Incident Problem Manager Jobs in Ontario (NOW HIRING)

If you’re looking for more, you’ve come to the right place.

From the moment we opened our doors in 1981, we knew we wanted to be different. The people who work here are special, and that’s what makes us special. Our team members uphold the standards we set long ago by making the exceptional everyday, building relationships with our customers and with each other, and finding a place where their potential meets opportunity.

Be part of what makes us different.

You'll be responsible for leading the IT team in managing the daily operations and delivering reliable, secure, and high-performing technology infrastructure, cybersecurity programs, and support services across all retail locations, distribution centres, and corporate offices. This role acts as the primary accountability for IT operations, including: infrastructure stability, cybersecurity, service delivery, and vendor performance, ensuring technology enables smooth business operations and a strong customer and employee experience. Here are some of the other ways you’ll help us stand out:

• Oversee the stability, performance, and availability of enterprise network and infrastructure across all locations.
• Ensure all systems supporting retail, distribution centre, and corporate operations (including: POS, inventory, and in-store technologies) are supported, maintained, and operating effectively.
• Drive the alignment and integration of technology infrastructure, systems, and standards across the organization, serving as the primary IT point of contact for enterprise-level integration initiative.
• Lead capacity planning, lifecycle management, and infrastructure documentation practices.
• Maintain and enforce cybersecurity and network security standards, including PCI-DSS compliance and privacy requirements.
• Oversee vulnerability management, patching, and remediation activities.
• Lead incident response and business continuity planning in collaboration with key stakeholders.
• Define and enforce IT service delivery standards, including escalation and support processes across all environments.
• Oversee IT support services to ensure timely and effective resolution of issues across stores, distribution centres, and corporate teams.
• Drive continuous improvement in incident, problem, and change management practices.
• Manage vendor and managed service provider relationships, including contract performance and service delivery.
• Oversee operating and capital budgets, identifying opportunities for efficiency and cost optimization.
• Support the rollout and ongoing reliability of in-store technologies, ensuring minimal operational disruption.
• Contribute to overall operational success by taking on additional responsibilities as required.

What you bring to the table.

We provide the opportunity, and you bring the potential.

• A genuine passion for delivering engaging and exceptional customer service.
• Typically requires post-secondary education in Computer Science, Engineering, or a related field, combined with 15 years of experience in IT operations, infrastructure, and technology services, including 5 years in a senior leadership role, or an equivalent combination of education and experience.
• Experience in retail or multi-entity environments considered a strong asset.
• Strong expertise in network infrastructure, IT operations, and cybersecurity, including PCI-DSS and risk management.
• Proven experience developing and executing technology strategies and roadmaps.
• Strong knowledge of cloud architecture and experience leading cloud migrations initiatives.
• Strong expertise in IT service management, including: incident, problem, and continuous improvement practices.
• Strong vendor management and contract oversight experience in distributed environments.
• Excellent communication skills with the ability to translate technical concepts for executive and non-technical audiences.
• Proven ability to lead, develop, and inspire high-performing IT teams in fast-paced environments.
• Comfortable working in an environment that includes extended periods of sitting, repetitive tasks, frequent computer use, and open-office noise, with flexibility to work evenings, weekends and holidays as required and ability to travel between stores and regions with reliable transportation.
• Fluency in English; French language skills considered an asset.

What we bring to the table.

At Farm Boy, we believe in supporting our Team Members throughout their careers. Whether, it’s at our Home Office or our stores, we’re proud to stand out in the market as a workplace that offers:

• Comprehensive benefit program and coverage that varies by position.
• Coverage may include healthcare, dental care, disability coverage, life insurance and registered retirement savings program.
• A 10% discount on in-store purchases.
• On-the-job training and the prioritization of internal promotions to help you grow and embrace new opportunities.
• The opportunity to support local neighbourhoods through our community programs.
• This role is eligible to participate in the Farm Boy incentive program.
• The expected compensation is CAD 100,000 - CAD 130,000 - yearly.

Grow a career with us.

Farm Boy takes pride in growing a team that represents the best in the business. Join us for the career you’re craving!

We are committed to building a diverse and inclusive workplace. We encourage individuals from all backgrounds, identities, and experiences to apply—including those with non-traditional career paths.

We strive to create an environment where everyone feels valued, respected, and supported. Accommodations are available upon request for employees and applicants who may require them.

We do not use AI to assist in the recruitment process and this job posting is for an existing vacancy.

Accommodation is available upon request for applicants and employees with disabilities.