• Develop and lead the enterprise strategy for AI learning and workforce capability development • Identify emerging skill needs as AI technologies reshape work and translate those needs into scalable learning programs • Partner with business leaders to ensure learning initiatives align with organizational priorities and future workforce requirements • Design programs that build foundational AI literacy as well as advanced capabilities across the workforce • Create learning pathways that help employees effectively integrate AI tools into their daily work • Partner with talent and workforce planning teams to support reskilling initiatives as roles evolve • Help define capability frameworks and skill models that support AI-enabled career pathways • Partner with HR teams to integrate skills into talent systems, career architecture, and internal mobility programs • Develop resources that support employee growth in emerging AI-related roles and capabilities • Work closely with HR, technology, and business leaders to identify workforce capability gaps and design targeted learning initiatives • Coordinate enterprise programs that support AI adoption and workforce readiness • Facilitate collaboration between learning, talent, and digital transformation teams • Establish metrics to measure learning impact, workforce capability growth, and program effectiveness • Monitor adoption and continuously refine learning programs based on feedback and data • Communicate insights and outcomes to senior leadership

• Collaborate with stakeholders across the firm to understand operational and business structures, ensuring alignment with business objectives and AI-driven transformation initiatives. • Architect and implement AI agent solutions that align with the firm’s strategic goals, including intelligent automation, conversational agents, and decision-support systems. • Lead and execute AI agent projects from inception to completion, ensuring timely delivery and quality outcomes. • Develop and implement change management strategies to drive adoption of AI technologies across the business. • Engineer and manage context for agents to ensure they access the right information at the right time. • Drive continuous improvement and innovation in AI agent frameworks to enable greater speed, productivity, and efficiency throughout the organization. • Identify, develop, maintain, and communicate measures or KPIs to report progress of AI initiatives and demonstrate impact on business outcomes. • Enhance system capabilities by integrating AI agents to improve associate productivity and customer experience. • Stay up-to-date with industry developments and advancements in AI, machine learning, and agent-based technologies.

About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us. POSITION: Service Delivery Manager JOB TYPE: Full Time LOCATION: Remote About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us. The Position: Reporting into the Director, Managed Services, the Services Delivery Manager focuses on F12’s Clients and Services. This role is one of the most critical positions in the organization, serving as the central connector between our clients and the integrated service unit (IST) and enterprise services teams (ESTs) that supports them. The Services Delivery Manager ensures the delivery of high quality managed services, drives operational excellence, empowers technicians, and maintains strong, strategic client relationships. The successful candidate oversees end-to-end service delivery, ensures performance against SLAs and KPIs, and continually enhances the efficiency, quality, and consistency of services delivered. Responsibilities: - Lead, coach, and inspire a high performing IST/EST, fostering a culture of collaboration, accountability, and continuous improvement. - Provide mentorship and professional development opportunities, including conducting Quarterly Reviews and setting Quarterly Goals with technical leadership. - Oversee the end-to-end service delivery lifecycle, ensuring adherence to SLAs, consistent delivery quality, and strong operational execution. - Allocate resources effectively, balancing workloads, addressing scheduling conflicts, and ensuring timely completion of tickets, projects, and client priorities. - Act as the primary point of contact for clients—handling escalations, conducting service reviews, and maintaining trusted, strategic relationships. - Perform performance assessments for technicians and ensure expectations, behaviours, and performance standards are clearly understood and monitored. - Implement and enforce QA practices, including sample call reviews, ticket audits, documentation checks, and coaching around communication standards. - Develop, refine, and optimize service delivery processes to improve efficiency, consistency, and overall operational effectiveness. - Monitor service delivery metrics and leverage data insights to drive decisions, identify trends, and shape improvement plans. - Collaborate with the Director of Managed Services to manage the IST/EST budget, review expenses, and ensure responsible resource utilization. - Identify and mitigate delivery risks, escalate issues proactively, and implement preventative actions to maintain service stability and continuity. - Stay current on industry trends, ITIL practices, and evolving technologies to influence service delivery evolution and best practice adoption. - Support and monitor technicians' written Quarterly Goals to ensure progress, alignment, and meaningful development. - Drive IST/EST performance in alignment with key KPIs, including SLA achievement, service quality, and client satisfaction. - Ensure service delivery expectations are consistently met or exceeded through proactive oversight and continuous improvement efforts. Requirements: - Extensive experience in service delivery management within a Managed Services Provider (MSP) or service environment. - Strong understanding of IT infrastructure, cloud services, security, and modern workplace technologies. - Proven ability to lead and develop high-performing technical and service delivery teams. - Exceptional communication, leadership, and client facing skills. - Demonstrated ability to manage multiple concurrent initiatives while maintaining delivery quality. - Familiarity with ITIL frameworks and best practice service management methodologies. - Bachelor’s degree in a relevant field is preferred; ITIL or project management certifications are an asset. Competencies: - Leadership & Team Development - Client Relationship Management - IT Service Delivery & MSP Operations - Quality Assurance & Continuous Improvement - Resource & Financial Management - Data Driven Decision Making - Communication & Stakeholder Alignment - Risk Management & Operational Oversight What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes: - Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications. - Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program. - Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events. Our Equal Opportunity Commitment: F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a diverse workforce in experience, skills and knowledge. The company maintains a strict policy to ensure equal employment opportunities and does not discriminate based on any grounds and elements protected by law. For those requiring assistance with disabilities, information relating to accommodation and accommodation measures will be addressed confidentially. Please notify us in advance if any accommodation needs are required. The above statements are intended to describe the general nature and level of work performed by people assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities and duties required of people assigned to this job classification. What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes: - Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications. - Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program. - Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events. Our Equal Opportunity Commitment: - F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law. - For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required. Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.

Company Description We provide Recruitment and Staffing services to many industries and domain through our innovative and customized solutions and passionate commitment to research. Ability to understand the hiring strategies, availability of talent and compensation benchmarking makes us proud hiring partner for various industries. We work as trusted business partners and always strive to deliver the most value and highest return on investment for our clients. We are highly trained business professionals with strong understanding of clients need. We work closely with the leading staffing trade associations, training, and research organizations to ensure we are knowledgeable of the latest industry trends and technologies Job Description Required Skills: Core Platform & Certifications - Genesys Cloud CX Professional Certification - Genesys Cloud AI – Digital Bots & Knowledge Certification - Genesys Cloud Developer or Architect Certification - Hands-on experience with: Genesys Cloud AI Studio (AI Guides, Agentic Virtual Agents, Copilots) - Digital Bots: Development, deployment, testing & optimization - Knowledge Workbench, Optimizer, Portal - Intent Miner / Intent Management - Architect flow integration with bots & AI - Genesys Cloud APIs & platform integrations Agentic AI & Generative AI Skills - Agentic AI architectures: Autonomous agents, multi-agent systems, tool-use agents - Prompt engineering & system prompt tuning - RAG pipelines & vector databases - LLM integration: OpenAI GPT, Anthropic Claude, Google Gemini, Hugging Face - AI orchestration, reasoning, anomaly detection & human-in-the-loop escalation - Familiarity with MCP framework (Genesys agentic roles) - Generative AI applications for CX automation Programming & Full-Stack Development - Python (AI/ML scripting & backend) - JavaScript / TypeScript (front-end & full-stack) - Go (backend services for Genesys Innovation roles) - Node.js + React.js - RESTful API design & microservices architecture Cloud, DevOps & Infrastructure - AWS services: Bedrock, Lambda, ECS, S3, IAM, CloudFormation - Kubernetes & Docker (containerization & orchestration) - CI/CD pipelines, automated testing, Terraform - Cloud-native scalable AI application deployment CX / Contact-Center Domain Expertise - Conversational AI / Natural Language Understanding (NLU) - Omnichannel customer journey orchestration - Voice AI & multimodal interfaces - Bot insights, analytics & performance optimization Additional Keywords - Responsible AI / AI governance & compliance. - Full-stack AI application development on Genesys Cloud. - Integration of AI agents with Genesys Copilot & routing. - Production troubleshooting & optimization of agentic systems. Regards, Mohammed ilyas, PH - 229-264-4024 or Text - 229-469-1455 or you can share the updated resume at Mohammed@vtekis. com Additional Information All your information will be kept confidential according to EEO guidelines.