Manager, ITSM Practices

Payments Canada is at the forefront of the Canadian payment ecosystem. Our purpose is to make payments easier, smarter and safer for all Canadians. Every day we are working diligently to ensure your payments are cleared and settled. In 2023 alone, our systems cleared approximately $112 trillion or $450 billion each business day! If you are passionate about payments and want to help ensure that these financial transactions in Canada are carried out safely and securely, working with us is for you!

| Who we are

We are a public purpose, non-profit organization situated at the centre of Canada's payment ecosystem. We own and operate payment systems that process hundreds of billions of dollars worth of payment transactions every business day. We convene ecosystem participants to discuss their multiple and diverse interests and ideas and to navigate industry-level challenges. We adhere to a set of values that are our north star: Inspire trust, build community and enable change.

Payments Canada - where our country connects:

Payments Canada - Who we are

| Our culture

With our people in mind we have created a culture that fosters authenticity, collaboration, innovation and development. We empower one another, make meaningful contributions that not only impact the organization, but our country! We develop and nurture meaningful connections that drive innovation in our ecosystem. We are Payments Canada!

Do you want to make payments easier, smarter and safer for Canada? Join us today!

You need to work here if

• You love working with passionate, ambitious and collaborative colleagues.
• You want to be challenged and lead unique initiatives.
• You want to grow, develop and become a subject matter expert in your field.
• You want your work to make an impact in your community and country.

Come and join us - where payments meet purpose!

| What we are looking for

Reporting to the Director, Service Management, the Manager, ITSM Practices leads a team of ITSM specialists and is accountable for overseeing the management and delivery of day-to-day ITSM services. This role supports the operation of key critical Payment and Corporate Product services. The Manager is an experienced communicator who must establish and maintain strong relationships with Payment Canada's internal and external stakeholders. With proven expertise in the ITIL framework and practices, the incumbent will lead the practices team in building and maintaining a five (5) year roadmap as well as leading the governance and day-to-day practices of our ITSM processes.

The Manager is a leader within the Service Management Office (SMO) and will work closely with the Director, Service Management and collaboratively with their peers to ensure the successful delivery of services and provide leadership to the Service Management Office staff and across the organization.

Job Grade: G

| A day in the life

Your responsibilities as the Manager, ITSM Practices include but are not limited to:

Management of the ITSM-ITIL Practices Portfolio:

• Actively manage the ITSM-Practices team, ensuring the completion of operational activities and the handling of service Incidents, queries, and service requests as required product.
• Establish and maintain a set of performance-maturity targets for ITIL processes and operational ITSM-ITIL practices activities performed by the practices team.

Contacts and Communications:

• Manage and maintain relationships with Payments Canada employees, service owners, and stakeholders.
• Ensure stakeholders' needs are identified, analyzed, and addressed to the satisfaction of Payments Canada's senior management and the stakeholders.

Leadership:

• Develop, implement, and maintain a divisional strategy in line with the organizational strategy, designed to enhance or reliably sustain existing services over the longer term, and to proactively identify opportunities for new or amended services.
• Provide strong leadership to the divisional team, ensuring the necessary tools and support are in place to enable the team to be successful.

| What you need to be successful

• Bachelor's degree or Diploma in information technology, computer science, business administration or related field.
• Must obtain or in the process of obtaining ITIL4 Certification.
• Minimum of seven (7) years of practical progressive experience with day-to-day ITIL Practice Operations.
• Minimum five (5) years of relationship management and/or leadership experience.
• Experience with product management of an enterprise service delivery product.
• Ability to establish and maintain strong business relationships.
• Provide effective leadership in managing a team of ITIL Practitioners.
• Experience in leadership strategies, developing roadmaps, and work plans.
• Develop and manage performance plans for the team, establish clear performance goals with regular measurement and reporting.
• Implement a continuous improvement program with stakeholder participation.
• Represent and participate as an SMO representative in various standing meetings with stakeholders and other parties.
• Responsible for coordination and preparation of materials with the Service Management Steering Committee (SMSC) and presenting findings to senior management.
• Eligibility to successfully complete background checks that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.

| You will really stand out with

• ServiceNow training and experience are considered an asset.

| Salary range

• Based on qualifications and experience: $112,364 and $140,455.

Please submit your application by May 01, 2025.

| What's in it for you?

• Flexible, hybrid (remote/office) environment.
• Competitive compensation package, including annual variable bonus and defined contribution pension plan with employer matching percentage (if eligible).
• Comprehensive health and dental benefit coverage, including mental health coverage, life insurance and a health spending account for you and your dependents (Permanent and temporary employees with contracts 12 months and over).
• Paid time off: minimum four weeks paid vacation, sick and personal days, December holiday shutdown and cultural holiday observance days.
• 26 weeks of paid maternity and parental leave top-up.
• Rewards and recognition program.
• Access to office gym facilities.
• Internal and external professional development opportunities.
• Fun team and organizational events.
• Monthly all staff forums led by our Executive Leadership Team.

| Our diversity, inclusion and equity commitment

At Payments Canada, we are committed to making everyone feel they can be themselves and thrive at work. We will continue to build on a foundation of respect and appreciation for diversity in all forms and collectively create an inclusive and equitable culture where our differences are valued.

We are committed to employment equity and actively encourage applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation by emailing hrinfo@payments.ca.

We thank all applicants for their interest in this opportunity. Preference will be given to Canadian citizens and permanent residents. Only selected candidates will be contacted for an interview.