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Leader, Process

3 weeks ago

Toronto, Canada Interac Corp. Full time

**Leader, Process & Operational Excellence**

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

As a Process & Operational Excellence Leader, you will play a key role in ensuring the creation and implementation of Interac’s core IT Operational Processes and future operating model. You will work with key internal stakeholders along with external core partners to develop an integrated operating model. You will ensure the model allows for Operational Excellence in the delivery of Interac’s critical payment’s services and products.

You will provide the vision and expertise to ensure the successful implementation and operations of the people, process, and technologies required in the delivery of critical IT services. You will develop a long-term roadmap and supporting metrics to support a continuous improvement methodology. This role will ensure the availability, confidentiality, and integrity of Interac systems while championing IT best practices for IT Operations.

**You'll be responsible for**:

- Providing overall vision and roadmap for Interac’s core IT processes and day to day operation.
- Ensure the successful creation and implementation of all core ITIL processes utilizing the latest V4 standards.
- Ensure processes developed in conjunction with core external stakeholders.
- Establish and enforce governance standards for documentation and Knowledge Management.
- Collaborate with business stakeholders, IT teams, and external vendors to ensure successful project delivery.
- Ensure the development and delivery of training material in support of the new processes to both internal and external stakeholders.
- Ensure the successful planning, development, and setup of a new Enterprise IT Command Centre.
- Assist in the development of the requirements needed for the Observability and Monitoring needs of Interac.
- Ensure the development and implementation of the runbook and process templates.
- Ensure the development and implementation of a maturity assessment metric.
- Building and implementation of Operational Level Agreements to drive improved performance.
- Liaising with support staff from our key vendors for troubleshooting, coordinating maintenance windows, etc.
- Creating and maintaining operational process documentation.
- Provide process ownership and governance of core IT processes.

**You bring**:

- A university degree in Computer Science, Computer Engineering, Information Systems or similar, or equivalent combination of education and work experience.
- A minimum of 5-10 years of work experience in highly complex IT environments.
- Experience operating within a critical 7/24 environment.
- Experience with the creation and operation of IT Command Centers.
- Extensive experience in ITIL service management processes.
- Experience in the development and management of ITIL service processes.
- Experience with leading teams and providing vision and roadmaps.
- Experience with log and metrics collection and analysis.
- Knowledge in one or more scripting languages.
- Skills in IT problem diagnosis and resolution.
- Strong verbal and written communication and interpersonal skills, with an ability to communicate effectively and professionally.
- You love to learn and are willing to learn new technologies and maintain industry knowledge.
- A demonstrated ability to solve difficult problems with efficient and logical solutions.
- You can stay organized, manage multiple priorities and deal with information from different sources at once while following through on projects to completion.
- Positivity and thrive under pressure.
- You are open to new ideas and change initiatives and can modify the current approach in the face of new demands.
- Experience in service decomposition in setting target KPIs.
- Eligibility to work for Interac Corp. in Canada in a full-time capacity.

**Nice to have**:

- ITIL V4 Certification or higher.
- Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:_
- _ Canadian criminal record check;_
- _ Public safety verification;_
- _ Canadian ID cross-check;_
- _ 5-year employment verification;_
- _ Education verification; and_
- _ If applicable, Credit Inquiry and Social Media Check_

**How we work**
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:
**Connection**:You’re surrounded by talented people every day who are driven by their passion of a common goal.

**Core Values**:**They define us.