Change Enablement & Continual Improvement Lead

Permanent Full Time

Reporting to the Director, Enterprise Change Enablement, the Change Enablement & Continual Improvement Lead will be responsible for driving the ongoing process maturity forward, effectiveness, and optimization of the IT Change Enablement practice. This role focuses primarily on identifying improvement opportunities with a highly innovative and creative mindset, analyzing performance data, enhancing processes, and ensuring change enablement activities support business objectives while minimizing operational risk. In addition, you will also be supporting day to day queue management in a limited capacity and contributions towards post major incident reviews associated with change activity.

You will collaborate across a diverse team of IT professionals within our Service Management Office and Canada Technology Leaders to analyze current change practices and processes, develop and maintain our IT Change Enablement roadmap, and deliver measurable improvements to track and strengthen overall availability, reliability and data quality via KPIs and verified outcomes.

Key Responsibilities

Continual Service Improvement

• Lead the continual improvement strategy for the IT Change Enablement practice.
• Identify opportunities to improve change processes, governance, workflows, controls, and stakeholder engagement.
• Develop and maintain the IT Change Enablement roadmap aligned with organizational objectives.
• Facilitate process reviews, maturity assessments, and lessons-learned activities.
• Implement Continual Improvement principles and best practices.

Change Enablement Process Support

• Change Management Queue in a limited capacity
• Contributions during post Major Incident Reviews caused by changes
• Lead the creation and delivery of training to ensure organizational change enablement process understanding.

Process Governance and Optimization

• Monitor adherence to Change Enablement policies, standards, and procedures.
• Play a supporting role with internal/external audits and risk controls
• Recommend and implement process enhancements to improve process efficiency and reduce risk.
• Drive the standardization and simplification of change processes across technology teams.
• Ensure alignment with ITSM frameworks, regulatory requirements, and internal governance standards.

Metrics, Reporting and Analytics

• Define and manage Key Performance Indicators (KPIs) and change sub metric reporting.
• Analyze change trends, success rates, incidents caused by change, emergency change volumes, and compliance metrics.
• Develop and maintain change related performance dashboards
• Use data-driven insights to identify improvement opportunities and measure outcomes.
• Establish benchmarks and maturity targets for Change Enablement performance.

Qualifications

Must‑Have

• Postsecondary degree/diploma in business or computer science (or equivalent experience).
• 12+ years in Technology Operations/Support with in-depth hands-on Change Enablement and ITSM experience
• Advanced facilitation, influencing and negotiation skills; resilience under pressure; exceptional written and verbal communication including executive‑level reporting.
• Broad technical acumen across infrastructure, networks, platforms, applications and integration patterns; experience navigating complex, distributed environments.
• ITIL certification (ITIL 4 preferred; ITIL v3 acceptable). Experience with ServiceNow Problem/Incident/Continual Improvement modules and reporting is a strong asset.

Nice‑to‑Have

• Experience in insurance, banking or financial services; familiarity with regulatory reporting (e.g., OSFI).
• Six Sigma Green Belt or TQM certification; applied statistical analysis experience.

Competencies & Attributes

• Analytical, data‑driven problem solver with keen attention to detail and outcome orientation.
• Able to prioritize and execute in a high‑pressure environment; comfortable with ambiguity and change.
• Strong written, oral and interpersonal communication; able to translate complex analysis into business‑friendly insights.
• Team‑oriented collaborator who influences without direct authority and thrives in a matrixed environment.
• Proactive mindset
• Problem solver
• Outside the box thinker bringing innovation and creativity
• Continuous learner who models growth mindset and builds capability in others.

The base salary for this position is between $107,800 - $157,800 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact View email address on ca.workus.org . All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted .