Lead Service Delivery (Incident and Change Management)

OMERS; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in the pension sector is seeking a Lead Service Delivery professional to manage incidents, problems, and changes effectively. This role involves leading major incidents, conducting audits, and providing training. The ideal candidate will possess strong communication skills and a solid IT background, ensuring a smooth service delivery process.

Qualifications

• 5-10 years of experience in IT Service Management.
• Minimum of 2 years in major incident management.
• Minimum of 2 years in change management.

Responsibilities

• Lead Major Incidents and provide direction to technical teams.
• Act as the lead in Change Management and review Change Requests.
• Conduct monthly internal audits and follow-up actions.

Skills

Communication

Problem Solving

Education

Bachelor’s degree in information technology

Bachelor’s degree in Computer Science

Job description

Choose a workplace that empowers your impact.

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise, and experience. A place where you can personalize your employee journey to be — and deliver — your best.

We are a purpose-driven, dynamic, and sustainable pension plan. An industry-leading global investor with teams in Toronto, London, New York, Singapore, Sydney, and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

Job Description

This Lead Service Delivery (Incidence and Change Management) role encompasses Incident, Problem, and Change Management at OMERS. The person in this role will act as a leader in these areas and will actively participate in leading Major Incidents. Other key responsibilities include hosting the weekly Change Advisory Board (CAB) meeting and producing all related reports and communications.

Responsibilities

Major Incident Management

• Lead Major Incidents by initiating communication channels and ensuring all required technical resources and key stakeholders have joined the investigation.
• Act as the Major Incident Management Lead during incidents, providing direction to technical teams and other groups to ensure a well-coordinated response.
• Compose and send Major Incident Notifications at defined intervals.
• Provide ongoing Executive level summary updates throughout the incident.
• Produce well-written Incident, Root Cause Analysis, and Executive reports.
• Provide guidance, mentorship, and training in Incident Management.
• Update Incident Management process and standards documentation.
• Produce and update training materials.
• Conduct post-incident review meetings and track follow-up action items until completion.
• Host training group sessions in Incident Management.

Change Management

• Act as the lead in Change Management.
• Review Change Requests for completeness and accuracy.
• Provide guidance, mentorship, and training in Change Management.
• Update Change Management process and standards documentation.
• Produce and update Change Management training materials.
• Manage the weekly CAB meetings.
• Host training sessions in Change Management.
• Send notifications related to upcoming Changes.

Problem Management

• Act as the lead in Problem investigations.
• Produce RCA reports.
• Identify ongoing issues through proactive problem management and coordinate the implementations of resolutions.

Audit

• Provide reports and other documentation related to IT Service Management audits.
• Conduct monthly internal audits and follow-up with the appropriate actions to address any issues.

Valued Skills and Experience

• Educational Background: Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience:
• 5-10 years of experience in IT Service Management (ITSM) within a large organization.
• Minimum of 2 years of experience in major incident management.
• Minimum of 2 years of experience in change management.
• Certifications:
• ITIL Certification is preferred.
• Skills:
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to a non-technical audience.
• Proven ability to think critically and solve problems effectively under pressure.
• Work Requirements:
• Willingness to work outside of standard business hours due to the nature of the role.
• Additional Experience:
• Experience in conducting group training sessions.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated through our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee, and employee recognition programs.