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 workplace, 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