Job Description

Job Description

Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

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 how the legacy contact centre platform is operated today and run a gap analysis of the capability, process, tooling, and skills the cloud platform requires. Define the target operating model across service delivery and production support, service management, vendor and contract management, and setting and DevOps support. Develop the run-state organizational design, role evolution map, RACI and escalation paths, and a skills uplift plan mapped to named roles.

Identify operational domains with no current owner, such as cloud change enablement and release, licence and capacity management, contact flow lifecycle, and AI operations. Establish line-of-business onboarding and offboarding as a repeatable service, run 39 times across nine releases, and design the dual-run model for supporting both platforms in parallel. Define the support model, covering incident, major incident, request, change enablement, release and escalation processes.

Establish the service level framework (SLAs, OLAs, supplier commitments) with the KPIs and reporting needed to evidence it. Define service acceptance and go-live readiness criteria per release,



lead readiness assessments, and set early life support and hypercare exit criteria. Design the identity and access management, monitoring and alerting, and disaster recovery and business continuity operating models.

Lead the ServiceNow design for the new platform by extending the existing implementation: catalog items, workflows, incident and change models, resolver groups, CMDB and knowledge base. Produce service operations documentation and runbooks in the standards and tooling the existing team already uses. Build and own the FTE, resource sequencing and run-cost model for the funding submission, with the build versus run split explicit, and recommend sourcing for gaps the team cannot absorb.

Run 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. Qualifications 10 years of experience in technology operations, service transition, or service delivery. 5 years of hands-on operational experience with an enterprise cloud contact centre platform; 2 years of experience with Genesys Cloud.

Led service transition through at least one enterprise cloud platform go-live, with accountability for service acceptance criteria and operational readiness. Proven experience transitioning a new platform into an incumbent operations team, including the organizational change and stakeholder management involved. Greenfield operating model design alone is not sufficient. 5 years of experience in regulated environments, with working knowledge of audit, risk and control expectation

📌 Operating Model and Service Transition Lead, Contact Centre (Canada)
🏢 Miratech
📍 Canada