Service Delivery Lead

Insight Global is seeking a strategic and results-driven Delivery Lead to support a leading bank's Service Delivery organization with a focus on Contact Center as a Service (CCaaS) initiatives. This role is critical to the successful implementation of a new CCaaS platform and the transition from project delivery into a stable Day 2 operational model.

The Delivery Lead will serve as the central point of contact across all Contact Center Service Delivery (CCSD) functions and will partner closely with CCSD leadership, including Senior Directors and Directors. This individual will be accountable for end-to-end delivery across monitoring, incident management, infrastructure implementation, service management, and contract alignment, while ensuring strict adherence to enterprise change management and compliance standards.

Responsibilities include the following:
- Overseeing End-to-End Deliverables: Lead the planning, coordination, and execution of all CCSD activities, ensuring seamless integration of technical and operational requirements.
- Strategic Planning: Develop, own, and maintain comprehensive implementation plans, covering scheduling, communication, risk mitigation, and execution oversight.
- Stakeholder Collaboration: Partner seamlessly with internal technology teams, business stakeholders, and external vendors to align implementation activities with project goals and technical standards.
- Risk Management: Proactively identify potential risks, issues, and dependencies; develop and implement effective mitigation strategies to ensure successful releases.
- Implementation Strategy: Collaborate closely with business stakeholders to define the overall implementation strategy for CCaaS initiatives. Translate business requirements into actionable technical and operational plans, and oversee the execution of these plans to ensure alignment with organizational objectives and optimal business outcomes.
- Process & Compliance: Uphold and enhance operational readiness and control processes, ensuring full compliance with the institution’s rigorous standards.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

- Proven track record in delivering large-scale enterprise initiatives for Contact Center technology, preferably with CCaaS experience. Demonstrated expertise in implementation strategy, management, release engineering, and project-to-Day 2 transitions.

- Strong technical background, including hands-on experience reviewing application designs and supporting infrastructure setup in complex environments.

- Proven experience managing complex release schedules in financial services or other highly regulated settings.

- Solid understanding of the Software Development Lifecycle (SDLC), IT Service Management (ITSM) principles, and DevOps/CI-CD practices.

- Hands-on experience with tools such as JIRA, Confluence, and ServiceNow

- Excellent leadership presence with superior verbal and written communication skills, capable of engaging effectively with both technical teams and executive stakeholders.

- Strong analytical and problem-solving skills with the ability to operate autonomously.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.