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Added 1 month ago
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Group Operations Manager – Service Delivery Management (EUC)
HCLTech
Toronto, ON
- $95,000 to $114,000 CAD / year
- Full-time
…primary interface between clients, internal delivery teams, and senior stakeholders, you will enable HCLTech to exceed service expectations and achieve key business…
Added 1 month ago
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Specialist III, Telecommunications (Permanent)
Toronto District School Board
Toronto, ON · Etobicoke, ON
- $40.95 to $48.03 CAD / hour
- Full-time
Reporting to the Senior Analyst, Telecommunications, the Specialist III, Telecommunications will be responsible for providing technical support and the daily administration of TDSB’s…
Added 1 month ago
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Senior Procurement Specialist
CBI Health
Toronto, ON
- Full-time
Reporting to the Assistant Vice President, Finance, the Senior Procurement Specialist supports the effective delivery of procurement activities across CBI Health’s national, multi-site…
Added 1 month ago
Senior Information Security Analyst
Scotiabank
Toronto, ON
Experience with SailPoint, Centrify/ similar PAM solution for ID/User onboarding and management, and ServiceNow
Added 1 month ago
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Senior Technical Business Systems Analyst
J&M Group
Toronto, ON
- Full-time
Reconcile data across GitHub, Bitbucket, ServiceNow, CMDBs, spreadsheets, and other systems.
Added 1 month ago
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Manager/Technical Lead, Technology Asset Management (TAM)
Deloitte
Toronto, ON
- Full-time
Leading and mentoring teams of consultants and senior consultants, fostering their growth and professional development
Added 1 month ago
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Senior Manager, AI Products & Copilot Solutions
McKesson
Mississauga, ON
- Full-time
McKesson is seeking a Senior Manager, AI Products & Copilot Solutions to lead a team responsible for identifying, prioritizing, and delivering AI powered business solutions that improve…
Added 4 months ago
Senior Cybersecurity and Compliance Analyst - Landmark
Halliburton
Calgary, AB
As Cybersecurity & Compliance Senior Analyst at Landmark, you will be a hands-on practitioner at the center of how we protect the software the E&P industry depends on. You will partner with…
Added 1 month ago
ServiceNow QA Engineering Practice Lead
Scotiabank
Toronto, ON
We are seeking an experienced ServiceNow QA Engineering Practice Lead, to grow, and lead our ServiceNow quality assurance discipline. In this role, you will define testing standards, drive…
Added 1 month ago
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Client Services Analyst
Meridian Credit Union
Toronto, ON
- Full-time
Reporting to the Senior Manager, IT Support Services and working under the guidance of Senior Client Services Specialists, the incumbent is responsible for incident resolution, service…
Added 1 month ago
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Senior Software Developer, Workday Integrations & Extend
Royal Bank of Canada
Toronto, ON
- Full-time
As a Senior Software Developer, Workday Integrations & Extend, you will lead the technical design, development, and implementation of Workday solutions to meet complex HCM program…
Added 1 month ago
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Senior ServiceNow Discovery & Service Mapping Engineer
Royal Bank of Canada
Toronto, ON
- Full-time
As a Senior ServiceNow Discovery & Service Mapping Engineer, you’ll play a pivotal role in designing, implementing, and optimizing ServiceNow’s Discovery and Service Mapping solutions. This…
Added 1 month ago
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Senior Software Developer, Workday Integrations & Extend
RBC
Toronto, ON
- Full-time
As a Senior Software Developer, Workday Integrations & Extend, you will lead the technical design, development, and implementation of Workday solutions to meet complex HCM program…
Added 1 month ago
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Senior ServiceNow Discovery & Service Mapping Engineer
RBC
Toronto, ON
- Full-time
As a Senior ServiceNow Discovery & Service Mapping Engineer, you’ll play a pivotal role in designing, implementing, and optimizing ServiceNow’s Discovery and Service Mapping solutions. This…
Added 1 month ago
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Manager, HR Technology
Ledcor
Calgary, AB · Edmonton, AB
- Full-time
Reporting to the Senior Manager, HR Technology & Project Delivery, this role partners with Human Resources Communities of Expertise, Business HR and Labour Relations, Business & Employee…
Added 1 month ago
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Product Owner - Digital Customer Support
Moneris
Toronto, ON
- Full-time
Define success metrics, measure business impact, and communicate product performance, priorities, and outcomes to senior leadership.
Added 1 month ago
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HR Operations professional
Synechron
Montreal, QC · MDC – Montreal
- Full-time
Expérience de Workday et/ou de ServiceNow HRSD.
Added 1 month ago
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Advisor, HR Operations
Nutrien
Saskatoon, SK
- Full-time
Act as a trusted partner to HR teams and senior leadership by managing high-level requests, solving critical issues, and proactively communicating downstream organizational impacts
Added 1 month ago
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Advisor, HR Operations
Nutrien
Calgary, AB
- Full-time
Act as a trusted partner to HR teams and senior leadership by managing high-level requests, solving critical issues, and proactively communicating downstream organizational impacts
Added 1 month ago
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Consultant - Supply Chain & Network Operation - Sourcing & Procurement
Deloitte
Toronto, ON
- Full-time
This role offers exposure to senior client stakeholders, diverse industries, and complex transformation programs, providing significant opportunities for professional growth and…
Added 1 month ago
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Vice-President, Advisor Platform Management
Wellington-Altus
Winnipeg, MB · Toronto, ON
- Full-time
Reporting to the Senior Vice-President, Operations, the Vice President, Advisor Platform Management (VP) is the business owner responsible for the governance, performance, adoption, and…
Added 1 month ago
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Technology Product Management Analyst - Assistant Vice President
Citi
Mississauga, ON
- Full-time
Clear and confident communication skills, with demonstrated experience coordinating across a broad range of stakeholders from technical developers to senior management.
Added 1 month ago
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Manager, HR Technology
Ledcor
Vancouver, BC
- Full-time
Reporting to the Senior Manager, HR Technology & Project Delivery, this role partners with Human Resources Communities of Expertise, Business HR and Labour Relations, Business & Employee…
Added 1 month ago
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IT Production Support
CACEIS
Montreal, QC
- Full-time
Senior: > 6years of experience working in IT service management /Infrastructure or as IT Business analyst.
Added 1 month ago
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Problem Manager
Randstad Enterprise
Canada
- Contract
…minimal supervision, facilitate management meetings, present to senior leadership, and influence cross-functional teams to deliver measurable business…

Randstad Enterprise

Problem Manager

Canada

Contract

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Job details

Job type: Contract
Posting language: English
Posted: Sep 15, 2026

Original job description

Job Title: Problem Manager & Strategic Initiatives Lead

The Problem Manager & Strategic Initiatives Lead is responsible for overseeing the end-to-end lifecycle of Problem Management within the Enterprise Z Mainframe environment. This role drives root cause analysis, remediation tracking, trend identification, and continuous improvement efforts to reduce operational risk and improve service stability. In addition to Problem Management responsibilities, this position independently leads strategic initiatives and special projects focused on operational resiliency, automation, governance, process improvement, and service quality. The ideal candidate is a self-motivated leader who can operate with minimal supervision, facilitate management meetings, present to senior leadership, and influence cross-functional teams to deliver measurable business outcomes.

Key Responsibilities

Problem Management

Lead the identification, analysis, and resolution of recurring issues across Enterprise Z infrastructure and services.
Conduct Root Cause Analysis (RCA) and trend analysis to identify systemic risks and opportunities for improvement.
Coordinate long-term remediation efforts and preventive actions across Engineering, Operations, and Application teams.
Maintain compliance with Incident and Problem Management policies, standards, and procedures.
Track and report on repeated incidents, rolled-back changes, and recurring operational issues.

Reporting & Analytics

Develop and maintain executive dashboards, scorecards, and management reporting.
Utilize ServiceNow Reporting, Power BI, and Excel to analyze trends, measure performance, and provide actionable insights.
Produce weekly, monthly, and quarterly reports highlighting key metrics, risks, and remediation progress.
Drive data-driven decision making through advanced reporting and visualization.

Leadership & Meeting Facilitation

Independently lead management meetings, governance reviews, and operational discussions.
Present findings, recommendations, risks, and strategic updates to senior leadership.
Support managerial meetings that may occur outside standard 9:00 AM-5:00 PM EST business hours, including sessions scheduled at 8:00 AM or 8:30 AM NYT as business needs require.
Facilitate cross-functional alignment on action plans, priorities, and remediation activities.
Train and mentor staff on Problem Management processes, tools, and reporting standards.

Strategic Initiatives & Special Projects

Lead or contribute to automation, process improvement, operational resiliency, and risk reduction initiatives.
Develop executive presentations, business cases, and implementation plans for strategic projects.
Serve as a key contributor to enterprise-wide Problem Management and governance initiatives.
Support Change Management and operational readiness efforts as needed.
Respond to pages for business-impacting incidents owned by the organization, which may occur at any time, and follow standard operating procedures requiring all engaged Enterprise Z personnel to join the designated conference bridge.

Skills & Qualifications

Technical & Reporting Skills

Strong knowledge of ITIL-based Problem Management processes and best practices.
Advanced proficiency in ServiceNow, including Problem, Incident, Change, and Reporting modules.
Advanced Excel skills, including Pivot Tables, Power Query, formulas, dashboards, charts, and data modeling.
Proficiency in Power BI for dashboard development, reporting, data visualization, and executive analytics.
Experience with Jira, Confluence, and SharePoint.
Experience supporting enterprise infrastructure environments, preferably Mainframe operations.

Analytical & Process Skills

Expertise in root cause analysis, trend identification, and risk assessment.
Strong problem-solving and analytical capabilities.
Ability to translate complex operational data into meaningful business insights.
Skilled in managing multiple priorities and driving issues to resolution.

Leadership & Communication

Excellent written, verbal, presentation, and facilitation skills.
Ability to confidently lead management meetings and executive reviews.
Proven ability to influence and collaborate across Engineering, Operations, Infrastructure, Risk, and Application teams.
Strong executive presence and stakeholder management skills.

Organizational & Compliance

Strong organizational skills with the ability to manage multiple initiatives simultaneously.
Ability to interpret and apply firm policies, standards, and governance requirements.
Detail-oriented with a focus on compliance, documentation quality, and audit readiness

Preferred Attributes

Self-starter capable of working independently with minimal direction.
Strong leadership skills with the ability to drive change and influence outcomes.
Continuous improvement mindset with a passion for operational excellence.
Ability to balance day-to-day operational responsibilities with strategic project execution.
Proven experience leading cross-functional initiatives and delivering measurable business results.

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More about this job

Responsibilities

Oversee the end-to-end Problem Management lifecycle within the Enterprise Z Mainframe environment to reduce operational risk and improve stability. Lead strategic initiatives focused on automation, governance, and operational resiliency while presenting findings to senior leadership.

Requirements

Requires advanced proficiency in ServiceNow, Power BI, and Excel, along with strong knowledge of ITIL-based Problem Management. Candidates must possess excellent leadership skills and experience supporting enterprise infrastructure, preferably in a mainframe environment.

Skills

Problem Management
Root Cause Analysis
ServiceNow
Power BI
Advanced Excel
ITIL
Mainframe Operations
Strategic Initiatives
Stakeholder Management
Trend Analysis
Governance
Operational Resiliency
Jira
Confluence
Executive Reporting
Process Improvement

Visa sponsorship

Not detected in the job text

Keywords

Problem Management
Enterprise Z
Mainframe
Root Cause Analysis
RCA
ITIL
ServiceNow
Power BI
Excel
Jira
Confluence
SharePoint
Operational Resiliency
Governance
Trend Analysis
Executive Dashboards
Risk Assessment
Change Management
Banking
Investment Banking
Financial Services
Automation
Process Improvement
Service Quality
Infrastructure
Stakeholder Management
Data Visualization
Compliance
Audit Readiness
Operational Excellence

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