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BMO Financial Group Technology Service Delivery Manager - Canadian Personal and Business Banking in Toronto, Ontario

Address:

120 Bloor Street East

Job Family Group:

Technology

The Service Delivery manager will support the technology LOB in the management of Incident, problem and change management issue and resolution. They will Monitor, support the restoration service, changes, supports, and handles day-to-day activities required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements.

Qualifications:

  • Manages people and leads a team capable of delivering the desired business results.

  • Provides strategic input into business decisions as a trusted advisor.

  • Manages complexity across business value, technology and interaction models.

  • Recommends and implements solutions based on analysis of issues and implications for the business.

  • Identifies emerging issues and trends to inform decision-making.

  • Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.

  • Helps determine business priorities and best sequence for execution of business/group strategy.

  • Acts as the prime subject matter expert for internal/external stakeholders.

  • Monitors and tracks performance, and addresses any issues.

  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

  • Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.

  • Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.

  • Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.

  • Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.

  • Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.

  • Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.

  • Collaborates and engages with the appropriate areas across the bank.

  • Develops or helps to develop the knowledge assets required for service delivery..

  • Promotes adherence to standards and industry best practices.

  • Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.

  • Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.

  • Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.

  • Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.

  • Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.

  • Implements changes in response to shifting trends.

  • Broader work or accountabilities may be assigned as needed.

  • Typically 7-10 years of work experience in IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business; ITIL experience an Asset

  • Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.

  • Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.

  • Technical and/or business functional knowledge of systems, tools, timing, and dependencies.

  • Seasoned professional with a combination of education, experience and industry knowledge.

  • Verbal & written communication skills - In-depth / Expert.

  • Analytical and problem solving skills - In-depth / Expert.

  • Influence skills - In-depth / Expert.

  • Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.

  • Able to manage ambiguity.

  • Data driven decision making - In-depth / Expert.

We’re here to helpAt BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.To find out more visit us at https://bmocareers.com.BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.

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