Information Technology Service Management Manager

Information Technology Service Manager (Governance)

Duration : 12 Months Contract

Location : Montreal, QC

Responsibilities

GOVERNANCE & CONTROLS

• Significantly contribute to governance and control area for the department (Global Banking, ALM Treasury, Functions).
• Ensure that the standard operating procedures are updated and maintained along with their associated controls, and their implementation;
• Work on tasks related to Risk and Controls framework development and BAU assessments. Ensure the Bank policies are applied and all teams comply to the same.
• Ensure the department is always audit ready. Be prepared to represent or assist the representative of the department in all internal and external audits;
• Look for avenues of automation and take initiatives to automate processes using Python, PowerShell or other tools (ServiceNow, PowerBI, Jira, others).

PROJECT MNGMT. & BUDGETING

• Assist in centralizing all incoming projects (Change the Bank) for the platform, and manage deliverables from the team;
• If necessary, be hands-on and eventually play a Project Manager role for any of the projects.
• Lead ongoing transformation and continuous process improvement initiatives to improve quality, mitigate operational risk and optimize expense.
• Assist in the budget preparation exercises for the department, and track invoices and other expenses;

MNGMT. REPORTING

• Identify and streamline KPIs and reporting needs. Generate scorecards / dashboards for management and business reporting.
• Ensure quick meaningful Metric / periodic report / snapshots generation that ease and drive MGMT decisions.
• Centralize the reporting structure for governance, controls, projects, reports etc. and ensure its maintainability.
• Assist in the preparation of management committees – OpCos, governance forums, project committees, etc.

IT CONTINUITY

• Oversee IT continuity exercises for the department and ensure that its recordkeeping is maintained in line with controls.
• Execute and report the Top-Down activities ITP Management instructs to implement through the APS head of GB, ALMT and Functions.
• Organize and monitor the activity and interaction of the Team aligned with a "client-focused, simple and clear, collaborative and efficient approach.”
• Oversee and evaluate customer feedback to develop quality improvement processes.

EXPERIENCE / SKILLS NEEDED

• Experience in Production support role.
• Good knowledge of ITIL processes and frameworks.
• Significant experience with processes like incident, change, problem and release management.
• Experience in gathering data and generating reports / graphs with tools like ServiceNow, PowerBI, JIRA, Python. Hands-on with MS Office tools for reporting and presentations.
• Experience with data warehousing and reporting technologies.
• Good infrastructure knowledge – Linux, Windows, Cloud computing, replication, architecture.
• Excellent communication skills, interacting with users, IT and stakeholders.
• Experience in the banking sector, with an understanding of regulatory obligations is a strong plus.
• Ability to take initiatives (make proposals and drive them to completion).
• Organizational skills (being proactive).