Service Delivery Lead

Job Description

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, a...