ITSM Incident and Problem Process Lead

The Incident and Problem Process Lead is responsible for process execution and assurance by initiating and directing all management, support, governance, research, development, innovation, and ITSM cultural change for GFL. The scope of this role includes delivering sustainable service consistency, quality and customer satisfaction through a centralized approach to Incident & Problem Processes. The role works closely with internal and external (client/vendor) Executives, Leaders, and Service Providers to establish an industry leading Incident & Problem Management practice. Success in this role will bring business value and strategic positioning providing a competitive advantage by leading the creation, innovation and delivery of scalable services processes.

Key Responsibilities:

• Ensure Incident & Problem Management processes and procedures are communicated and followed by all verticals
• Develop and govern the organization's Incident & Problem Management process and policies related to enable business efficiency and savings through active participation and compliance reporting
• Lead RCAs, closing the cycle from major Incident to Problem to solution, handing it off to Change and Release management process.
• Oversee and manage Incident & Problem Management process and execution based on industry best practices to minimize adverse impact on the business
• Work with business relationship management to determine business impacts, conflicts and risk associated with ITSM
• Responsible for Incident & Problem Management continuous improvement
• Build pragmatic process that enable the business efficiency and savings
• Develop KPI's and key management reports for Incident & Problem Management processes within scope
• Measure and monitor Incident & Problem Management Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics - reporting when necessary
• Govern the adherence to Incident & Problem Management processes by all IT GFL areas through active participation and compliance reporting
• Own and manage overall communications plans and marketing strategy for Incident & Problem Management Processes
• Key stakeholder in the ongoing development of the toolset supporting Incident & Problem Management processes, providing requirements and future strategy
• Ensuring that the individual activities of the process are carried out with regards to agreed quality levels and compliance standards with potential links to Service Level Management
• Assist with the preparation of client presentations concerning project scope, timeline, activities, issues and progress as required

Knowledge, Skills and Competencies:

• Graduate degree in Business, Management, Computer Science, Engineering, or a related IT-focused discipline, with 7+ years of IT Service Management experience in Incident and/or Problem Management.
• Strong knowledge of IT architectures, emerging technologies, and service integration, with the ability to troubleshoot and design effective IT solutions.
• Demonstrated ability to develop and implement IT policies and governance frameworks to support organizational goals.
• Effective communicator with experience engaging senior leadership, cross-functional teams, and diverse stakeholders; able to lead under pressure and manage service-level expectations.
• Highly customer-focused with a strong orientation toward service excellence, transformation, and continuous improvement.
• Preferred certifications: ITIL Practitioner, CoBIT, and CMMI; experience in a related industry or with an IT service provider is an asset.

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com