Senior Manager, Service Delivery & Problem Management Wealth Management Technology (WMT)

BMO•Toronto, ON

10d•Hybrid

About The Position

The Senior Manager, Service Delivery & Problem Management is a critical leadership role within Wealth Management Technology (WMT), accountable for the reliability, resiliency, and operational excellence of mission-critical technology services. This leader owns the end-to-end service delivery lifecycle, including major incident response, service restoration, problem management, governance, and continuous improvement. The role involves leading teams responsible for 24/7/365 operational support, driving data-driven performance management, and partnering with Wealth business leaders, CIO teams, and enterprise technology stakeholders. This position also champions automation, AI-enabled capabilities, and modern operational practices to strengthen customer and business outcomes.

Requirements

7–10+ years of experience in technology operations, service delivery, incident and/or problem management.
Proven leadership experience managing cross-functional teams and senior stakeholders in complex environments.
Strong working knowledge of ITIL practices.
Hands-on experience with ServiceNow, CMDBs, monitoring/alerting platforms, analytics, and workflow automation.
Experience implementing automation, AI, or digital optimization capabilities in operational settings.
Bachelor’s degree in Computer Science, Engineering, Information Systems, Mathematics, Business, or a related field; or an equivalent combination of education and experience.
Expert leadership in high-pressure, ambiguous, and time-sensitive situations.
Exceptional verbal and written communication with executive audiences.
Strong analytical, critical thinking, and problem-solving skills.
Influential relationship builder with a collaborative, enterprise mindset.
Deep understanding of technology operations, infrastructure, applications, and service management practices.
Data-driven decision-maker with a strong commitment to accountability, innovation, and continuous improvement.

Nice To Haves

ITIL certification preferred.
Advanced degree (MBA/MS) is an asset.

Responsibilities

Provide strategic oversight for service delivery, major incident management, and problem management across WMT.
Translate business and technology needs into operational strategies that improve reliability, mitigate risk, and support wealth management priorities.
Evolve service governance models, operating standards, and performance frameworks in alignment with enterprise expectations.
Act as a trusted advisor to senior leaders, providing insight into operational risks, trends, and improvement opportunities.
Own end-to-end incident, change, and problem management processes, ensuring rapid service restoration and durable remediation.
Serve as the senior escalation point and provide executive-level communication during major incidents.
Lead root cause analysis, post-incident reviews, and the execution of mitigation and prevention plans.
Oversee deployment and release readiness, ensuring production stability and operational readiness.
Ensure consistent adherence to SLAs, OLAs, and regulatory requirements across applications, infrastructure, and security.
Lead, coach, and develop a high-performing team of Service Delivery Managers and Problem Coordinators.
Set clear objectives, establish coaching routines, and foster a culture of accountability, learning, and continuous improvement.
Attract, retain, and develop top talent; recognize strong performance and address performance gaps effectively.
Role model BMO values and behaviours, actively promoting diversity, equity, inclusion, and psychological safety.
Encourage responsible adoption of automation, AI, and digital optimization to improve operational outcomes.
Build strong, influential partnerships with Wealth business leaders, CIO organizations, enterprise operations, and third-party providers.
Represent WMT in enterprise incident forums, governance committees, and service health reviews.
Coordinate cross-functional response during incidents, ensuring alignment across technology, business, and vendors.
Drive data-driven decision-making through dashboards, KPIs, scorecards, and trend analysis.
Oversee executive reporting, service reviews, and performance insights.
Identify emerging risks, systemic issues, and improvement opportunities to inform strategy and investment decisions.
Promote adherence to industry best practices (e.g., ITIL) and continuous process optimization.
Take measured risks while protecting the bank by applying BMO’s Risk Management Framework.
Ensure compliance with policies, standards, procedures, and applicable laws and regulations.
Manage complexity across business value, technology platforms, and operating models to deliver consistent service quality.