Major Incident Lead

2 weeks ago

Vaughan, Canada GFL Environmental Inc. Full time

The Major Incident & Incident Management Lead is responsible for process execution and assurance by initiating and directing all management, support, governance, research, development, innovation, and cultural change for GFL. The scope of this role includes delivering sustainable service consistency, quality and customer satisfaction through a centralized approach to Major Incident & IM. The role works closely with internal and external (client/vendor) Executives, Leaders, and Service Providers to establish an industry leading Major Incident & Incident Management practice. Success in this role will bring business value and strategic positioning providing a competitive advantage by leading the creation, innovation and delivery of scalable services processes.

**Key Responsibilities**:

- Develop, execute, and lead a Major Incident & Incident Management strategy to deliver consistent and reliable process management to all internal and external users of IT Enabling Services
- Define, design, implement and direct the Major Incident & Incident Management strategy, collaborating with BPO, Executives, Vendors and Clients to ensure the delivery of process performance and improvement
- Manage the delivery of key Major Incident & Incident Management processes related mapping, documentation, and presentations to senior management
- Provide consultative IT strategy services to GFL for key initiatives
- Provide leadership to ensure governance in Major Incident & Incident Management in the enterprise service management strategy
- Ensure Major Incident & Incident Management processes and procedures are communicated and followed by all verticals
- Develop and govern the organization’s Major Incident & Incident Management process and policies related to enable business efficiency and savings through active participation and compliance reporting
- Oversee and manage Major Incident & Incident Management process and execution based on industry best practices to minimize adverse impact on the business
- Provide Major Incident & Incident Management leadership related to all activities necessary to detect and analyze issues which may potentially affect service or have impacted service by analysis of data
- Work with business relationship management to determine business impacts, conflicts and risk associated with process
- Responsible for Major Incident & Incident Management continuous improvement process
- Build pragmatic process that enable the business efficiency and savings
- Ensure continuous integration of processes within all IT GFL teams
- Develop KPI's and key management reports for Major Incident & Incident Management process within scope
- Measure and monitor all Major Incident & Incident Management Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics - reporting when necessary
- Govern the adherence to the Major Incident & Incident Management processes by all IT GFL areas through active participation and compliance reporting
- Understand current and future business needs and develop process roadmap as related to change and process management
- Own and manage overall communications plans and marketing strategy for Major Incident & IM
- Work with all vested stakeholders to ensure that programs developed meet both short-term and long-term objectives on an individual or group basis
- Establish and build healthy working relations and partnerships with service providers, customers, and peers
- Key stakeholder in the ongoing development of the toolset supporting the Major Incident & Incident Management processes, providing Requirements: and future strategy
- Ensuring that the individual activities of the process are carried out with regards to agreed quality levels and compliance standards with potential links to Service Level Management
- Provide implementation and post implementation support
- Assist with the preparation of client presentations concerning project scope, timeline, activities, issues and progress as required

**Knowledge, Skills, Abilities and Competencies**:

- Graduate degree in Business or Management, Computer Science, Engineering or related discipline with an IT focus
- 7+ years IT Service management experience, relating to Major Incident & IM
- Certifications: ITIL Practitioner; CoBIT, CMMI
- Ability to manage an organization with a large staff of highly trained IT professionals
- Strong analytical, design and development skills including troubleshooting and integration of IT services
- Knowledge of existing and emerging hardware and software technologies and IT architectures
- Strong competency in developing efficient and effective solutions to diverse and complex business problems using sound judgement and assertiveness when necessary
- Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems
- Ability to develop and implement IT policies and governance
- Able to

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