Senior Manager, Service Delivery at BMO - Bank of Montreal


Address: 120 Bloor Street East
Job Family Group: Technology
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.
  • Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
  • Ensures alignment between values and behaviour that fosters diversity and inclusion.
  • Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
  • Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
  • Attracts, retains, and enables the career development of top talent.
  • Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
  • 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.
    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.

We’re here to help

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.

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