Lead Tech Admin Office : Job Level - Director

Morgan Stanley • Montreal, QC

9d • Hybrid

About The Position

The Technology Change Enablement Team has a technology-wide remit and is comprised of two functions: Operational Change Enablement and Supervision Change Management. Operational Change Enablement focuses on defining the Firm's Technology Change controls and procedures, provisioning oversight and education, enforcing adherence, managing KPIs/KRIs, tooling representation, regulatory and audit response, facilitating Change Advisory Board meetings, investigating Change Related Incidents, and defining the global Operational Change Enablement strategy. Supervision Change Management provides the Firm's first line of defense oversight and controls on high-risk rated assets with privileged access, offering centralized evidencing of controls and supporting the wider supervisory strategy and controls agenda, including prevent and detect solutions.

Requirements

• 4-6+ years of relevant experience in IT Change Management, IT Service Management, Release/Deployment, Production Operations, or a related service reliability discipline.
• Strong working knowledge of ITIL aligned Change management concepts (Change Types, Change risk, PIR).
• Demonstrated ability to apply independent judgement to assess risk, challenge Change submissions and escalate appropriately.
• Experience partnering with cross-functional teams (engineering, operations, security, business stakeholders) to coordinate complex Changes and manage dependencies.
• Strong communication and stakeholder management skills; able to write clear Change communications and facilitate governance forums.
• High attention to detail with a control-oriented mindset (evidence, traceability, approvals, scheduling discipline).
• Proficiency with an ITSM tool (e.g., ServiceNow or equivalent) and with reporting/analysis using standard office tooling.

Nice To Haves

• ITIL 4 Foundation (or higher) certification.
• Experience operating in a regulated environment (e.g., financial services) and supporting audit, risk or compliance inquiries.
• Experience with Change risk scoring, Change automation, DevOps/release pipelines, and/or SRE practices.
• Bilingual proficiency in French and English.
• Experience building dashboards and using data to drive process improvements (e.g., Power BI or equivalent).

Responsibilities

• Provisioning oversight for Technology Changes across all consumers of the Change Enablement controls and process across the Firm
• Identifying and managing opportunities for improvement, risks and issues in Operational Change delivery
• Partnering with the Strategic Change Rewrite Program team to deliver the technology wide roll out and marketing of the renovated Change Policy and tooling
• Supporting transformation initiatives for Change Management as appropriate
• Working with SMEs across ITSM, Development and tooling partners to ensure that tooling offers standardized functional requirements and maps to the Policies, and that any bugs or enhancements are appropriately prioritized
• Working with colleagues in the wider Technology Change Enablement team to facilitate improved dialogue with Business Unit Aligned Tech Teams, aiming to minimize disruption to as a result of Change.
• Facilitating transparency of and contribution to metrics, including KPIs and KRIs and respective governance processes.
• Supporting Change Enablement operational activities, such as ensuring Firm's adherence to Policy Controls by monitoring KPIs and performing data quality spot checks.
• Supporting Change Advisory Board meetings (CAB) where appropriate.
• Identifying opportunities for improved transparency, including evidencing decision making and communication processes for Policy, Procedure and Tooling updates.
• Support oversight on Post-Implementation Review outcomes for Change Related Incidents, High Risk Changes which failed and Unauthorized Changes including corrective actions, trend analysis and control improvements.
• Support the tracking and reporting Change performance metrics and produce stakeholder-ready summaries
• Identify and deliver process improvements, including Standard Change patterns, templates, automation and AI opportunities, data quality controls and knowledge articles.
• Provide coaching and guidance to engineers and delivery teams on change best practices and tooling
• Partner with tool administrators to define requirements and prioritize enhancements/defects for ITSM Change modules and reporting.

Benefits

• Opportunity to work flexibly in accordance with the organization's flexible working policy.
• Ample opportunity to move about the business for those who show passion and grit in their work.
• Attractive and comprehensive employee benefits and perks in the industry.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees