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Senior Manager, Service Delivery & Problem Management
Wealth Management Technology (WMT)
Hybrid Toronto (2–3 days in office)
Role Summary
The Senior Manager, Service Delivery & Problem Management is a critical leadership role within Wealth Management Technology (WMT), accountable for the reliability, resiliency, and operational excellence of mission‑critical technology services. This leader owns the end‑to‑end service delivery lifecycle, including major incident response, service restoration, problem management, governance, and continuous improvement.
You will lead teams responsible for 24/7/365 operational support, drive data‑driven performance management, and partner closely with Wealth business leaders, CIO teams, and enterprise technology stakeholders. This role also champions automation, AI‑enabled capabilities, and modern operational practices to strengthen customer and business outcomes.
Key Accountabilities
Strategic & Operational Leadership
Provide strategic oversight for service delivery, major incident management, and problem management across WMT.
Translate business and technology needs into operational strategies that improve reliability, mitigate risk, and support wealth management priorities.
Evolve service governance models, operating standards, and performance frameworks in alignment with enterprise expectations.
Act as a trusted advisor to senior leaders, providing insight into operational risks, trends, and improvement opportunities.
Service Delivery, Incident & Problem Management
Own end‑to‑end incident, change, and problem management processes, ensuring rapid service restoration and durable remediation.
Serve as the senior escalation point and provide executive‑level communication during major incidents.
Lead root cause analysis, post‑incident reviews, and the execution of mitigation and prevention plans.
Oversee deployment and release readiness, ensuring production stability and operational readiness.
Ensure consistent adherence to SLAs, OLAs, and regulatory requirements across applications, infrastructure, and security.
Team Leadership & Culture
Lead, coach, and develop a high‑performing team of Service Delivery Managers and Problem Coordinators.
Set clear objectives, establish coaching routines, and foster a culture of accountability, learning, and continuous improvement.
Attract, retain, and develop top talent; recognize strong performance and address performance gaps effectively.
Role model BMO values and behaviours, actively promoting diversity, equity, inclusion, and psychological safety.
Encourage responsible adoption of automation, AI, and digital optimization to improve operational outcomes.
Collaboration & Stakeholder Engagement
Build strong, influential partnerships with Wealth business leaders, CIO organizations, enterprise operations, and third‑party providers.
Represent WMT in enterprise incident forums, governance committees, and service health reviews.
Coordinate cross‑functional response during incidents, ensuring alignment across technology, business, and vendors.
Reporting, Insights & Continuous Improvement
Drive data‑driven decision‑making through dashboards, KPIs, scorecards, and trend analysis.
Oversee executive reporting, service reviews, and performance insights.
Identify emerging risks, systemic issues, and improvement opportunities to inform strategy and investment decisions.
Promote adherence to industry best practices (e.g., ITIL) and continuous process optimization.
Risk & Operational Excellence
Take measured risks while protecting the bank by applying BMO’s Risk Management Framework.
Ensure compliance with policies, standards, procedures, and applicable laws and regulations.
Manage complexity across business value, technology platforms, and operating models to deliver consistent service quality.
Qualifications
Experience
7–10+ years of experience in technology operations, service delivery, incident and/or problem management.
Proven leadership experience managing cross‑functional teams and senior stakeholders in complex environments.
Strong working knowledge of ITIL practices; ITIL certification preferred.
Hands‑on experience with ServiceNow, CMDBs, monitoring/alerting platforms, analytics, and workflow automation.
Experience implementing automation, AI, or digital optimization capabilities in operational settings.
Education
Bachelor’s degree in Computer Science, Engineering, Information Systems, Mathematics, Business, or a related field; or an equivalent combination of education and experience.
Advanced degree (MBA/MS) is an asset.
Skills & Capabilities
Expert leadership in high‑pressure, ambiguous, and time‑sensitive situations.
Exceptional verbal and written communication with executive audiences.
Strong analytical, critical thinking, and problem‑solving skills.
Influential relationship builder with a collaborative, enterprise mindset.
Deep understanding of technology operations, infrastructure, applications, and service management practices.
Data‑driven decision‑maker with a strong commitment to accountability, innovation, and continuous improvement.
Salary:
Pay Type:
The above represents BMO Financial Group’s pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Us
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.