Service Delivery Manager Service Delivery Manager …

Bank of Montreal
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Competitive
Bank of Montreal
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Competitive
Service Delivery Manager
The Service Delivery Manager in Channels Technology is accountable to ensure efficient, reliable, and available technology service delivery to business stakeholders. This role provides governance and support for branch channel applications to ensure system availability. He/she oversees service availability and service improvement plans on behalf of business partners to ensure that Service Level Agreement commitments are met. We are looking for a seasoned technology leader to lead our branch channel service delivery team for BMO's critical branch channel applications.




Accountabilities
  • Maintain an understanding of all major problems, issues, trends, and changes in the supported environments
  • 24/7/365 on call requirement in support of major incidents coupled with MIRT participation
  • Partner with Technology, Product Operations, LOB executives and senior management to ensure awareness of service issues, trends, and mitigation plans
  • Continuously seek improvement opportunities to ensure service availability is managed and met
  • Track incidents to ensure root cause is identified, mitigation plans are in place and summaries provided to business partners
  • Govern control mechanisms for reliable and available service to branch channel applications in accordance with SLA's
  • Act as escalation point for systemic customer satisfaction issues in Branch Channel Solutions
  • Implement standards for technical documentation, incident and problem management, and management reporting
  • Responsible for ensuring continuity, availability, and service restoration
  • Expedites timely, efficient, and effective resolution of service issues in order to optimize reliability and availability of systems
  • Recommend integrated solutions and opportunities to CIO's and their Senior Managers to increase quality of service and client satisfaction
  • Accountable to ensure timely and effective resolution of service issues for branch channel applications to optimize availability and reliability of service
  • Contribute to BMO Financial Group's overall business results by making recommendations that significantly improve operational efficiency and effectiveness


Qualifications
  • University degree in Computer Science or Engineering or equivalent experience
  • Experience in supporting multiple, concurrent, large-scale applications
  • Working knowledge of resource planning and project financials
  • Proven ability to learn new businesses and technologies
  • Strong knowledge and practical experience in:
    • .NET
    • C#
    • An gular
    • iOS
    • Microsoft development tools (Visual Studio, TFS)
    • Desktop application development including peripheral integration
    • Services-oriented architecture (SOA)
    • Web service protocols (JSON, SOAP)
    • Secure coding practices
    • Agile / iterative development methodologies
    • Continuous development processes and tooling (e.g. Git, Bamboo, Maven)
  • Solid experience developing multi-tier technology solutions
  • Excellent analytic and problem solving skills
  • Good collaboration and multi-tasking capabilities
  • Strong leadership, relationship and communication skills
  • Ability to attract and retain top talent
  • Brings out the best in people
  • Loves brainstorming, winning, and having fun




We're here to help


At BMO we have a shared purpose; we put the customer at the centre of everything we do - helping people is in our DNA. For 200 years we have thought about the future-the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.


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://bmocareers.com .


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.


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