Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise.

We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success.

Ready to join us?

Here’s what the prospect supported through our TGS Talent Acquisition Team requires:

Key Responsibilities

- Service Delivery & Quality Control
- Ensure delivery of customer support services aligns with defined scope, SLAs, KPIs, and quality control standards
- Oversee call quality control programs, including calibration, scorecards, and audit readiness
- Monitor performance and identify trends, risks, and opportunities for improvement
- Conduct regular service health checks and performance reviews with stakeholders
- Maintain documentation of processes, procedures, and quality standards

Performance Management & Optimization
- Analyze performance metrics including call quality, productivity, and customer experience trends
- Partner with Team Leads to implement coaching and performance improvement plans
- Support escalations related to quality or service performance and drive resolution
- Track performance risks and implement corrective actions
- Drive continuous improvement across processes, workflows, and tools

Financial Management & SOW Governance
- Understand Statements of Work (SOWs)



and ensure alignment to contractual deliverables
- Collaborate with Account Teams to manage scope, risks, and delivery against contract terms and conditions
- Manage revenue tracking for assigned engagements
- Consolidate project status, resource utilization, and budget information across engagements or portfolios
- Provide financial and operational reporting for Monthly and Quarterly Business Reviews (MBR/QBR)
- Identify and coordinate change control processes to manage scope, financial, and delivery impacts

Client & Stakeholder Engagement
- Serve as primary liaison between TEKsystems delivery teams and client operations leadership
- Provide recurring reporting on performance, quality trends, and operational and financial risks
- Support business reviews with insights and recommendations
- Partner with training, workforce management, and operations teams

Delivery Operations & Execution
- Maintain delivery artifacts, reporting dashboards, and engagement documentation
- Ensure compliance with contractual requirements, SOPs, and internal delivery processes
- Manage issue tracking and facilitate resolution
- Support onboarding and offboarding activities
- Coordinate across account teams to align delivery activities with engagement goals

Consultant & Team Support
- Build relationships with Team Leads and support staff to ensure engagement and retention




- Provide guidance on performance management and coaching
- Partner with HR on employee relations and escalations
- Support workforce activities including attrition tracking and team alignment

Required Qualifications
- 3–5 years of experience in customer service or call center operations
- Experience with call quality control programs or performance frameworks
- Strong analytical and problem-solving skills
- Experience in a client-facing or managed services environment
- Strong communication skills

Preferred Qualifications
- Experience managing SOWs, budgets, or financial tracking within a delivery or services environment
- Exposure to workforce management or training programs
- Familiarity with call monitoring or operational tools
- Experience supporting high-volume customer support operations
- Exposure to financial reporting, revenue tracking, or business reviews (MBR/QBR)

Core Competencies
- Customer Focus
- Plans & Aligns
- Ensures Accountability
- Communicates Effectively
- Manages Ambiguity
- Action Oriented
- Builds Relationships

Education & Experience
- Bachelor’s degree or equivalent experience preferred
- Strong proficiency with Excel and reporting tools
- Experience with structured delivery processes and documentation standards

Job Type & Location This is a Permanent position based out of Ottawa, ON.

Pay and Benefits The pay range for this position is $56000.00 - $84000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Workplace Type

This is a hybrid position in Ottawa, ON.

📌 Delivery Lead (Ottawa)
🏢 TEKsystems
📍 Ottawa