Lead cloud contact centre transition at Miratech, applying service acceptance and ServiceNow expertise in a hybrid Toronto model. Work two days weekly downtown. This Service Transition Lead will define the target operating model for a major Canadian bank’s migration. The work spans 39 lines of business, nine releases, and dual-platform operations. You will guide operational readiness, stakeholder decisions, and transition governance with an Analyst supporting artifacts and working sessions. Key Responsibilities:

Assess legacy capabilities, processes, tooling, skills, and ownership gaps Define target service delivery and production support operating models Establish onboarding, offboarding, support, and service level processes Lead ServiceNow design, readiness assessments,



and hypercare exit criteria Facilitate workshops, knowledge transfer, governance, and formal service acceptance Requirements:

10+ years in technology operations, service transition, or service delivery 5+ years operating enterprise cloud contact centre platforms 2+ years with Genesys Cloud Enterprise cloud go-live transition and operational readiness accountability Hands-on ServiceNow, ITIL, regulated setting, and advanced Excel experience Apply service transition, operating model, ServiceNow, and readiness expertise to Miratech’s complex Canadian bank migration.

📌 Service Transition Lead Contact Centre (Toronto)
🏢 Miratech Group
📍 Toronto