Service Delivery Management, Lead

Service Delivery Management, Lead

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos and high-performance application developers? We want to hear from you.

The SDM, Lead will be responsible for the successful execution and delivery of the core ITIL V4 Management processes for all of INTERAC.

Utilizing ITIL V4 framework for industry best practices, the SDM lead will be responsible for planning, implementing, governing, and executing an ITIL based Change, Problem, and Incident Management process, encompassing a holistic view of technical and business considerations for all core SDM ITIL processes and services throughout various stages of the lifecycle.

You will utilize your extensive experience to establish strong command and control of the core ITIL processes and help develop the overall continuous improvement roadmap that sets our future vision. You will also establish a strong governance framework for other key ITIL. You will ensure the ITIL governance is set up to deliver value to the business. This will ensure the Service Strategy helps Interac align our IT services with the business goals, ensuring the IT is a strategic partner rather than a support function.

You will work with cross-functional teams of IT Operations, L2 and L3 support teams, along with key internal and external partners who also provide support for all Operational processes, systems, and tools.

As a SDM, Lead you will lead, plan and/or execute on the end-to-end delivery of change and problem management activities throughout the lifecycle; ensuring teams are adhering to the change and problem management standards.

You'll be responsible for:

• Managing complex internal/vendor/partner relationships with an emphasis on minimizing production, financial and reputational impact for the organization.
• Establishing ITIL governance and frameworks ensuring key stakeholders are identified while setting up processes that are industry-leading that meet audit and regulatory requirements.
• Providing leadership, direction, and expertise for planning critical changes across multiple environments and platforms.
• Managing the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall schedule remains aligned with business objectives.
• Conducting comprehensive risk assessments and ensuring the change management process mitigates risk, fulfills business objectives, and aligns with enterprise strategies.
• Reviewing and prioritizing Change records, chairing the Change Advisory Board (CAB) and representing INTERAC at vendor/partner CAB meetings.
• Utilizing appropriate systems and tools to maintain the configuration management system, including the Configuration management database (CMDB).
• Maintaining a change calendar with clear visibility for stakeholders and change sponsors.
• Developing communication and training strategies to ensure enterprise-wide adherence to the core ITIL management processes.
• Implementing the patching policy in conjunction with internal teams and coordinating patching cycles with multiple vendors and partners.
• Coordinating and driving implementation plan walkthroughs with internal and external teams, and ensuring changes are scheduled in accordance with Enterprise Change management policies.
• Conducting regular audits of the change and problem management process and driving process optimization initiatives.
• Preparing and publishing key ITIL metrics, KPIs, and reports for delivery to executives and senior management.
• Supporting BAU operations with Release, Incident, Problem, and Request Management.
• Participating in 24/7/365 rotation after-hours change and incident management support.

You bring:

• 5+ years of experience in progressively more responsible operations and technology positions, including a similar role utilizing IT Service Management, Operations Service Support, and Service Delivery.
• 5+ years of experience in progressively more responsible Change Management positions.
• A strong understanding of, and experience with, IT service management best practices including Change Management, Problem Management, Incident Management, and Request Fulfillment.
• Strong analytical, critical thinking, and problem-solving skills and an ability to present clear, concise, and effective solutions.
• Strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors.
• You are a team player: able and willing to help as needed and add value to evolving situations.
• Meticulous attention to detail and excellent time management and organizational skills.
• Strong operational understanding of payment systems technology and an ability to express technology matters in business terms.
• An ability to work independently as well as being part of a team.
• Good interpersonal skills.
• Strong customer-focused operations management skills.
• ITIL V4 Intermediate certification or higher.
• Experience working with IT service Management tools such as ServiceNow, BMC Remedy, etc.
• Experience working with and developing Configuration items / CMDB.
• Skills in using software tools, applications (MS Office), data analysis methods, and reporting techniques.
• Ability to communicate clearly, confidently, and effectively in both oral and written form.
• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You’re surrounded by talented people every day who are driven by their passion for a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you.