ITSM Operations & Process Lead

Status: Contract (Up to 24 Months)

Working Conditions: Hybrid

Education Level: 4-Year University Degree in Business, Information Systems or a related field of study.

Base Location: Oshawa, ON

Shift: Days

Travel: 10%

Deadline to Apply: May 7, 2026

Salary Range: $1,664.34 - $2,583.30 Per Week

Electrify your career and help build a brighter tomorrow.

Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us as we work to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history.

Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on -- and off -- the job.

JOB OVERVIEW

Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of ITSM Operations & Process Lead.

Reporting to the Senior Manager IT Services, this position is responsible to Lead and continuously improve Incident, Major Incident, and Problem Management (ITIL 4), ensuring effective restoration, strong governance, and measurable reductions in repeat incidents through ServiceNow-enabled processes and executive-ready communications.

KEY ACCOUNTABILITIES 

• Lead and govern Incident, Major Incident, and Problem Management using ITIL 4 best practices to ensure standardized, compliant, and effective ITSM processes.
• Own end-to-end process maturity and continuous improvement, driving measurable improvements through governance, documentation, controls, and adoption across teams.
• Serve as Major Incident Commander in a 24/7 rotation, directing P1/P2 restoration efforts and delivering clear, timely, executive-ready communications throughout the incident lifecycle.
• Administer and optimize ServiceNow ITSM (Incident and Problem), configuring workflows and enabling automation to improve speed to resolution, service stability, and customer experience.
• Build a strong Problem Management capability by driving problem identification, RCA and trend analysis, Known Error / knowledge practices, and corrective/preventative actions to reduce incident recurrence.
• Define, monitor, and continuously refine KPIs, SLAs, and OLAs, producing executive-level reporting and ensuring adherence to audit and regulatory expectations.
• Partner cross-functionally with the service desk, infrastructure, application support, vendors, and business stakeholders to ensure clear escalation paths, consistent execution, and strong stakeholder engagement.
• Strengthen service support outcomes by aligning Incident/Problem execution with CMDB and Service Catalog data and contributing to Service Transition and operational readiness for new/changed services.

QUALIFICATIONS

• 4-Year University Degree in Business, Information Systems or a related field of study.
• 4+ years of progressive ITSM experience owning Incident/Major Incident/Problem Management in an ITIL-aligned environment, supported by ITIL 4 Foundation (or higher) and a proven ability to translate ITIL practices into practical governance and measurable operational outcomes.
• Advanced ServiceNow ITSM proficiency (Incident and Problem), including configuration, workflow optimization, automation, and platform maintenance/enhancements.
• Proven capability in Major Incident leadership and stakeholder communications, including directing cross-team restoration efforts under pressure.
• Demonstrated strength in Problem Management and analytics, including RCA techniques, trend-based improvement, KPI/SLA/OLA reporting, and leveraging CMDB/Service Catalog and operational readiness/transition practices to improve service stability.
• Advanced ITSM Business Analyst and ServiceNow delivery experience, including requirements gathering/elicitation, process mapping, and writing user stories/acceptance criteria to translate business needs into well-defined ITSM/ServiceNow solutions. 
• Proven ServiceNow implementation and sustainment capability, delivering value-added enhancements and configuration changes and supporting ongoing platform maintenance through effective collaboration with technical teams and business stakeholders.

The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct.

OPG is committed to fostering an inclusive, equitable, and accessible environment. If you require accommodation during the selection process, please contact AODA@opg.com

What makes a career at OPG different?

With operations across Ontario, OPG is one of the most diverse power producers in North America. As the largest generator in Ontario, we meet approximately 50% of the province’s electricity needs, largely from low-carbon sources like nuclear and hydro. 

As we work to achieve our vision of Electrifying life in one generation, OPG and our family of companies are also helping advance the development of new low-carbon technologies such as Small Modular Reactors (SMRs), refurbishment projects, and electrification initiatives to help power the growing demands of a growing economy. Join OPG and make history.

Please submit your application online at https://jobs.opg.com/.  OPG thanks all those who apply; however, only candidates considered for an interview will be contacted.

#LI-Hybrid 

Please note: All job postings at OPG are to fill existing vacancies within our organization. 

OPG may use artificial intelligence (AI) tools as part of the applicant screening process. However, applications will also be reviewed by a member of our Recruitment team to ensure a fair and thorough assessment.

The base salary range considers many factors including, but not limited to experience, education, and training, including any collective agreement requirements for union represented positions. It is not typical for the salary to be offered near the top of the range, and salary is dependent on numerous factors. For management roles, the base salary range does not represent the total compensation package. The total compensation package for regular full-time management roles includes pay-for-performance programs for annual and medium time periods. Maintaining a high-performance culture and excellence is a core expectation of every member of our leadership team and is rewarded through the established compensation framework.

OPG is committed to employment equity. As such, we encourage applicants from equity-seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above-mentioned purpose, priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.