Lead Service Delivery

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We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.
Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.
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**Job Description**:
This Lead Service Delivery (Incidence and Change Management) role encompasses Incident, Problem and Change Management at OMERS. The person in this role will act as a leader in these areas and will actively participate in leading Major Incidents. Other key responsibilities of the role include hosting the weekly Change Advisory Board ( CAB ) meeting and producing all related reports and communications.

**Responsibilities**:
Major Incident Management
Lead Major Incidents by initiating the communication channels and ensuring all required technical resources and key stakeholders have joined the investigation.
Act as the Major Incident Management Lead during the incident, providing direction to technical teams and other groups to ensure a well-coordinated response.
Compose and send Major Incident Notifications at defined intervals.
Provide ongoing Executive level summary updates throughout the incident.
Produce well-written Incident, Root Cause Analysis, and Executive reports.
Provide guidance, mentorship, and training in Incident Management.
Update Incident Management process and standards documentation.
Produce and update training materials.
Conduct post-incident review meetings and track follow up action items until completion.
Host training group sessions in Incident Management.
Change Management
Act as the lead in Change Management
Review Change Requests for completeness and accuracy.
Provide guidance, mentorship, and training in Change Management.
Update Change Management process and standards documentation.
Produce and update Change Management training materials.
Manage the weekly CAB meetings.
Host training sessions in Change Management.
Send notifications related to upcoming Changes.
Problem Management
Act as the lead in Problem investigations.
Produce RCA reports.
Identify ongoing issues through proactive problem management and co-ordinate the implementations of resolutions.
Audit
Provide reports and other documentation related to IT Service Management audits
Conduct monthly internal audits and follow-up with the appropriate actions to address any issues.
Valued Skills and Experience
**Educational Background**: Bachelor’s degree in information technology, Computer Science, or a related field
**Experience**:
5-10 years of experience in IT Service Management (ITSM) within a large organization
Minimum of 2 years of experience in major incident management
Minimum of 2 years of experience in change management
**Certifications**:
ITIL Certification is preferred
**Skills**:
Excellent verbal and written communication skills, with the ability to explain complex technical concepts to a non-technical audience
Proven ability to think critically and solve problems effectively under pressure
**Work Requirements**:
Willingness to work outside of standard business hours due to the nature of the role
**Additional Experience**:
Experience in conducting group training sessions
As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.