Staff Technology Operations Lead, Service & Transition (ITSM)

TJX Companies

At TJX Canada, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our Distribution Centers, Corporate Offices, or Retail Stores—WINNERS, HomeSense, and Marshalls, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. Here at TJX Canada, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.

Job Description:

We’re looking for a(n) Staff Technology Operations Lead, Service & Transition (ITSM) to play a pivotal role in ensuring the seamless introduction of new and evolving technology services into our Stores and Merchandising environments. In this highly visible, cross-functional role, you will lead Service Design & Transition activities across multiple projects, partnering with Product, Architecture, Operations, and Shared Services teams to assess impacts, manage risks, and ensure operational readiness for successful service launches. This is a fantastic opportunity to collaborate with teams across global IT, build an extensive professional network, and gain exposure to innovative business initiatives that are shaping the future of the organization. If you're passionate about continuous improvement, influencing change, and challenging the status quo, you'll have a meaningful opportunity to help mature and enhance our Service Design & Transition processes while driving lasting business impact.

Why Work With Us?

• We value integrity, respect, and teamwork, encouraging a unique and inclusive culture.
• Immediate access to our Group Benefits package, including a Health Care Spending Account, Associate & Family Assistance Program, and various well-being resources
• Management Incentive Plan along with a robust Retirement Savings Program
• A competitive vacation package, paired with a Vacation Trade Program that allows you to opt in for an extra week.
• Enjoy Associate discounts at our stores, available to you and eligible family members.
• Comprehensive training and development resources designed to help you learn, grow, and succeed.
• Exciting career paths with growth opportunities and tuition reimbursement to support your career progression.

What You’ll Do:

• Coordinate and lead Service Design activities to ensure smooth execution
• Manage risks and dependencies in the design phase
• Collaborate across teams to produce a high quality, comprehensive Service Design Package (SDP), which serves as a guide for developing, testing, and implementing services. Incorporating; Support Model, Service Level Management, non-functional requirements, Faliure Mode Analysis, Monitoring & Alerting, Disaster Recovery & Cyber Security requirements
• Coordinate impact assessments for all impacted stakeholders
• Ensure Service Acceptance Criteria is defined with impacted Operational support teams, including vendors.
• Govern, facilitate & track completion of all operational readiness criteria defined within the Service Acceptance Workbook, ensuring seamless delivery of requirements and management of risks during the project lifecycle
• Obtain support acceptance; hold Service Transtion Go/No-Go
• Ensure effective warranty and early life management where zero-day warranty cannot be met
• Escalate blockers and risks proactively
• Provide Epic & Leadership status reporting
• Maintain Service Design & Transition global epic tracker
• Follow the established standards and processes for Service Design and Transition
• Collect lessons learned and feedback to SD&T process owner
• Promote the adoption of best practices in Service Design & Transition and contribute to the continual improvement of the processes, standards and tools
• Support with communication & training to stakeholders when required

Skills & Knowledge

• Understanding of the ITIL service lifecycle (strategy, design, transition, operation, CSI) and enterprise service management
• Experience in project management, with the ability to handle multiple projects simultaneously and meet deadlines.
• Excellent prioritization, organization, documentation and process modeling skills
• Demonstrates advanced communications skills to collaborate with stakeholders and influence others
• Continuous improvement mindset
• Results oriented with energy and passion

About You:

• Applicable education or skillset / training / experience
• 5-8 years’ experience in IT Operations
• Experience of ITIL framework
• Understanding of SAFe Agile
• Experience in project management
• ITIL 3 or 4 Foundation

Posting Details:

• Posting End Date: November 19, 2026

If you’re ready to bring your energy and passion, we’d love to hear from you. Join us and be part of a place where every day is a chance to make a difference.

Additional Information: Candidates aged 18 and over will be required to undergo a criminal record check as part of the hiring process.

This job posting is for an existing position vacancy within our organization.

TJX Canada uses artificial intelligence (AI) to assist in screening and assessing applicants for this position.

Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.

Address:

60 Standish Court

Location:

CAN Home Office Mississauga ONSalary Range: CAD $ 105,152.20-$155,152.20 /year *This represents the expected hiring range and may not represent the full pay range for the position. The salary offered may be higher than the posted range depending on several factors such as relevant skills, qualifications, and experience.