer-facing platforms Qualifications - 15+ years of experience in IT delivery and operations leadership - Strong background in customer-facing digital and operational environments - Experience working in high-volume, rapid-paced delivery environments - Utilities industry experience is strongly preferred - Consulting experience is an asset Technical & Domain Expertise - Experience across: - Digital channels / customer-facing systems - Contact center platforms ( Genesys preferred ) - CRM ecosystems (Dynamics, SAP, Salesforce) - Proven capability in: - Managing both project delivery and ongoing operations - Handling production issues, escalations, and sustainment - Vendor management and SOW development - Exposure to AI-enabled initiatives (e.g., sentiment analysis, automation tools) is an asset Leadership & Delivery Skills - Strong communication and stakeholder management capabilities - Ability to bridge business and technology effectively - Highly responsive, hands-on, and operationally strong - Proven ability to lead across multiple concurrent initiatives - Comfortable operating in ambiguous, evolving environments - Strong collaborator who can align cross-functional teams and drive outcomes Why Alteris Consulting We Deliver High-Impact, High-Visibility Programs Work on high-value, business-critical initiatives that directly impact customer experience and operational performance. A Culture of Ownership & Autonomy We empower leaders to take ownership, drive execution, and influence outcomes from day one. Breadth of Technology & Innovation Exposure Engage across modern digital platforms, contact center technologies, AI initiatives, and evolving CRM landscapes. Growth opportunities Without Bureaucracy Access senior leadership, grow rapidly, and shape delivery approaches across engagements. A People-First Organization We prioritize collaboration, integrity, and creating an setting where high-performing professionals thrive. Apply on Kit Job: kitjob.ca/job/2paovb