Senior Manager Incident And Problem Process (Toronto)

Requisition ID: 255342.

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The incumbent is responsible for the definition, governance, measurement, and continuous improvement of the Incident and Problem Management Process. Additionally, they will hold the Product Owner role for the corresponding service management processes, managing feature roadmaps, product backlogs, and ensuring tooling is appropriately delivered in ServiceNow.

Responsibilities

• Drive and deliver the implementation, governance, and continual service improvement activities related to Incident and Problem Management.
• Collaborate with Process Owner peers to ensure integration between interlocking process areas.
• Collaborate with IT Risk, Resilience & Reliability and related reporting teams to define metrics and KPIs that describe Incident & Problem Management effectiveness against Bank services.
• Collaborate with stakeholders across the organization to define the vision, strategy, and tactics for Incident & Problem Management within Scotiabank.
• Create and deliver ongoing training material for technology staff in Incident & Problem Management in alignment with departmental training program.
• Monitor and analyze key performance indicators related to Incident & Problem Management and drive ongoing quality and performance improvements across technology.
• Ensure compliance with applicable regulations, industry standards, and internal policies in the deployment of Incident & Problem Management related technologies. Represent Incident & Problem Management in response to regulatory and internal audit requests.
• Define the product roadmap for Incident & Problem Management, manage demand and prioritize development activities for ServiceNow development within the Incident & Problem Management modules.
• Collaborate with peer Product Owners to manage cross-impacts and interactions.
• Collaborate with third parties to manage integrations into Incident & Problem Management modules in ServiceNow.
• Develop and maintain effective relationships with key business partners within Scotiabank.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Create an environment where their team pursues effective and efficient operations of their respective areas, while ensuring the adequacy, adherence to and effectiveness of day‑to‑day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Contribute to the high-performance environment and align with the departmental people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vision/values/business strategy and managing succession and development planning for the team.

Qualifications

• University degree, preferably in Engineering, Computer Science or related field (or related relevant experience) and a minimum of 5 years’ experience in IT service delivery senior leadership roles. Financial services and, specifically, banking experience is highly desired.
• Demonstrated ability to drive and lead service management processes and disciplines in a large, complex IT delivery environment.
• Demonstrated ability to lead global teams in a highly complex and matrixed organization. Ability to lead through influence, excellence and example is essential to success.
• Strong leadership and collaboration skills. Excellent oral and written communication, ability to present confidently to senior executives, attention to detail and strong planning and management ability.
• The incumbent must be a very strong leader, with demonstrated ability to lead technical teams and build and maintain credibility with technical and non-technical stakeholders, alike. Deep knowledge of relevant technologies must be combined with business acumen and excellent communication and listening skills.
• Robust knowledge of ITSM disciplines and frameworks, specifically ITIL, is expected.
• Experience with and knowledge of formal project management methodologies.
• English fluency required, Spanish ability a plus.

Benefits

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias‑free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross‑functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto