Service Delivery Lead

Trillium Health Partners•Mississauga, ON

1d•CA$48 - CA$60•Onsite

About The Position

The Service Delivery Lead is responsible for overseeing the implementation, governance, and continuous improvement of IT Service Management (ITSM) processes across Trillium Health Partners (THP). This role ensures that Incident, Request, Problem, Change, and Asset Management practices are executed consistently and aligned with organizational objectives, regulatory requirements, and industry best practices. The Service Delivery Lead acts as a subject-matter expert for ITSM processes and tools, providing operational leadership, coaching, process oversight, and analytical insights. A key component of the role includes leading end‑to‑end Change Management activities, facilitating the weekly Change Advisory Board (CAB), ensuring governance, and driving operational maturity across all IS teams. This role collaborates closely with internal technical teams, business stakeholders, and leadership to optimize service performance, enhance customer experience, and ensure the stability and quality of IT services.

Requirements

University Degree or College Diploma in a computer‑related field, or equivalent experience (required).
Strong understanding of Information Systems concepts and enterprise technology environments.
ITIL Foundation v4 (required).
Advanced proficiency with ITSM platforms, especially ServiceNow (required).
5+ years of IT Service Delivery or ITSM process experience (required).
3+ years leading ITIL‑aligned service management practices in a large, multi‑site environment.
3+ years of hands‑on Change Management experience (required).
2+ years facilitating a Change Advisory Board (CAB).
Strong experience with ITSM reporting, dashboards, KPIs, and service analytics.
Demonstrated success implementing process improvements, governance frameworks, or automation initiatives.
Exceptional organizational and time‑management skills.
Strong analytical and problem‑solving abilities.
Excellent active listening and facilitation skills.
High‑quality written and verbal communication skills.
Ability to work successfully under pressure and manage multiple priorities.
Skilled in presenting data, leading meetings, and influencing decision‑making.
Self‑motivated with strong attention to detail and process discipline.
Proficiency with Microsoft Word, Excel, Outlook, and reporting tools (required).

Nice To Haves

ITIL 4 Practice Manager, Managing Professional, or Master level (preferred).
Healthcare IT experience (preferred).

Responsibilities

Lead the implementation and ongoing enhancement of ITSM best practices, standards, and governance models.
Oversee Incident, Request, Problem, Change, and Asset Management processes to ensure accuracy, compliance, and operational consistency.
Establish, document, and maintain policies, procedures, SOPs, workflows, and guidelines to support consistent service delivery across IS departments.
Monitor process performance and identify gaps, recurring issues, and improvement opportunities.
Mentor staff and promote adherence to ITSM frameworks and continuous improvement philosophies.
Develop and maintain dashboards and reports highlighting KPIs, SLAs, backlog trends, ticket aging, and operational performance.
Produce analytics for Incident, Request, Change, and Problem Management, including trend analysis and service‑level reporting.
Identify opportunities for automation and workflow optimization to streamline operations.
Configure ITSM tools (e.g., ServiceNow) and support enhancements that improve efficiency and usability.
Collaborate with IS teams (Infrastructure, Cyber, Deskside, Applications, Network, etc.) to ensure cross‑functional alignment and service delivery excellence.
Identify operational priorities and escalate issues appropriately to leadership.
Support service delivery activities at all THP sites (travel may be required).
Participate in audits and ensure timely submission of documentation and compliance evidence.
Lead the end‑to‑end Change Management process, ensuring changes are properly documented, assessed, approved, communicated, executed, and reviewed.
Review change submissions for completeness, business justification, risk assessment, and alignment to standards.
Facilitate the weekly Change Advisory Board (CAB), ensuring effective governance and decision‑making.
Maintain an accurate Forward Schedule of Change (FSC) and produce change logs, summaries, and post‑implementation review documentation.
Establish tasks, milestones, and controls that support safe and effective change execution.
Perform other duties as assigned to support service reliability, governance, and continuous improvement.