Job Description

Position: Service Delivery Lead

Posting ID: 6962

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: March 31-2026

Internal Deadline: April 7-2026

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.

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.

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.