Service Delivery Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the central point for managing significant issues.

• Engage in incident recovery, communicate with stakeholders, and lead investigations and enhancement strategies.

• Collaborate with business and technology partners to identify challenges and opportunities.

• Supervise service availability and improvement initiatives to ensure adherence to Service Level Agreement commitments.

• Monitor, restore, modify, support, and manage daily operations for mission-critical systems around the clock, 365 days a year.

• Oversee and restore infrastructure, applications, and security services while complying with service level agreements.

• Provide Help/Service Desk assistance.

• Coordinate and facilitate Incident Management processes.

• Implement changes in production environments and involve third-party providers during incidents.

• Respond promptly to production program or system issues.

• Participate in testing phases to confirm deployment readiness and functionality.

• Deploy, implement, and provision applications and infrastructure based on deployment strategies and build documentation.

• Offer strategic insights into business decisions as a trusted advisor.

• Suggest and apply solutions based on issue analysis and business impact.

• Identify emerging trends and issues to guide decision-making.

• Manage resources and lead strategic initiatives that align with business and financial objectives.

• Monitor and assess performance and address any problems.

• Analyze data and information to provide insights and recommendations.

• Lead operational programs and modify execution as necessary.

• Deliver comprehensive technology support across computer, applications, network, and storage environments, including root-cause analysis.

• Drive and advocate for new processes, systems, technologies, operations, and performance enhancements.

• Proactively track system performance and identify opportunities for operational improvements.

• Support deployment activities and manage implementation challenges until resolved.

• Conduct initial triage and investigation to ensure swift resolution of issues and incidents.

• Monitor technical infrastructure, applications, and business transactions via automated systems and monitoring tools.

• Provide inbound call support to end-users for application, technical, and IMACD inquiries using knowledge bases and run books.

• Collaborate with relevant departments across the bank.

• Develop necessary knowledge assets for operational effectiveness.

• Encourage adherence to standards and industry best practices.

• Mentor staff and foster communities of practice and technology networks.

• Stay updated with industry technical and business trends through professional associations, practice communities, and ongoing personal development.

• Serve as a subject matter expert to senior leaders and stakeholders.

• Tackle complex and ambiguous scenarios and implement changes in response to evolving trends.

• Apply BMO’s Risk Management Framework and Risk Culture while performing the role.

⛳️ Requirements

• Generally, 7-10 years of experience in an IT or business setting and/or a BS/BA or MBA/MS in computer science, engineering, information systems, mathematics, or business.

• Knowledge of Information Technology operating processes relevant to systems, including mandatory IT Operations standards for monitoring, logging, and alerting.

• Familiarity with support and operations practices, concepts, and technologies gained through formal training and/or professional experience.

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

• A combination of education, experience, and industry knowledge.

• Proficient verbal and written communication skills - In-depth / Expert level.

• Strong analytical and problem-solving skills - In-depth / Expert level.

• Influencing skills - In-depth / Expert level.

• Team collaboration abilities with a focus on cross-group teamwork - In-depth / Expert level.

• Capacity to manage ambiguity effectively.

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

• Ability to make informed, sound decisions that align with business strategy and applicable policies, laws, and regulations.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance coverage.

• Tuition reimbursement options.

• Accident and life insurance plans.

• Retirement savings schemes.

• Comprehensive training and coaching programs.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.