The Director, Service Delivery & Process Management is responsible for defining, governing, and continuously improving all CPTO service delivery processes. This role owns the end-to-end process design, documentation, execution, and maturity of Incident, Problem, Change, Event, and Configuration Management. This role will drive all ITSM processes for the CPTO organization ensuring proper process, documentation, and automation within the processes. Deliver on improved customer experience with reduced manual steps, improved risk assessment, automation of changes, and continuous process improvements. The position plays a critical role in ensuring network stability, reduced customer impact, disciplined risk management, and operational excellence across the CPTO organization. This leader will leverage AI and automation to reduce manual effort, improve process effectiveness, and proactively mitigate operational risk. Key Responsibilities: Service Delivery Process Ownership & Governance • Own and maintain all Service Delivery processes, including Incident, Problem, Change, Event, and related ITSM practices. • Ensure all processes are clearly documented, standardized, published, and maintained as systems, technologies, and operating models evolve. • Establish process governance to ensure consistency, compliance, auditability, and operational effectiveness across CPTO. • Continuously assess and mature process adoption and execution. Change Management Leadership • Own and lead the Change Management process across CPTO, ensuring disciplined execution and risk mitigation. • Lead and govern Technology Change Advisory Boards (TCAB) and related change forums. • Define and enforce change risk assessment frameworks, including risk scoring, conflict identification, and impact analysis. • Own Method of Procedure (MOP) standards, validation practices, and quality expectations for all significant changes. • Ensure post-implementation reviews and trend analysis are used to continuously improve change success rates. Problem Management & Root Cause Execution • Own and operate the Problem Management process across CPTO. • Ensure Root Cause Analysis (RCA) is triggered not only by qualifying incidents, but also by KPI threshold breaches and adverse trends. • Establish clear RCA standards, methodologies (5 Whys, Fishbone, etc.), and accountability models. • Track and validate corrective and preventative actions to ensure sustained risk reduction and issue prevention. Incident & Event Management Enablement • Ensure Incident and Event Management processes are tightly integrated with Problem and Change workflows. • Support operational teams with clear escalation, communication, and resolution standards. • Use incident and event insight to identify systemic risks and improvement opportunities. Configuration Management (CMDB) • Own the Configuration Management process and CMDB operating model across CPTO. • Define policies, standards, and lifecycle processes for Configuration Items (CIs). • Ensure accurate capture of new systems, changes, and architecture evolution within the CMDB. • Govern ongoing CMDB health, accuracy, and alignment with operational processes. Training, Enablement & Adoption • Ensure proper training for Operations teams supporting Incident, Change, and Problem execution. • Provide CPTO-wide training for teams required to participate in service delivery processes. • Develop role-based training, job aids, and knowledge content to support consistent execution and adoption. • Measure training effectiveness and reinforce accountability. AI, Automation & Continuous Improvement • Leverage AI and automation to reduce manual effort, cycle time, and process overhead. • Enable intelligent triggering of problem investigations based on KPI trends and risk indicators. • Automate change validation, documentation quality checks, and compliance workflows where possible. • Continuously identify opportunities to reduce operational risk through automation and intelligent workflows. Requirements: Education: Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience). Experience: 10+ years of experience in Change Management within an ITSM environment, with a strong background in ITIL processes and methodologies. Certifications: • ITIL Foundation Certification required (Intermediate or Expert level preferred). • ServiceNow Certified Implementation Specialist or similar certifications in ITSM tools (ServiceNow or Remedy/Helix). • Additional Change Management certifications are a plus. • Extensive experience with ServiceNow, Remedy/Helix, and their respective Change Management modules. • Experience with automated workflows within ITSM platforms to streamline processes. • Strong understanding of ITIL Change Management processes and their relationship to other ITSM functions such as Incident Management, Configuration Management, and Problem Management. • Familiarity with system integrations and the role of APIs for connecting ITSM tools and automating processes. • Strong problem-solving, analytical, and troubleshooting skills. • Solid understanding of both technical and non-technical aspects of service management, with the ability to work with various stakeholders across the organization. • Detail-oriented with a focus on maintaining accuracy and consistency across all change management activities. • Understanding of how AI can support automation driving reduced manual effort • The ability to thrive in a fast-paced, constantly evolving environment and manage multiple priorities simultaneously. • Hands-on experience with legacy system migrations in Change Management. • Expertise in the integration of ServiceNow with other tools such as Configuration Management and Incident Management. • Familiarity with agile methodologies and how they may impact Change Management workflows. • Knowledge of automated testing tools and their integration with change management systems. • Strong analytical and problem-solving abilities. • Ability to work in a collaborative environment and manage cross-functional relationships. Success Measures • Improved change success rates and reduced change-related incidents. • Reduction in repeat incidents and unresolved systemic issues. • Improved compliance and consistency of service delivery processes. • Higher confidence in risk assessment and operational readiness. • Sustained adoption of standardized processes across CPTO. • Increased automation across all processes • Increased customers satisfaction with the Change process