Manager, IT Operations

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Technology Solutions

Pay Details: $91,200 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD.

Job Description:

Manages or leads a team of IT professionals in providing a broad range of IT Operations services, support and solutions to the organization, ensuring enterprise standards are met and business objectives are achieved.

KEY ACCOUNTABILITIES

CUSTOMER

• Manage the operations/support/management of products/systems/applications/services for a range of clients to support them in meeting business objectives/goals.
• Drive incident, problem, and change management and production readiness for new environments, strategically driving simplification, automation, and end-to-end capacity and performance management.
• Oversee the production of detailed operational and key service-oriented availability metrics.
• Ensure timely and effective resolution of problems relating to user/client processing.
• Manage crisis situations and oversee the coordination of problem escalation and recovery processes.
• Coordinate post-incident reviews and service quality review sessions.
• Support/participate/lead in developing the strategic direction of own area.
• Work with clients to prepare comprehensive IT solutions that meet/exceed client objectives for new and existing systems/applications.
• Manage the integration of all systems, projects, and technical interfaces to ensure a high level of service and support to the client and efficient system operation.
• Lead effort to develop and configure the environment from conceptualization through stabilization using various platforms.
• Lead effort to test, debug, and performance analyze and document environment components.
• Develop and maintain a database of environments for a portfolio of applications.
• Research and innovate, contributing to decisions to build/buy/reuse system components to meet client expectations and project deliverables.
• May conduct/oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectives.
• Negotiate and document project deliverables, timelines, project charters/costing, roles, responsibilities, and critical milestones.
• Maintain a close relationship with clients to keep informed of their business needs and direction.
• Measure the level of service to customers/clients, analyze trends, and determine appropriate actions where applicable.
• Identify vendors/TD areas able to provide IT related services and partner with clients in developing business cases, RFI/RFP, etc.
• Manage day-to-day vendor relationships; ensure timely/accurate communication and resolution of issues.
• Act as an integrator of solutions, ensuring a good understanding of technology choices by offering and negotiating options with the clients.
• Communicate project status and provide timely escalation of issues to ensure project objectives are met.
• May act as an expert consultant/resource in system strategy, architecture, and design.
• Provide insight, information, and recommendations on industry trends.
• Promote/develop IT awareness and technical understanding of business partners/clients.

SHAREHOLDER

• Set the standards for operations and manageability across the entire Technology organization.
• Measure and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actions.
• May monitor and coordinate operating schedules/priorities for all infrastructure and incidents on a 7/24 basis.
• Ensure operational, reputational, and proprietary risks are minimized and focus on process improvement.
• Follow process management discipline for change management of all systems managed.
• Maintain effective dialogue with regulatory bodies and standards organizations.
• Ensure compliance with well-defined enterprise technology delivery practices and standards and project management disciplines.
• Develop sound business cases with a focus on reusability, scalability, innovation, and enterprise-wide solutions.
• Establish project teams and ensure agreed deliverables are communicated and delivered within time, budget, and quality parameters.
• Continuously improve timeliness of delivery while balancing quality and price of solutions/services offered.
• May manage appropriate recovery of costs to ensure effective cost management within own area.
• Ensure compliance with IT Disaster Recovery Plan (DRP) and the department’s Business Recovery Plan (BRP).
• Continuously enhance knowledge/expertise in own area and keep current with industry trends.

EMPLOYEE / TEAM

• Responsible for management of the overall team providing both leadership and technical guidance; set targets and objectives for the team, and deliver results.
• Grow team expertise to align with enterprise demand and the Bank's business/technology direction.
• Foster an environment that encourages productivity, innovation, process improvement, teamwork, and professionalism.
• Provide coaching, development, succession, recruitment, and resource management for team members.
• Establish effective relationships across multiple business and technology partners, program and project managers.

BREADTH & DEPTH

• Responsible for managing multiple teams and/or projects with increasing complexity and broad scope.
• Works independently and often autonomously in the management of projects and teams.
• May manage system enhancements, new releases, or projects typically focused on a specific product/system/application of moderate scope and complexity.
• Manages/leads a group of IT professionals.
• Manages projects and teams (including financials) and advocates for the reusability of architecture and processes.

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate.
• Graduate degree, preferred.
• 7+ years relevant experience.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. We deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues, including a base salary, variable compensation, health and well-being benefits, savings and retirement programs, and career development opportunities.

Additional Information:

We’re committed to providing the support our colleagues need to thrive both at work and at home.