Director, Service Delivery & Omnichannel Solutions

Canada·Torontoexecutive

OperationsOtherDirector

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Quick Summary

Overview

Who We Are At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience,

Technical Tools

stakeholder-management

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we’re the team behind Money Mart—Canada’s largest non-bank branch network—and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.

At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

What We Offer

~1 min read

We’re seeking a Director, Service Delivery & Omnichannel Solutions to lead enterprise-wide service delivery across IT Service Desk operations and the full omnichannel ecosystem. This role is responsible for defining strategy, driving modernization, ensuring operational excellence, and delivering seamless customer and employee experiences across all channels.

Responsibilities

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Service Delivery Strategy & Operations:

→Define and lead the enterprise service delivery strategy and operating model across Service Desk and omnichannel platforms
→Oversee day-to-day operations, ensuring SLA/SLO performance, stability, and continuous improvement
→Lead incident, problem, and change management practices to ensure operational resilience

Omnichannel Platform Leadership:

→Oversee voice, IVR/IVA, chat, messaging, email, social, and in-store support channels
→Ensure seamless integration across CRM, ITSM, analytics, and identity systems
→Drive automation, self-service, and knowledge-centered service improvements

Data, Insights & Executive Reporting:

→Develop real-time dashboards and reporting to drive operational transparency
→Translate data into actionable insights and business recommendations
→Present performance, risks, and opportunities to executive stakeholders

Stakeholder & Vendor Management:

→Partner with IT, CX, Risk, Finance, and business leaders to align priorities
→Manage multi-vendor ecosystems and ensure performance against SLAs
→Lead governance forums and cross-functional initiatives

People Leadership & Culture:

→Lead and develop high-performing teams across service delivery and platforms
→Foster a culture of accountability, innovation, and continuous improvement
→Build leadership capability and succession planning

12+ years of experience in service delivery, IT operations, or omnichannel environments
5+ years in senior leadership roles with budget and team accountability
Deep expertise in Service Desk, ITSM, and omnichannel platforms (IVR, chat, WFM, QA, etc.)
Strong experience in vendor management and regulated environments
Proven ability to lead large-scale transformation and modernization initiatives
Strong executive presence and stakeholder management skills

Bachelor’s degree in Business, IT, Operations, or related field
MBA or advanced degree is an asset
ITIL v4 required; PMP, Lean/Six Sigma, or similar certifications are assets

Ready to lead enterprise service delivery and shape the future of omnichannel experiences? Join us and drive meaningful impact at MFSG.

MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs.

Please note: The salary range for this position is between C$ 155000 to C$ 165000.

About MFSG – Our Commitment to Responsible Innovation

At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.

This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.

We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.

Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.