Information Technology - Director, Technology Operations & Delivery

Provide operational coordination and execution oversight across enterprise technology initiatives, operational programs, and delivery workstreams.

Ensure initiatives are driven through to completion, including operational readiness, stabilization, and transition into steady-state operations.

Drive operational accountability and execution discipline across cross-functional technology teams and vendors.

Coordinate cross-functional operational dependencies and delivery activities across infrastructure, software delivery, product operations, contact center technology, data initiatives, and enterprise platforms.

Identify operational bottlenecks, delivery risks, resource constraints, and dependency conflicts, and coordinate resolution activities.

Operational Governance & Delivery Management

Operationalize and maintain delivery governance processes, reporting cadences, execution management practices, and operational coordination frameworks across the technology portfolio

Leads and enforces prioritization processes across technology functions, ensuring alignment to organizational objectives and capacity constraints

Facilitate operational review meetings, prioritization discussions, delivery checkpoints, and cross-functional coordination sessions.

Maintain visibility into initiative health, operational risks, delivery dependencies, and competing priorities.

Coordinate operational intake and prioritization processes across technology functions.

Ensure operational processes, governance standards, and delivery practices are consistently applied across teams.

Maintain enterprise delivery tracking, RAID management, and operational reporting processes.

Cross-Functional Coordination & Execution Oversight

The role partners closely with business leaders to ensure technology work is sequenced, governed, and executed in a way that supports operational stability, service delivery, and business readiness.

Owns the escalation framework for technology delivery, including identification thresholds, escalation pathways, executive visibility, and resolution tracking to closure.

Accountable for ensuring delivery outcomes and execution commitments are achieved by identifying solutions and driving teams to resolution.

Coordinate cross-functional execution activities involving Infrastructure, Security, Development, Product, Data, Compliance, Operations, and external partners.

Facilitate alignment between operational technology delivery activities and business requirements.

Ensure dependencies between teams, systems, vendors, and operational stakeholders are proactively managed.

Support operational planning and execution management across multiple concurrent initiatives.

Drive issue resolution and coordination across operational and project delivery functions.

Manage operational relationships with technology vendors, implementation partners, consultants, and managed service providers.

Ensure vendors are meeting operational expectations, delivery commitments, service levels, and quality standards.

Coordinate operational vendor reviews, escalation management, and delivery performance discussions.

Support procurement activities including Statements of Work (SoWs), renewals, operational evaluations, and implementation coordination.

Monitor vendor delivery performance, operational risk, and contractual adherence.

Operational Reporting & Risk Management

Develop and maintain operational dashboards, delivery reporting, and portfolio visibility across the technology organization.

Provide leadership teams with visibility into operational performance, initiative health, SLA adherence, delivery risks, and resource constraints.

Ensure operational documentation, runbooks, governance artifacts, and delivery records are maintained appropriately.

Support operational readiness activities related to audits, compliance initiatives, disaster recovery exercises, and control validation activities.

Proactively identify operational risks and coordinate mitigation activities before escalation occurs.

Organizational Leadership & Continuous Improvement

Lead and develop operational delivery, governance, coordination, or project management resources assigned to the function.

Foster a culture of accountability, collaboration, operational excellence, and continuous improvement.

Identify opportunities to improve delivery consistency, operational maturity, governance effectiveness, and organizational scalability.

Establish operational management standards, reporting rhythms, and execution frameworks across the technology organization.

Support organizational change initiatives and operational transformation efforts related to technology delivery and execution.

10+ years of progressive experience in Information Technology, operational leadership, enterprise delivery management, or technology operations roles.

Minimum 4 years of leadership experience managing cross-functional technology teams, operational functions, or enterprise delivery initiatives.

Strong experience leading operational delivery management and cross-functional execution activities within enterprise technology environments.

Demonstrated experience coordinating complex technology initiatives involving multiple teams, stakeholders, vendors, and operational dependencies.

Experience working within regulated or compliance-driven environments such as healthcare, insurance, financial services, or public sector organizations.

Strong understanding of enterprise IT operations, software delivery practices, operational governance, and service delivery management.

Experience managing vendor relationships, operational delivery expectations, and implementation coordination activities.

Familiarity with Agile delivery methodologies, operational governance practices, and enterprise technology environments.

Experience supporting operational readiness activities related to SOC 2, ISO 27001, disaster recovery, or operational compliance initiatives is considered an asset.

Familiarity with Microsoft technologies including Microsoft 365, Azure, Entra ID, and enterprise collaboration platforms is considered an asset.

Education:

Bachelor’s degree in Information Technology, Computer Science, Business Technology Management, or related field, or equivalent practical experience.

PMP, ITIL, Agile, Lean, or equivalent governance/delivery certifications are considered strong assets.

Non-Technical Skills & Abilities:

Strong operational leadership skills with the ability to coordinate and drive accountability across cross-functional teams.

Excellent organizational, prioritization, and execution management capabilities.

Strong communication and stakeholder management skills, including the ability to communicate effectively with technical and business audiences.

Proven ability to manage multiple concurrent operational priorities within fast-paced environments.

Strong analytical, problem-solving, and operational decision-making abilities.

Ability to navigate organizational complexity and facilitate cross-functional collaboration effectively.

Results-oriented with a strong ownership mindset and focus on execution outcomes.

Demonstrated ability to improve operational maturity, delivery discipline, and organizational coordination.

Employees are expected to work on-site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in-office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact accessibility@accerta.ca .

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.

www.accerta.ca