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. 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. ~ Strong 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. 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

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