Incident and Problem Manager, IT Security

Who we are

Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way. 

We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.

Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.

Who we need

Reporting to the Director, IT Security, we are looking for an Incident and Problem Manager, IT Security to join us in a business-critical role. You will lead IT service management processes, ensuring the swift resolution of incidents and the proactive management of recurring issues. You will apply a proven track record and an in-depth understanding of ITIL principles to minimize disruptions to business operations, improve system reliability, and drive continuous service improvements.

This is a hybrid role, working five days over a two-week period in the office.

What is in it for you 

Impact and exposure. This is a high-visibility role with significant exposure to executive leaders. Working in an agile environment, you will implement meaningful changes and directly see the impact of your work on business operations. You will manage stakeholder relationships and gain valuable experience as part of a small, focused team while collaborating with larger teams at the ownership level.

Team growth and leadership.  You want to bring your experience and knowledge to expand the team’s capabilities and ensure ongoing improvements in IT service management. This is an opportunity to contribute to building and evolving the Incident and Problem Management function, carrying forward the work already established and enhancing it further.

Career development. We have a proven history of supporting the growth of our people. Whether you want to take your career in a technical lead or people management direction at Scene+ or one of our parent companies, there are always opportunities for advancement.

As our new Incident and Problem Manager, IT Security, you will focus on:

• Incident management: You will own the entire incident lifecycle, ensuring swift resolution and minimal disruption. Leading responses to cybersecurity and fraud incidents, you will coordinate with internal teams, owners, partners, and service providers while maintaining transparency with stakeholders. 
• Problem management: You will identify trends, manage recurring incidents, and drive resolutions through structured problem management. You will maintain a known error database, develop workarounds, and lead Root Cause Analysis (RCA) sessions to ensure corrective actions prevent recurrence. You will define success criteria, establish SLAs, and align processes with ITIL best practices.
• Process improvement: You will refine incident and problem management practices, enhancing efficiency and resilience. You will test readiness for critical events and explore automation opportunities to optimize workflows. You will define and track key performance indicators (KPIs) and work closely with vendor service providers to document and complete remediation activities.
• Collaboration: You will ensure seamless incident resolution and stakeholder communication as the primary coordination point for vendor service providers. You will foster relationships with owner-organization counterparts, enhancing collaboration in shared incidents like cybersecurity threats. As an active security and fraud committee member, you will work alongside Scene+ and owner representatives to strengthen incident response strategies. Additionally, you will establish regular communication cadences with partners, improving visibility into incident management processes and aligning findings and resolutions.
• Reporting: You will generate and present reports on incident trends, root causes, and process effectiveness. By providing insights and recommendations, you will enhance service management and mitigate future risks. You will also ensure compliance with organizational policies and regulatory requirements, tracking all logged issues to meet SLA commitments and maintaining thorough documentation.

You bring:

• The experience: You have experience in IT service management, including managing major incidents and conducting root cause analyses. You remain calm and focused under pressure during high-impact incidents.
• The analytical drive: You are innovative, curious, and driven to find root causes, resolve problems, and prevent recurring issues. You have a growth mindset and work to advance your knowledge of the latest operational and technical challenges.
• The technical skills: You are proficient in data analysis and reporting tools. You have a strong understanding of ITIL principles and best practices and hold an ITIL Foundation Certification. Additional certifications such as ISO 20000, COBIT, or Six Sigma are an asset.
• The customer focus: You prioritize customer experience, operating with a sense of urgency and empathy. You independently manage multiple ongoing assignments under tight timelines and navigate stakeholder demands. You translate technical concepts for a non-technical audience and maintain professional communication and patience. You value collaborating with individuals who bring diverse backgrounds, experiences, and perspectives.
• The flexibility: You recognize that incidents can occur at any time and are prepared to respond when needed.

Join us.

At Scene+, we cultivate an innovative and collaborative environment. Guided by our values, we aim to exceed the expectations of our partners and members.

Member Focus: We prioritize the needs and experiences of our members in everything we do.

Teamwork: We believe in the power of collaboration and working together to achieve our goals.

Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.

Integrity: We uphold the highest standards of honesty and transparency in our actions.

Results Driven: We are committed to achieving outstanding outcomes and delivering value.

Passion: We are passionate about our work and dedicated to making a positive impact.

We offer:

Perks: Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and more.

Warmth: We foster a genuine culture where relationships, knowledge sharing, and creativity thrive.

Growth: Working for Scene+ offers exposure to a range of industries represented by our owners and partners. You'll have the chance to work on diverse initiatives, collaborate with cross-company teams, and expand your career path options both internally and with our owners.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company.
• A virtual interview with the Director, IT Security and Fraud to further discuss how your experience aligns with the role and answer any questions you may have about the role.
• A final interview with the Executive Director, PMO  and the Director of IT Security & Fraud. This is your opportunity to ask any last questions about joining Scene+, the culture and the team.

Apply now.

If you have 70% of what we're looking for and 100% authenticity and passion, express your interest here. Please contact us by email at [email protected] and let us know what accommodations or assistance we can provide you during the application process.

At Scene+, we're committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.

#LI-Hybrid
#LI-DNI