Home › Companies › Iadyup Fa Ocs Oraclecloud Com CX 4001 › Service Delivery Lead
Service Delivery Lead
Iadyup Fa Ocs Oraclecloud Com CX 4001 · Mississauga, ON, Canada; Credit Valley Hospital, Mississauga, ON, CA; 2085 Hurontario, Mississauga, ON, CA; Queensway Health Centre, Toronto, ON, CA; Mississauga Hospital, Mississauga, ON, CA · Hybrid · Active · $48–$60 / week · Oracle Recruiting Cloud / Fusion HCM
Job facts
| Field | Value |
|---|---|
| Company | Iadyup Fa Ocs Oraclecloud Com CX 4001 |
| Title | Service Delivery Lead |
| Normalized title | - |
| Department / team | Enabling |
| Location | Mississauga, ON, Canada |
| Work model | Hybrid / Hybrid |
| Employment type | Full Time |
| Salary | $48–$60 / week |
| Status | active |
| ATS provider | Oracle Recruiting Cloud / Fusion HCM |
| Posted / first seen | 2026-06-03 / 2026-06-04 |
| Changed / last seen | 2026-06-06 / 2026-06-06 |
Related slices
| Page | What it contains | Open |
|---|---|---|
| Company jobs | Active postings from Iadyup Fa Ocs Oraclecloud Com CX 4001. | Open |
| Company breakdowns | Role, location, ATS, and work model facets for this company. | Open |
| ATS provider jobs | Active postings observed through Oracle Recruiting Cloud / Fusion HCM. | Open |
| Provider filtered search | The same provider as a filtered job collection. | Open |
| City jobs | Active postings in Mississauga. | Open |
| Department jobs | Active postings in Enabling. | Open |
| Work model jobs | Active Hybrid postings. | Open |
| Lifecycle events | Open, update, close, and reopen events for this posting. | Open |
| Original posting | Canonical source or apply URL captured from the ATS. | Open |
Linked records
| Company | Iadyup Fa Ocs Oraclecloud Com CX 4001 |
| Source | 01646b18-8aae-4d8d-98d7-9d3fc30086e1 |
| ATS provider | Oracle Recruiting Cloud / Fusion HCM |
Description
Description
Repost
Position: Service Delivery Lead
Posting ID:
Department: IS Customer Service Management
Status: Permanent Full Time
Role level: Professional Group (PG 11 $47.78hr- $59.72hr)
Shifts: Monday to Friday (9am -5pm)
Site : 2085 Hurontario St, Mississauga, Queensway Health Mississauga Hospital
Posted: June 3-2026
Internal Deadline: June 10-2026
Trillium Health Partners is one of Canada’s largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030 , we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities.
Position Overview
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.
Key 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. Change Management
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. Competencies
Accountability & Ownership: Takes responsibility for actions, decisions, and service outcomes. Change Leadership: Demonstrates ability to manage and lead change effectively. Collaboration & Influencing: Partners effectively across departments; promotes shared understanding. Critical Thinking & Analysis: Uses data, trends, and evidence to make informed decisions. Communication: Communicates clearly and effectively with technical and non‑technical audiences. Process Orientation: Understands and applies structured frameworks, models, and methodologies. Customer Focus: Demonstrates empathy and commitment to exceptional user experience. Leadership & Mentorship: Supports the development of others through coaching, feedback, and knowledge sharing. Adaptability: Remains flexible and resilient in a fast‑paced, complex environment. Professionalism: Acts with integrity, humility, and respect in all interactions. Working Environment
Multi‑site healthcare environment operating 24x7x365. May require travel between THP locations to support operational needs. May require work outside standard business hours during audits, major incidents, or change windows. Work involves close collaboration with clinical, administrative, and IT teams and must adhere to privacy, security, and regulatory requirements. Job Qualifications
Knowledge
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). ITIL 4 Practice Manager, Managing Professional, or Master level (preferred). Advanced proficiency with ITSM platforms, especially ServiceNow (required). Experience
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. Healthcare IT experience (preferred). Demonstrated success implementing process improvements, governance frameworks, or automation initiatives. Skills & Abilities
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). To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca
Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.
Our organization may use automated tools, including artificial intelligence (AI) or algorithm-assisted systems, to support the initial review of applications. These tools are used only to assist our recruiters and hiring managers; all hiring decisions include meaningful human involvement and final review.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.
Trillium Health Partners is identified under the French Language Services Act.
We thank all those who apply but only those selected for further consideration will be contacted.
Company
Trillium Health Partners is one of Canada’s largest community-based teaching hospitals. Our team of more than 17,000 people serves the growing and diverse populations of Mississauga, west Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and nine satellite locations. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030 , we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities.
Full job record
| Job ID | 97cc497512e7ad48900fd6d837454483ad8aec90 |
| Org ID | a8135415-fb6f-4af8-997d-f41b3f2e0579 |
| Source ID | 01646b18-8aae-4d8d-98d7-9d3fc30086e1 |
| Board ID | 01646b18-8aae-4d8d-98d7-9d3fc30086e1 |
| Provider | oracle_hcm |
| Provider Job Key | 7632 |
| Title | Service Delivery Lead |
| Normalized Title | — |
| Status | active |
| Active | yes |
| Location Text | Mississauga, ON, Canada; Credit Valley Hospital, Mississauga, ON, CA; 2085 Hurontario, Mississauga, ON, CA; Queensway Health Centre, Toronto, ON, CA; Mississauga Hospital, Mississauga, ON, CA |
| Department | Enabling |
| Team | — |
| Employment Type | full_time |
| Workplace Type | hybrid |
| Remote Policy | hybrid |
| Country | Canada |
| Region | ON |
| City | Mississauga |
| Salary Raw | Description Repost Position: Service Delivery Lead Posting ID: Department: IS Customer Service Management Status: Permanent Full Time Role level: Professional Group (PG 11 $47.78hr- $59.72hr) Shifts: Monday to Friday (9am -5pm) Site : 2085 Hurontario St, Mississauga, Queensway Health Mississauga Hospital Posted: June 3-2026 Internal Deadline: June 10-2026 Trillium Health Partners is one of Canada’s largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030 , we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities. Position Overview 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. Key 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. Change Management 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. Competencies Accountability & Ownership: Takes responsibility for actions, decisions, and service outcomes. Change Leadership: Demonstrates ability to manage and lead change effectively. Collaboration & Influencing: Partners effectively across departments; promotes shared understanding. Critical Thinking & Analysis: Uses data, trends, and evidence to make informed decisions. Communication: Communicates clearly and effectively with technical and non‑technical audiences. Process Orientation: Understands and applies structured frameworks, models, and methodologies. Customer Focus: Demonstrates empathy and commitment to exceptional user experience. Leadership & Mentorship: Supports the development of others through coaching, feedback, and knowledge sharing. Adaptability: Remains flexible and resilient in a fast‑paced, complex environment. Professionalism: Acts with integrity, humility, and respect in all interactions. Working Environment Multi‑site healthcare environment operating 24x7x365. May require travel between THP locations to support operational needs. May require work outside standard business hours during audits, major incidents, or change windows. Work involves close collaboration with clinical, administrative, and IT teams and must adhere to privacy, security, and regulatory requirements. Job Qualifications Knowledge 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). ITIL 4 Practice Manager, Managing Professional, or Master level (preferred). Advanced proficiency with ITSM platforms, especially ServiceNow (required). Experience 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. Healthcare IT experience (preferred). Demonstrated success implementing process improvements, governance frameworks, or automation initiatives. Skills & Abilities 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). To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity. Our organization may use automated tools, including artificial intelligence (AI) or algorithm-assisted systems, to support the initial review of applications. These tools are used only to assist our recruiters and hiring managers; all hiring decisions include meaningful human involvement and final review. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act. Trillium Health Partners is identified under the French Language Services Act. We thank all those who apply but only those selected for further consideration will be contacted. Company Trillium Health Partners is one of Canada’s largest community-based teaching hospitals. Our team of more than 17,000 people serves the growing and diverse populations of Mississauga, west Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and nine satellite locations. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030 , we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities. |
| Salary Min | 47.78 |
| Salary Max | 59.72 |
| Salary Currency | USD |
| Salary Period | week |
| Source URL | https://iadyup.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_4001/job/7632 |
| Apply URL | https://iadyup.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_4001/job/7632 |
| First Seen At | 2026-06-04 10:41:58Z |
| Last Seen At | 2026-06-06 18:45:02Z |
| Last Checked At | 2026-06-06 18:45:02Z |
| Last Changed At | 2026-06-06 11:24:13Z |
| Inactive At | — |
| Source Posted At | 2026-06-03 15:14:23Z |
| Source Updated At | — |
| Raw Payload Uri | s3://job-postings-prod-raw-590183727216/raw/provider=oracle_hcm/board=iadyup.fa.ocs.oraclecloud.com|CX_4001/date=2026-06-06/2026-06-06T18-44-56-648Z-089356a628c9d447ceef6825ef00cb9b36e2baa273bd98ef123c6c2b7558523c.json |
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"ExternalDescriptionStr": "<p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Repost</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Position: </strong> Service Delivery Lead </span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Posting ID: </strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Department: </strong>IS Customer Service Management</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Status: </strong> Permanent Full Time</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Role level: </strong> Professional Group (PG 11 $47.78hr- $59.72hr)</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Shifts: </strong>Monday to Friday (9am -5pm)</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Site</strong>: 2085 Hurontario St, Mississauga, Queensway Health Mississauga Hospital</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Posted: </strong> June 3-2026</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Internal Deadline: </strong>June 10-2026</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Trillium Health Partners is one of Canada’s largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, </span></span><a href=\"https://strategy.thp.ca/\" title=\"https://strategy.thp.ca/\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Plan to 2030</span></span></a><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">, we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities. </span></span></p><hr><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Position Overview</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">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.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">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.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">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.</span></span></p><hr><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Key Responsibilities</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Lead the implementation and ongoing enhancement of ITSM best practices, standards, and governance models.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Oversee Incident, Request, Problem, Change, and Asset Management processes to ensure accuracy, compliance, and operational consistency.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Establish, document, and maintain policies, procedures, SOPs, workflows, and guidelines to support consistent service delivery across IS departments.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Monitor process performance and identify gaps, recurring issues, and improvement opportunities.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Mentor staff and promote adherence to ITSM frameworks and continuous improvement philosophies.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Develop and maintain dashboards and reports highlighting KPIs, SLAs, backlog trends, ticket aging, and operational performance.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Produce analytics for Incident, Request, Change, and Problem Management, including trend analysis and service‑level reporting.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Identify opportunities for automation and workflow optimization to streamline operations.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Configure ITSM tools (e.g., ServiceNow) and support enhancements that improve efficiency and usability.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Collaborate with IS teams (Infrastructure, Cyber, Deskside, Applications, Network, etc.) to ensure cross‑functional alignment and service delivery excellence.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Identify operational priorities and escalate issues appropriately to leadership.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Support service delivery activities at all THP sites (travel may be required).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Participate in audits and ensure timely submission of documentation and compliance evidence.</span></span></li></ul><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Change Management </strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Lead the end‑to‑end Change Management process, ensuring changes are properly documented, assessed, approved, communicated, executed, and reviewed.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Review change submissions for completeness, business justification, risk assessment, and alignment to standards.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Facilitate the weekly Change Advisory Board (CAB), ensuring effective governance and decision‑making.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Maintain an accurate Forward Schedule of Change (FSC) and produce change logs, summaries, and post‑implementation review documentation.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Establish tasks, milestones, and controls that support safe and effective change execution.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Perform other duties as assigned to support service reliability, governance, and continuous improvement.</span></span></li></ul><hr><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Competencies</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Accountability & Ownership: Takes responsibility for actions, decisions, and service outcomes.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Change Leadership: Demonstrates ability to manage and lead change effectively.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Collaboration & Influencing: Partners effectively across departments; promotes shared understanding.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Critical Thinking & Analysis: Uses data, trends, and evidence to make informed decisions.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Communication: Communicates clearly and effectively with technical and non‑technical audiences.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Process Orientation: Understands and applies structured frameworks, models, and methodologies.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Customer Focus: Demonstrates empathy and commitment to exceptional user experience.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Leadership & Mentorship: Supports the development of others through coaching, feedback, and knowledge sharing.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Adaptability: Remains flexible and resilient in a fast‑paced, complex environment.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Professionalism: Acts with integrity, humility, and respect in all interactions.</span></span></li></ul><hr><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Working Environment</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Multi‑site healthcare environment operating 24x7x365.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">May require travel between THP locations to support operational needs.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">May require work outside standard business hours during audits, major incidents, or change windows.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Work involves close collaboration with clinical, administrative, and IT teams and must adhere to privacy, security, and regulatory requirements.</span></span></li></ul><hr><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Job Qualifications</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Knowledge</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">University Degree or College Diploma in a computer‑related field, or equivalent experience (required).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Strong understanding of Information Systems concepts and enterprise technology environments.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">ITIL Foundation v4 (required).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">ITIL 4 Practice Manager, Managing Professional, or Master level (preferred).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Advanced proficiency with ITSM platforms, especially ServiceNow (required).</span></span></li></ul><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Experience</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">5+ years of IT Service Delivery or ITSM process experience (required).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">3+ years leading ITIL‑aligned service management practices in a large, multi‑site environment.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">3+ years of hands‑on Change Management experience (required).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">2+ years facilitating a Change Advisory Board (CAB).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Strong experience with ITSM reporting, dashboards, KPIs, and service analytics.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Healthcare IT experience (preferred).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Demonstrated success implementing process improvements, governance frameworks, or automation initiatives.</span></span></li></ul><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>Skills & Abilities</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Exceptional organizational and time‑management skills.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Strong analytical and problem‑solving abilities.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Excellent active listening and facilitation skills.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">High‑quality written and verbal communication skills.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Ability to work successfully under pressure and manage multiple priorities.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Skilled in presenting data, leading meetings, and influencing decision‑making.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Self‑motivated with strong attention to detail and process discipline.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Proficiency with Microsoft Word, Excel, Outlook, and reporting tools (required).</span></span></li></ul><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>To pursue this career opportunity, please visit our website: </strong></span></span><a href=\"http://www.trilliumhealthpartners.ca/\" target=\"_blank\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>www.trilliumhealthpartners.ca</strong></span></span></a></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Our organization may use automated tools, including artificial intelligence (AI) or algorithm-assisted systems, to support the initial review of applications. These tools are used only to assist our recruiters and hiring managers; all hiring decisions include meaningful human involvement and final review.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"> All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"> Trillium Health Partners is identified under the French Language Services Act.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"> <strong>We thank all those who apply but only those selected for further consideration will be contacted.</strong></span></span></p>",
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