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About the Role

EDC helps Canadian businesses succeed abroad by providing them with the financial tools and expertise needed to explore new markets and reduce risks, with the goal of building a better Canada and a better world through trade.

Responsibilities

Assume responsibility and governance for IT incident management practices across EDC.
Establish, maintain, and continuously improve standards, processes, procedures, and documentation for incident management.
Ensure adherence to ITIL best practices and EDC governance requirements.
Define process objectives and performance indicators that contribute to business outcomes.
Update the definition of incident management services and related governance artifacts.
Assume responsibility and governance for EDC's major incident management framework.
Drive continuous improvement of processes, roles, responsibilities, and escalation models for major incidents.
Lead post-major incident review activities and ensure corrective actions are tracked to completion.
Develop standards and guidelines for communications during major incidents.
Analyze major incident trends and recommend improvements to reduce recurrence and business impact.
Establish and maintain IT incident management metrics, key performance indicators (KPIs), and performance dashboards.
Analyze incident trends to identify opportunities for process improvement and risk reduction.
Provide regular reports to operational leaders and senior management stakeholders.
Measure and communicate the value and effectiveness of incident management practices.
Ensure compliance with IT incident management policies, standards, and procedures.
Conduct practice assessments and process health reviews.
Identify governance risks and recommend mitigation strategies.
Ensure the integration of audit and compliance requirements into practices.
Collaborate with risk, audit, security, and operations teams to enhance service resilience.
Build strong relationships between the Service Desk, operations, platform, product, and cybersecurity teams, and stakeholders.
Facilitate working groups and communities of practice to enhance incident management capabilities.
Provide advice and coaching on incident and major incident management best practices.
Support training and awareness efforts related to process improvements and drive their adoption within the Digital and Technology Solutions Group.
Lead strategic initiatives to improve incident response and increase service recovery capabilities.
Drive automation, workflow optimization, and reporting enhancements in ServiceNow and other related platforms.
Maintain a prioritized roadmap of improvements for IT incident management.
Leverage lessons learned, industry trends, and emerging practices to evolve EDC's incident management capabilities.

Requirements

Post-secondary degree in Information Technology, Business, Engineering, or a related field.
A minimum of 7 years of experience in IT Service Management, Incident Management, Operations, Service Delivery, or a related field.
Proven experience in owning or leading incident management, major incident management, or operational governance practices.
Solid understanding of ITIL principles and service management best practices.
Experience in developing governance frameworks, standards, procedures, and performance metrics.
Strong analytical and problem-solving skills, with the ability to translate operational data into actionable insights.
Experience with enterprise service management platforms, such as ServiceNow.
Demonstrated ability to influence stakeholders and drive change in complex organizational settings.
Excellent facilitation, communication, and presentation skills.
Experience communicating with both technical audiences and senior management.
Strong organizational and relationship management skills.

Skills

ITIL Foundation certificate, ITIL Practice Manager, ITIL Managing Professional, or other relevant industry certification.
Experience leading or coordinating major incident response activities.
Experience conducting major incident reviews and facilitating lessons learned sessions.
Experience developing KPI frameworks, executive dashboards, and operational reports.
Knowledge of Problem Management, Change Enablement, Service Level Management, and other ITIL practices.
Experience in the financial services sector, government organization, Crown corporation, or a highly regulated environment.
Experience leading initiatives for service management maturity and organizational change.
Proficiency in both official languages.
Ability to work legally in Canada.
Ability to meet government security clearance requirements.

Location

Ottawa
Toronto
Montreal
Calgary

Work Type

Hybrid
Permanent

Experience Level

Senior

Education Level

Post-secondary degree

Salary/Compensations

$96,557 to $128,743

Benefits

Competitive compensation and benefits package
Good work-life balance
Opportunity to contribute to building a better Canada and a better world through trade
Hybrid work options
Three to four weeks of vacation
A period of closure
Shortened summer Fridays
Meeting-free Fridays
Continuous learning opportunities, including training programs, workshops, and language training
Diverse and inclusive workplace
Wellness initiatives, mental health support, and fitness programs
Community investment through volunteer activities and social responsibility programs
Relocation assistance for eligible candidates

About the Company

At EDC, we help Canadian businesses succeed abroad.
As a Crown corporation with a financial mandate, EDC offers innovative financial solutions and expert advice to help businesses explore new markets, mitigate their risks, and grow.
The Digital and Technology Solutions Group was established in 2023 to empower our clients and employees to conquer the world by providing them with reliable and secure digital services.
Its objectives include defining, establishing, and maintaining the target state for integrated technology, the target data model, and the technology activities necessary for EDC's operational transformation by 2030.
Creating and managing the ongoing three-year digital roadmap, which outlines the order of results required to achieve the target technology state and facilitates its implementation across all sectors of the organization.
Staying abreast of industry trends and emerging technologies to ensure EDC has the digital tools to remain relevant in the market and expand Canada's international business presence.
Overseeing the integrated implementation of digital, data, infrastructure, and cybersecurity projects to deliver an excellent customer, user, and employee experience.
The IT Service Management Team is responsible for establishing, governing, and continuously improving service management practices that promote operational excellence and service reliability across EDC.
The Team provides leadership and governance for key IT service management activities (IT Incident Management, Major Incident Management, Problem Management, Change Enablement, and Knowledge Management).
The Team collaborates closely with the Service Desk, IT Operations, product teams, platform teams, the Cybersecurity team, and technology leaders to ensure consistent service delivery, effective risk management, and continuous improvement of service management practices in line with industry standards and EDC's strategic objectives.

Equal Opportunity

EDC is committed to fair employment practices and preference will be given to candidates who are legally able to work in Canada at the time of application (Canadian citizens or permanent residents).
Candidates must meet government security clearance requirements.
EDC is committed to fostering employment equity and building a diverse workforce.
It is committed to creating a safe and inclusive environment that respects people of all backgrounds, abilities, and skills.
EDC fosters a culture of inclusion and belonging where every person has an equal opportunity to develop, grow, succeed, and reach their full potential.
EDC recognizes that disclosing the need for accommodation may be a personal matter.
Be assured that as an organization, we are committed to confidentiality and ensuring that any accommodations provided are tailored to your needs.
Our goal is to ensure you have a positive and satisfying experience throughout the recruitment process.
Please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca.
We are here to help you every step of the way.