Senior Manager, Enterprise Resiliency Management

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Job Summary:
Will be responsible for overseeing service level management, capacity management, and resiliency management to ensure the reliable and efficient delivery of IT services across the organization. This role requires deep expertise in enterprise IT service management, with a focus on maintaining high availability, scalability, and performance of critical banking systems. The ideal candidate will have 8+ years of relevant experience, preferably with ITIL certification, understanding of Agile project management methodology and a proven track record in a large-scale enterprise environment, ideally within the financial services sector.

Key Responsibilities:

Service Level Management:

• Define, negotiate, and manage Service Level Agreements (SLAs) and underpinning contracts to meet business requirements.
• Monitor and report on service performance, ensuring compliance with SLAs and driving continuous improvement.
• Collaborate with stakeholders to align IT services with business objectives and customer expectations.
• Conduct regular service reviews and implement corrective actions to address service gaps.

Capacity Management:

• Govern capacity plans to ensure IT infrastructure and services meet current and future business demands.
• Work with technical teams to optimize resource utilization and prevent performance bottlenecks.
• Ensure capacity-related risks are identified, mitigated, and reported to senior management.

Resiliency Management:

• Identify, track and drive strategies to enhance the resiliency and availability of IT systems, minimizing downtime and ensuring business continuity.
• Conduct operational risk assessments and drive measures to mitigate single points of failure in critical infrastructure.
• Collaborate with cybersecurity and infrastructure teams to strengthen system resilience against threats and disruptions.

General Responsibilities:

• Develops a deep understanding of organizational complexity to build strong rapport with internal stakeholders for the construction and delivery of the solution
• Drive adherence to ITIL best practices and ensure processes are optimized for efficiency and effectiveness.
• Provide leadership and guidance to cross-functional teams, fostering a culture of collaboration and accountability.
• Prepare and present reports on service performance, capacity, and resiliency metrics to senior leadership.
• Stay updated on industry trends and emerging technologies to enhance service management practices.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s degree preferred).
• 8+ years of experience in IT service management, with a focus on service level management, capacity management, and resiliency management in an enterprise environment.
• Able to prioritize and build framework around shifting landscape and focus on biggest issues.
• Knowledge of software development practice, concepts/methodologies (i.e. waterfall, Agile, iterative), and technologies obtained through formal training and/or work experience.
• Experience in the financial services industry, preferably within a major bank, is highly desirable.
• ITIL certification (Foundation or higher) is strongly preferred; additional certifications (e.g., COBIT, PMP) are a plus.
• Proven expertise in managing SLAs, capacity planning, and disaster recovery in large-scale, mission-critical environments.
• Strong understanding of IT infrastructure, cloud technologies, and enterprise-grade systems.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and stakeholder management skills, with the ability to engage with technical and non-technical audiences.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Knowledge of regulatory requirements in the financial sector (e.g., Basel III, GDPR, or other compliance standards).
• Familiarity with cloud platforms (e.g., AWS, Azure, or Google Cloud) and hybrid IT environments.
• Leadership experience in guiding teams or managing vendors in an enterprise setting.

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.