Process & Operational Excellence Leader

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in areas like verification and open banking, we are shaping the future of the digital economy in Canada.

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

You will provide the vision and expertise for the successful implementation and operations of the people, processes, and technologies required for delivering critical IT services. This role will ensure the availability, confidentiality, and integrity of Interac systems while championing IT best practices.

You'll be responsible for:

• Providing overall vision and roadmap for Interac’s core IT processes and day-to-day operations.
• Ensuring the successful creation and implementation of all core ITIL processes utilizing the latest V4 standards.
• Developing processes in conjunction with core external stakeholders.
• Establishing and enforcing governance standards for documentation and Knowledge Management.
• Collaborating with business stakeholders, IT teams, and external vendors for successful project delivery.
• Developing and delivering training material in support of new processes to internal and external stakeholders.
• Planning, developing, and setting up a new Enterprise IT Command Centre.
• Developing requirements for Observability and Monitoring needs of Interac.
• Developing and implementing runbooks and process templates.
• Implementing a maturity assessment metric.
• Building and implementing Operational Level Agreements to drive improved performance.
• Liaising with support staff from key vendors for troubleshooting and maintaining windows.
• Creating and maintaining operational process documentation.
• Providing process ownership and governance of core IT processes.

You bring:

• A university degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience.
• 5-10 years of experience in highly complex IT environments.
• Experience in a critical 7/24 environment.
• Experience with IT Command Centers.
• Extensive experience in ITIL service management processes.
• Experience in developing and managing ITIL service processes.
• Experience leading teams and providing vision and roadmaps.
• Experience with log and metrics collection and analysis.
• Familiarity with application and infrastructure monitoring.
• Knowledge of one or more scripting languages.
• IT problem diagnosis and resolution skills.
• Strong communication and interpersonal skills.
• A willingness to learn new technologies.
• Ability to solve problems efficiently.
• Organization and multi-priority management skills.
• Positivity and ability to thrive under pressure.
• Experience in service decomposition and setting target KPIs.
• Eligibility to work in Canada full-time.

Nice to have:

• ITIL V4 Certification or higher.

How we work

Our culture encourages excellence and actively rewards contributions. We offer:

• Connection: Surrounded by talented people driven by a common goal.
• Core Values: Defining us and making us the best at what we do.
• Compensation & Benefits: Driven by individual and corporate performance with numerous benefits and perks.
• Education: We invest in you to ensure you excel at what you do.

Please beware of individuals fraudulently using Interac Corp.’s name to offer fictitious employment opportunities. Interac Corp. will never ask for money in exchange for employment opportunities.