ITIL Change & Service Delivery Lead

Interac Corp.; Canada; Hybrid; CAD 125,000 - 135,000; Full time

Benefits offered by this job

Generous vacation and wellness days

Employer-paid benefits coverage

RRSP program

Flexible hybrid work model

Employee assistance program

Job summary

Interac Corp. is seeking a Service Delivery Management, Lead to oversee ITIL-based Change and Problem Management for the Real Time Rail Payment System. You will guide governance, risk assessments, and CAB activities across multiple environments, ensuring secure, compliant delivery.

The role emphasizes leadership, stakeholder communication, and independent collaboration within a hybrid work model, reporting to Process & Operational Excellence. 5+ years in ITSM-driven operations are required.

Qualifications

• 5+ years in operations and technology roles with ITSM experience.
• Experience leading Change/Problem/Incident Management processes.
• Strong communication with multiple stakeholders and vendors.
• Ability to plan changes across environments and mitigate risk.
• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

Responsibilities

• Manage complex internal/vendor/partner relationships with focus on minimizing production, financial and reputational impact.
• Establish and maintain ITIL governance to meet audit and regulatory requirements.
• Provide leadership for planning critical changes across environments and platforms.
• Conduct risk assessments and ensure changes mitigate risk and align with enterprise strategy.
• Chair Change Advisory Board (CAB) and represent Interac at vendor CAB meetings.
• Develop and publish ITIL metrics and reports for executives and management.
• Coordinate implementation plans with internal and external teams and ensure policy alignment.
• Drive process optimization and regular audits of change and problem management.

Skills

ITIL V4

Change Management

Problem Management

Incident Management

Stakeholder management

Vendor management

Communication skills

Governance

Analytical thinking

Independent work

Education

ITIL V4 Intermediate certification

Tools

ServiceNow

BMC Remedy

Job description

Interac Corp. is seeking a Service Delivery Management, Lead to oversee ITIL-based Change and Problem Management for the Real Time Rail Payment System. You will guide governance, risk assessments, and CAB activities across multiple environments, ensuring secure, compliant delivery.

The role emphasizes leadership, stakeholder communication, and independent collaboration within a hybrid work model, reporting to Process & Operational Excellence. 5+ years in ITSM-driven operations are required.