Service Delivery Management, Lead

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

Benefits offered by this job

Vacation days

Benefits coverage

RRSP matching

Hybrid work

Employee assistance

Parental leave

Charitable matching

Job summary

Interac Corp. in Toronto, Ontario, seeks a Lead for ITIL Change and Service Management to drive governance, risk assessments, and successful Change initiatives across multiple environments.

You will chair the Change Advisory Board, coordinate with internal teams and vendors, and deliver ITIL metrics to executives while supporting a secure Real Time Rail system.

Qualifications

• Extensive experience in IT service management with Change, Problem, Incident and Request Fulfillment.
• Ability to lead changes with risk assessments and audit/regulatory alignment.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead ITIL-based Change and related processes across environments.
• Chair Change Advisory Board and coordinate with vendors/partners.
• Develop change calendars and governance for audit readiness.
• Publish ITIL metrics and reports to executives.

Skills

IT service management

Change Management

Problem Management

Incident Management

Request Fulfillment

CAB governance

Stakeholder management

ServiceNow

BMC Remedy

Communication

Education

ITIL V4 Intermediate certification or higher

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 adherenceConducting Post Incident Reviews and leading Root Cause Analysis DeterminationCoordinating 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 skillsStrong 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 techniquesAbility 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 rechargeComprehensive employer-paid benefits coverage for peace of mindMarket-leading employer-funded RRSP program to invest in your futureFlexible hybrid work model for better work-life balanceAccess to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate familyPregnancy and parental leave top-up to support growing familiesCharitable donation matching with United Way to amplify your impactWhy Join Us?At Interac, the impact we make, and the people who drive it, is profound. When you become part of our team, you’re joining a purpose-driven organization that’s shaping the future of digital finance in Canada. Here’s what you can expect:Investing in the Future – Help us unlock digital prosperity for all Canadians.Innovative Thinking – Collaborate on products, practices, and platforms that redefine what’s possible.Inclusive Culture – Be empowered to bring your whole self to work and realize your full potential.Inspiring Community – Work in an ecosystem where we lift each other up and rise together.Intentional Support – Enjoy flexible, supportive offerings that prioritize your total wellness.Additional Pre-Employment Requirements:To ensure the integrity of our organization, successful candidates will be required to complete background checks, which may include, Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check, and Social Media Check.Equal Opportunity EmployerInterac is also an equal opportunity employer committed to fostering a diverse and inclusive workplace. We believe that innovation thrives when people from different backgrounds, experiences, and perspectives come together. That’s why we are committed to providing fair and equitable employment opportunities for all individuals, without discrimination based on race, color, ancestry, ethnic origin, place of origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other characteristic protected by applicable law.If you require accommodation during any stage of the application or recruitment process, please contact us at [e-mail]. We will work with you to meet your needs.Please be aware that certain individuals are misusing Interac Corp.’s name and logo to promote fictitious employment opportunities. Interac Corp. never requests, solicits, or accepts any form of payment in exchange for employment. Any such offers are fraudulent and should be disregarded. Interac Corp. assumes no liability for any claims, losses, damages, expenses, or inconveniences arising from or related to these fraudulent activities. Such communications do not constitute an offer or representation by Interac Corp. or its subsidiaries and affiliates.