Manager, ITSM Change Management

Manager, ITSM Change Management
Full Time Permanent
4 days on site, Brampton OR Midtown Toronto

Client: Canadian Tire
About Us
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.
 

Job Description: Manager, Change Management
Job Title:   Manager, Change Management
Location: Toronto
Department: IT Services
Reports to: AVP IT Service Management

Company Overview:
Canadian Tire Corporation (CTC) is committed to continuously improving how technology services are governed and delivered across the enterprise. We align our practices to industry standards and focus on strengthening operational discipline, risk management, and service reliability through effective IT service management governance.

Job Summary
The Manager, Change Management is responsible for overseeing the change management process and ensuring changes are assessed, authorized, communicated, and executed in a controlled manner to minimize risk and service disruption.

Key Responsibilities

• Own end?to?end risk assessment quality for Normal, Emergency, and Major changes, ensuring technical risks are identified, challenged, and mitigated.
• Apply working knowledge of enterprise IT platforms (applications, infrastructure, networks, cloud, identity, integrations) to assess change complexity, blast radius, and failure modes.
• Detect patterns across failed or high?risk changes, recurring incidents, and near?misses, and proactively raise systemic risks.
• Act as challenger in CAB, asking “what could actually go wrong?”, “what’s changed since last time?”, and “how do we know this is safe?”
• Ensure strong backout and recovery plans exist and are technically viable
• Partner closely with Problem Management to:
  • Identify changes that should trigger a problem record
  • Feed post?incident learnings back into change design and controls
• Define and enforce technical entry criteria for changes impacting critical/shared services (e.g. DNS, identity, core platforms).
• Coach Change Practitioners to move beyond compliance into risk?based decision?making.

Qualifications

• 7+ years in IT Change, Release, or Service Management with hands?on exposure to complex production environments
• Demonstrated ability to understand and question technical designs, dependencies, and operational impacts
• Experience reviewing changes across multiple domains (applications, infrastructure, cloud, security, integrations)
• Understanding of failure modes, backout strategies, and incident triggers
• ITIL certification required; technical background an asset (engineering, operations, SRE, platform support, etc.)
• Comfortable pushing back on senior technical teams when risk is understated or unclear

Our Commitment to Diversity, Inclusion and Belonging
 We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
 
Accommodations 
 We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.