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

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.

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:

Production support and system stability

Support

frequent release cycles

(e.g., web releases every ~6 weeks)

Stakeholder Management

Act as a hands‑on leader in managing

operational issues, incidents, and escalations , including participation in

rotational on‑call for major incident 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

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, fast‑paced delivery environments

Utilities industry experience is strongly preferred

Consulting experience is an asset

Technical&Domain Expertise

Experience across:

Digital channels / customer‑facing systems

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

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