Toronto Employment Platform

Director – Service Management Technology

Requisition ID: 104247Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


The team:

The Service Management Technology team is accountable for all aspects inclusive of plan, build, run, and technical governance of all technologies used in support of Scotiabank’s Service Management objectives.  This team provides the technical leadership and strategic vision and planning for the implementation of Service Management tools within Scotiabank.  This team ensures that the IT Service Management (ITSM) platform has the capability to support new technologies, maintains high levels of systems and platform performance, availability and reliability and ensures the overall security of data stored within selected toolsets.


The role:

Reporting to the VP, Service Management, you will be responsible for engineering, managing and supporting Scotiabank’s ITSM technology environment that is leveraged in the implementation and delivery of a variety of Service Management and organizational core services.  This role manages the teams who install, configure and provide ongoing support for the ITSM platform and applications.  You will ensure the success of new implementations and make sure that the appropriate governance model is in place to support the evolution of the toolset within Scotiabank.  You will:


Be a technical leader with a deep understanding of business goals, business processes and Service Now architecture, who designs and supports the development of technology solutions to ensure that business needs are met
Provide help in prioritizing product backlog and drive prioritization of work for the enterprise-wide platforms under your purview
Lead evaluation, design, and analysis of enterprise wide solutions for Service Now
Translate business and technical requirements into an architectural blueprint to achieve business objectives
Propose solution recommendations and alternatives to satisfy customer needs
Collaborate with enterprise architecture, information security, applications and infrastructure teams to produce optimal designs
Ensure compliance of implemented solutions to Bank’s architectural standards
Develop and drive the product vision and strategy for ServiceNow

When required, you can expect to travel on a regular basis (up to 25%) to Central and South America.


Is this role right for you?

You act independently to develop and deploy strategic initiatives and projects to ensure mission critical business applications meet business needs and follow bank standards.
You have experience managing and developing global teams that operate as a single cohesive team.  This includes working from shared work queues, managing complex workflows, matrixed management and out of region business continuity capabilities.
You are experienced in directing technical teams to build and configure the ITSM toolset according to architectural guidelines and you can refine and enhance near and long-team strategies for implementation and support.
You are a proven leader and can provide counsel, coaching, and set performance expectations.  You provide continuous performance feedback as needed including the preparation of formal performance appraisals.
You can identify, retain and recruit qualified and skilled staff to deliver a high-level of service ensuring application stability and availability.

Do you have the skills that will enable you to succeed in this role?

You have excellent communication (verbal/written/presentation) skills in English to communicate effectively with Senior Management, technical and non-technical staff, as well as business partners. The same in Spanish is an asset.
You have at least 10+ years of practical working experience in managing technical resources.
You possess the financial acumen to manage a large budget and to perform financial analysis to establish the viability and/or appropriateness of vendor services and solutions.
You have well-developed organizational skills with the abilities to multi-task.
You clearly are a highly creative, self-starting, results-oriented, and a highly motivated individual with excellent analytical skills to independently resolve complex technical problems that are multi-dimensional and often unstructured and without precedent.
You body of work spans across multiple methodologies and frameworks, such as ITSM, Six Sigma, Agile and other operational management and improvement disciplines.
You should have a strong background in the development of efficient, reusable and re-deployable tools and infrastructures.
You should demonstrate a track record of delivery within technology environments.
You should have significant experience with the ITIL framework.
You should have excellent leadership skills and abilities, strategic planning, effecting change, building and leading strong technology teams, and resource management; a track record of success in developing technology leaders and staff.
You will have a highly collaborative working style, strong interpersonal capabilities and relationship building; proven ability to manage diverse client and stakeholder relationships, and be able to collaborate effectively with customers and colleagues.
You will have excellent influence and negotiation skills; the ability to facilitate discussions around complex issues and bring them to resolution.
You should be able to adapt to continually changing priorities and aggressive project time frames.
You have a post-secondary education in Computer Science, Business, Math or Engineering related disciplines.

What’s in it for you?

While our focus is on finding the right technology leader you will have the opportunity grow both your technical and leadership skills.  You will be part of management team that is dedicated to delivering business value by evolving the organization and implementing innovative cutting-edge technologies.
You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
We foster an environment of innovation and continuous learning.
We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.
While we currently work remotely from home, when we can physically return to the office, our primary location is:

Located steps from TTC’s King 504 streetcar stop, which gets you to TTC’s Line 1 subway stops at King or St. Andrew stations, and its connection to GO Transit/VIA Rail hub at Union Station.
Also located steps from TTC’s 511 Bathurst streetcar stop, which is a transfer point from TTC’s Line 2 subway stop at Bathurst station.
If you really want to drive to work, it’s minutes away from the Gardiner Expressway / Lakeshore Boulevard West.
You have card access to The Commons, a dining space at Scotia Plaza for employees where breakfast & lunch are served. Also, The Bean serves hot/cold beverages & snacks.
Our location has a lunch room with TV screens, fridges, microwaves & vending machines. It’s also in a dynamic & flourishing neighbourhood that is home to many nearby top Toronto restaurants/bars & fast-food options. Nearby amenities include a running club, florist, pharmacy, convenience stores, supermarket, LCBO, coffee shops.


Location(s):  Canada : Ontario : Toronto Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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