Director, Incident and Problem Management at CIBC

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You'll Be Doing

As Director, Incident and Problem Management, you will oversee the end-to-end management of incidents and problems across enterprise infrastructure operations and networks. You will lead high-performing teams to ensure rapid incident resolution and proactive problem remediation, supporting the resilience of essential business services. You’ll build effective relationships with stakeholders and vendors, align contributions with CIBC’s strategic objectives, and drive process improvements and best practices while ensuring compliance.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You’ll Succeed

• Strategic Leadership – You will set the vision and strategy for incident and problem management within Infrastructure Operations & Networks. Leading and mentoring a diverse team of up to 30 members, you’ll foster high performance, engagement, and professional growth while ensuring resource allocation and succession planning. You will build strong relationships with senior leaders, business units, and external partners to align priorities with organizational goals. Regularly, you’ll communicate operational performance, risks, and strategic initiatives to executive leadership and champion process improvement and modernization.
• Incident Management Oversight - You will lead and coordinate the response to major and critical incidents across infrastructure and network environments, ensuring rapid resolution and minimal business impact. Directing cross-functional teams, you’ll manage escalation protocols and stakeholder communications. You will monitor incident metrics and trends to drive continual improvement and inspire your team during high-pressure situations. Empowering team members, you will model effective communication and transparency, and support post-incident reviews and executive updates.
• Problem Management and Root Cause Analysis – You will own the full problem management lifecycle, from identification and investigation to resolution of recurring or significant issues. Driving root cause analysis and post-incident reviews, you’ll ensure corrective actions are implemented and tracked. You’ll promote proactive problem detection through trend analysis, automation, and collaboration with operations and engineering teams. Facilitating collaborative RCA sessions, you will mentor team members and recognize their successes in resolving complex issues.
• Governance, Process Improvement, and Compliance – You will establish and maintain policies, standards, and procedures for incident and problem management, aligned with industry best practices such as ITIL. Ensuring compliance with internal controls, regulatory requirements, and audit standards is a key focus. You’ll continuously enhance processes, tools, and team capabilities by leveraging lessons learned and stakeholder feedback. Proactively identifying and mitigating operational risks, you’ll champion a culture of continuous improvement and coach your team on compliance and process optimization.
  
  

Who You Are

• You can demonstrate a minimum of 10 years of progressive leadership experience in incident and problem management within large-scale, 24/7 high-availability IT environments, with a proven track record in optimizing critical infrastructure operations to consistently meet uptime, change, and incident targets. You are skilled in managing risk in continuous, high-pressure operations and have experience leading and developing diverse, high-performing technical teams. You understand ITIL framework and infrastructure operations, including networks, servers, and high-availability systems. Its an asset, if you have experience in root cause analysis, trend analysis, automation, and proficiency with ITSM tools and reporting platforms.
• You’re a certified professional with a bachelor’s degree in computer science, Information Technology, Engineering, or a related field and relevant certifications such as ITIL Foundation or Practitioner, PMP, COBIT, or related industry certifications are preferred.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it is the right thing to do.
• You are a bold and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and driving successful team performance.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
• Values matter to you. You bring your real self to work, and you live our values – trust, teamwork, and accountability.
  
  

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
• Subject to plan and program terms and conditions
  
  

What You Need To Know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]
• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
  
  

Job Location

Toronto-81 Bay, 19th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Change Management, ITIL Framework, ITIL Methodologies, IT Incident Management, People Leadership, Problem Management, Risk Management, ServiceNow Platform, Vendor Management