MANAGER, IT SERVICE MANAGEMENT AND OBSERVABILITY

BDC • Montreal, QC

16d • Hybrid

About The Position

Reporting within IT Services, the Manager, IT Service Management & Observability is accountable for the governance, continuous improvement, and operational performance of BDC’s ITSM practices and enterprise observability platforms. BDC is the only bank dedicated exclusively to Canadian entrepreneurs, and this role plays a critical part in ensuring reliable, resilient technology services that support small and medium-sized businesses across Canada. Your work contributes directly to service stability, operational excellence, and the ability for teams to respond effectively to incidents at scale. At BDC, you can be yourself at work while helping the organization think and act differently.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent professional experience.
• 8–12+ years of experience in IT operations or IT Service Management (ITSM).
• 7–10+ years of hands‑on experience in Incident Management and Problem Management.
• Proven experience owning and maturing ITSM processes, including Incident, Problem, Change, and Service Request Management, aligned with ITIL best practices.
• ITIL v3 or ITIL v4 certification.
• Hands‑on experience with enterprise observability and monitoring platforms, including Splunk and Dynatrace (or equivalent tools).
• Experience defining observability strategy and roadmaps, including end‑to‑end monitoring of infrastructure, applications, and critical services.
• Experience integrating ITSM processes with observability platforms to improve incident detection and resolution.
• Functional ownership experience of the ServiceNow ITSM module, including workflow maintenance, enhancement, and automation.
• Demonstrated experience producing operational and executive‑level reporting on service health, KPIs, and risk.
• Proven people leadership experience managing and developing multidisciplinary technical teams.
• Strong analytical skills with the ability to translate observability data into actionable insights.
• Ability to remain calm, decisive, and structured in high‑pressure operational and major incident situations.
• Bilingual (French and English) with excellent oral and written communication skills.

Nice To Haves

• Experience with AIOps capabilities such as event correlation, intelligent alerting, and alert noise reduction.
• Experience partnering with DevOps, Architecture, Security, and Product teams on operational readiness and service reliability.
• Experience managing vendor relationships, budgets, and solution roadmaps.
• Experience representing IT Services in Business Impact Analysis (BIA) and Business Continuity Planning (BCP) activities.
• Experience working in Agile delivery environments.

Responsibilities

• Ensure mature, consistent ITSM processes across the organization while maintaining agility in a complex, high‑availability environment.
• Lead enterprise observability strategy to improve incident detection, reduce MTTR, and minimize alert fatigue through intelligent monitoring and AIOps.
• Support high‑pressure major incident situations with calm, structured leadership and clear executive‑level communication.
• Partner effectively with Architecture, Security, DevOps, and Product teams to ensure operational readiness for critical services that support Canadian entrepreneurs nationwide.

Benefits

• Flexible and competitive benefits
• Employee Savings and Investment Plan where BDC matches part of your voluntary contributions
• Defined Benefit Pension Plan
• $750 wellness and health care spending account
• Paid vacation each year
• Five personal days
• Sick days as necessary
• Offices are closed from December 25 to January 1
• Hybrid work model

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees