Service Delivery Management, Lead

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…