At Interac, we protect both — driving trust, security, and inclusion, so our digital economy thrives. 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.

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.

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.



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. 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. ~ 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. ~ Solid customer-focused operations management skills. ~ 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 techniques ~ 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.

Our Total

Rewards package is designed to support your well-being and future, and includes: Generous vacation and wellness days to help you recharge Flexible hybrid work model for better work-life balance Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family Pregnancy and parental leave top-up to support growing families Charitable donation matching with United Way to amplify your impact When you become part of our team, you’re joining a purpose-driven organization that’s shaping the future of digital finance in Canada. Investing in the Future – Help us unlock digital prosperity for all Canadians.

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. 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 humanresources@interac.

📌 Senior Lead - Operations - Full Time (Toronto)
🏢 Interac
📍 Toronto