Service Delivery Manager
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Job Description
BMO Service Delivery Manager overseeing mission-critical banking technology operations. Leading incident restoration, service availability, production deployments, and technology improvement initiatives.
Responsibilities:
- Serve as the focal point for major issue management
- Participate in incident restoration, communicate with stakeholders, and drive investigations and improvement plans
- Liaise with business and technology partners to understand problems and opportunities
- Oversee service availability and service improvement plans to ensure Service Level Agreement commitments are met
- Monitor, restore, change, support, and handle day-to-day activities for mission-critical systems on a 7/24/365 basis
- Monitor and restore infrastructure, applications, and security services while meeting service level agreements
- Provide Help/Service Desk support
- Coordinate and facilitate Incident Management
- Deploy changes to production environments and engage third-party providers during incidents
- Respond immediately to production program or system problems
- Participate in testing cycles to ensure deployment capability and operability
- Deploy, implement, and provision applications and infrastructure according to deployment plans and build guides
- Provide strategic input into business decisions as a trusted advisor
- Recommend and implement solutions based on analysis of issues and business implications
- Identify emerging issues and trends to inform decision-making
- Manage resources and lead strategic initiatives supporting business and financial goals
- Monitor and track performance and address issues
- Analyze data and information to provide insights and recommendations
- Lead operational programs and adapt execution as needed
- Provide end-to-end technology support across computer, applications, network, and storage environments, including root-cause analysis
- Drive and promote new processes, systems, technology, operations, and performance capabilities
- Proactively monitor system performance and identify operational improvements
- Support deployment activities and manage implementation issues through resolution
- Perform initial triage and investigation to ensure fast issue and incident resolution
- Monitor technical infrastructure, applications, and business transactions through automated systems and instrumentation
- Provide inbound call assistance to end users for application, technical, and IMACD needs using knowledge bases and run books
- Collaborate with appropriate areas across the bank
- Develop knowledge assets required for operations
- Promote adherence to standards and industry best practices
- Mentor employees and build communities of practice and technology networks
- Stay current with industry technical and business trends through professional associations, practice communities, and individual learning
- Serve as a specialist resource to senior leaders and stakeholders
- Address complex and ambiguous situations and implement changes in response to shifting trends
- Apply BMO’s Risk Management Framework and Risk Culture while executing the role
Requirements:
- 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, including 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
- Combination of education, experience and industry knowledge
- Verbal and written communication skills - In-depth / Expert
- Analytical and problem solving skills - In-depth / Expert
- Influence skills - In-depth / Expert
- Collaboration and team skills, with a focus on cross-group collaboration - In-depth / Expert
- Able to manage ambiguity
- Data driven decision making - In-depth / Expert
- Must make sound, risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations
Benefits:
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process
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