Production Support Delivery Manager, Toronto

Overview

Job Title: Production Support Delivery Manager Location: Toronto, ON (3x onsite a week) Employment Type: Contract Pay Rate: CAD$45 - $50/HR INC Job Description

The Onshore Production Support Delivery Manager is accountable for end‑to‑end service delivery of production support operations for Client’s core card processing environment, with a primary focus on TSYS TS2. This role acts as the single onshore point of accountability for service stability, major incident management, vendor coordination, and client governance,ensuring uninterrupted banking operations and regulatory compliance.Responsibilities

Own end‑to‑end production support delivery for TSYS TS2 core card processing platform Serve as the onshore incident commander for Major / P1 / P2 incidents impacting TS2 and downstream integrations Lead incident triage, recovery coordination, RCA, and permanent fix implementation Act as the primaryinterface with TSYS, Mastercard, and other third‑party vendorsEnsure strict adherence to SLAs, OLAs, regulatory, and audit requirements Drive proactive problem management, stability initiatives, and risk reduction Own production governance including daily operations, weekly service reviews, and executive reporting Partner with offshore support managers to ensure seamless 24×7 coverage and effective handoversOversee change, release, and deployment activities related to TS2 and integrated systems Ensure documentation, runbooks, SOPs, and compliance artifacts remain audit‑ready Support transition activities including KT, shadow support, and move‑to‑steady‑state Technology&Domain Scope

Core Banking / Card Processing: TSYS TS2 Payments&Networks: Mastercard Integrations: APIs, batch processing, file interfaces Channels Impacted: Credit card servicing, statements, onboarding, reconciliation Operations: Incident, problem, change management within regulated banking environment Required Experience&Skills

12–15+ years of IT operations / production support experience 5+ years in a Delivery Manager or Service Manager role supporting core banking or card platforms Strong hands‑on experience with TSYS TS2 (mandatory) Proven experience managing 24×7 production support for Tier‑1 banking systemsDeep understanding of card lifecycle, settlement, reconciliation, and regulatory controls Strong ITIL expertise: Incident, Problem, Change, and Release Management Experience managing vendor relationships and executive stakeholder communications Excellent crisis management, decision‑making, and leadership skillsExperience working in hybrid onshore–offshore delivery models Reporting&Governance

Acts as the primary onshore delivery owner for TSYS TS2 Leads client‑facing governance, executive updates, and regulatory discussions Accountable for service quality, SLAs, incident outcomes, and continuous improvement Disclaimer: AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates.

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