Service Delivery Manager

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Join the Critical Services, Release and Technology Risk Management team, which brings together release management, capacity and performance management, technology risk and controls, core vendor governance and service delivery functions. This team leads the day-to-day management of applications and works closely with key partners to ensure a balanced risk-based approach to our strategy execution. Within this team, the Service Delivery Management group provides an end-to-end customer-centric view on how services are delivered, ensuring that business outcomes are measured and service targets are met.

As a Service Delivery Manager (SDM), you will be the focal point for major issue management, participating in incident restoration, providing communication to stakeholders and driving investigations and improvement plans. You will liaise with business and technology partners to understand problems and opportunities and will oversee service availability, and service improvement plans on behalf of the business partners to ensure that Service Level Agreement commitments are met. Your ability to drive operational efficiency and your understanding of business vision, objectives and key performance indicators will contribute to the organization’s overall business results.

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 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. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

• 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.

• Supports deployment activities, managing implementation issues to resolution.

• 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.

• Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.

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

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

• 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.

• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications:

• 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.

• 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.

Salary:

Pay Type:

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At 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://jobs.bmo.com/ca/en.

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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.