Lead Operational Excellence Specialist

Lead Operational Excellence Specialist page is loaded## Lead Operational Excellence Specialist locations:
Mexico City:
Toronto time type:
Full time posted on:
Posted Todayjob requisition :
R-211107
** WHAT MAKES US, US
** Join some of the most innovative thinkers in Fin Tech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to Sim Corp!

At its foundation, Sim Corp is guided by our values – caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.

If you like what we’re saying, keep reading!
** WHY THIS ROLE IS IMPORTANT TO US
** The
** Senior/Lead Operational Excellence Specialist
** plays a pivotal role in ensuring high-quality, reliable, and consistent operational service delivery across Sim Corp’s PaaS operations. The role is incident-driven, requiring direct leadership during critical and high-impact incidents, ensuring timely resolution while minimizing client impact

In addition to Incident Management, the role encompasses Problem Management, leading root cause analysis, preventive measures, and continuous improvement initiatives, and Change Management, including both reactive changes and planned changes across hosted environments, ensuring proper governance, risk mitigation, and minimal service disruption
** WHAT YOU WILL BE RESPONSIBLE FOR
*** Serve as the single point of escalation for operational incidents, coordinating resources, running incident bridges, and providing timely communication to stakeholders.
* Lead the execution of Problem Management processes, including Post-Incident Reviews (PIRs), Root Cause Analyses (RCAs), and knowledge base contributions to reduce recurrence and improve service resilience.
* Plan, review, and implement Change Management activities across hosted environments, ensuring all changes are aligned with governance policies and client expectations.
* Collaborate closely with internal teams, global peers, and external vendors/hosting partners to maintain operational performance, address issues, and promote best practices.
* Regularly share knowledge, and contribute to the evolution of operational processes to drive continuous improvement across global operations

This role demands an analytical, decisive, and motivated professional, capable of balancing direct operational execution with strategic oversight, ensuring that clients experience reliable, predictable, and high-quality service at all times
** Key Responsibilities**
* ** Incident Management:
** Lead resolution of critical incidents, orchestrate resources, manage communications, and escalate when necessary.
* ** Problem Management:
** Identify trends, drive root cause resolution, and share lessons learned to prevent recurrence.
* ** Change Management:
** Plan and implement changes across hosted environments, ensuring risk is mitigated and service disruption minimized.
* ** Vendor & Partner Coordination:
** Manage hosting partners and vendors to meet service commitments and escalate urgent issues.
* ** Continuous Improvement:
** Promote best practices, contribute to training, and enhance operational excellence across the organization.
** WHAT WE VALUE
*** 3–5+ years of operational experience with mission-critical services.
* ITIL certification or equivalent practical experience in Incident, Problem, and Change Management.
* Demonstrated analytical, planning, and decision-making skills
* Proactive, accountable, and collaborative mindset.
* Clear and effective written and verbal communication with multicultural teams
* Familiarity with agile methodologies and global team collaboration.

For Toronto only:
The salary range for this position is $104,240 to 143,330 CAD. Base pay may vary based on factors such as years of experience, skills and qualifications. Additionally, employees are eligible for an annual discretionary bonus and benefits…