Service Delivery Management, Lead

interac; Toronto; Hybrid; CAD 125,000 - 135,000; Full time

Benefits offered by this job

Vacation and wellness days

Benefits coverage

RRSP program

Hybrid work model

24/7 confidential support

Job summary

Interac is seeking a Service Delivery Management Lead to drive ITIL-based service management across Real Time Rail Payment System changes. You will lead change and problem management, oversee CAB meetings, and coordinate cross-functional teams to balance production, risk, and compliance in a complex payments environment.

The role requires strong stakeholder communication, analytical thinking, and the ability to work independently within a hybrid Canadian work model.

Qualifications

• 5+ years in ITIL-based IT Service Management and operations.
• 5+ years in Change Management roles.
• Strong understanding of IT service management including Change, Problem, Incident and Request Fulfillment.
• Excellent communication and stakeholder management skills.
• Strong analytical, critical thinking and problem-solving abilities.
• Able to work independently and as part of a team.

Responsibilities

• Managing complex internal/vendor/partner relationships with emphasis on minimizing production, financial and reputational impact for the organization.
• Establishing and maintaining ITIL governance to meet audit and regulatory requirements.
• Providing leadership and direction for planning critical changes across multiple environments and platforms.
• Conducting risk assessments and ensuring change management mitigates risk and aligns with objectives.
• Reviewing and prioritizing Change records, chairing CAB, representing Interac at vendor/partner CAB meetings.
• Maintaining a change calendar with clear visibility for stakeholders and sponsors.
• Developing communication and training strategies to ensure enterprise-wide adherence.
• Conducting Post Incident Reviews and leading Root Cause Analysis.
• Coordinating and driving implementation plan walkthroughs with internal and external teams; scheduling changes per policy.
• Conducting regular audits of change and problem management processes and driving optimization.
• Preparing and publishing ITIL metrics, KPIs and executive reports.

Skills

ITIL V4 Intermediate

Change Management

Communication

Analytical thinking

Team player

Tools

ServiceNow

BMC Remedy

Job description

Who We Are:

Every transaction matters. Every Canadian matters. At Interac, we protect both - driving trust, security, and inclusion, so our digital economy thrives.

Founded in 1984, Interac connects Canadians through secure digital payments, advanced identity verification and industry-leading fraud protection. Connecting banks, businesses, and individuals, Interac enables millions to send, receive, and manage money safely and effortlessly every day - across both digital and physical environments.

As the backbone of Canada's financial ecosystem, Interac facilitates over 20 million transactions daily, supported by trusted partnerships with government and financial institutions. Consistently ranked as Canada's most reputable financial technology brand, Interac is deeply embedded in the daily lives of Canadians.

Who You Will Work With:

The vacant Service Delivery Management, Lead role will report to the Leader, Process & Operational Excellence. The SDM, Lead will be responsible for the successful execution and delivery of ITIL V4 Service Management processes for the Real Time Rail Payment System.

Utilizing ITIL V4 framework for industry best practices, the SDM lead, will be responsible for leading an ITIL based Change or Problem Management process, encompassing a holistic view of technical and business considerations.

What You Will Do:

• Managing complex internal/vendor/partner relationships with an emphasis on minimizing production, financial and reputational impact for the organization.
• Establishing and maintaining ITIL governance to meet audit and regulatory requirements.
• Providing leadership, direction, and expertise for planning critical changes across multiple environments and platforms.
• 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.
• Maintaining a change calendar with clear visibility for stakeholders and change sponsors.
• Developing communication and training strategies to ensure the enterprise-wide adherence
• Conducting Post Incident Reviews and leading Root Cause Analysis Determination
• Coordinating and driving implementation plan walk throughs 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.

What 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.
• 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.

What We're Offering:

The hiring range for this position is $125,000 - $135,000, and you will also be eligible for our short-term incentive plan. The exact amount will depend on factors such as skills, experience, and job-related knowledge, but Interac's commitment goes beyond compensation. Our Total Rewards package is designed to support your well-being and future, and includes:

• Generous vacation and wellness days to help you recharge
• Comprehensive employer-paid benefits coverage for peace of mind
• Market-leading employer-funded RRSP program to invest in your future
• Flexible hybrid work model for better work-life balance
• Access to a free and confidential 24/7