Sr. Director, Infrastructure Management

CIBC•Toronto, ON

3d•Hybrid

About The Position

As Senior Director, Infrastructure Management Services, within Technology Operations, you will set the strategic vision for IT service management and infrastructure operations at CIBC. You will lead a highly technical team of up to sixty full-time and contract professionals, overseeing the planning, implementation, and continuous improvement of enterprise infrastructure services. You will focus on driving operational excellence, risk mitigation, and alignment with ITIL and IT Service Management best practices to ensure that CIBC’s infrastructure remains secure, resilient, and competitive, while enabling transformation, change, and application delivery. You will collaborate closely with senior executives, internal partners, and external vendors to advance technology strategies, support business initiatives, and manage complex projects, especially during challenging situations. As a champion of innovation, you will foster a culture of collaboration, continuous improvement, transformation, and automation—including the integration of AI and modern practices—to build and evolve high-performing, diverse teams. You will ensure robust processes, business continuity plans, and effective incident, problem, and change management are in place to meet evolving business needs. Additionally, you will drive measurable outcomes and service excellence, optimize resources and budgets, and maintain compliance with regulatory and cybersecurity requirements, all while elevating the experience for CIBC’s clients and internal stakeholders. 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.

Requirements

Strong delivery experience, with a proven record of leading large, diverse, and highly technical teams to drive infrastructure and application delivery results in complex, enterprise environments.
Extensive experience applying ITIL and IT Service Management (ITSM) frameworks at scale, including effective management of incidents, problems, and changes.
Ability to execute on strategic objectives, consistently achieve operational excellence and measurable outcomes.
Client focus: putting clients first.
Engagement with purpose to find the right solutions.
Willingness to go the extra mile because it's the right thing to do.
Embrace and champion change; continuously evolve thinking and approach, taking initiative to implement new methods and drive innovation.
Digitally savvy: seek out innovative solutions and embrace evolving technologies; easily adapt to new tools and trends.
Understanding that success is in the details; notice things that others don't.
Critical thinking skills to inform decision making.
Ability to influence people and teams with implied authority.
Look beyond the moment; make decisions and take actions that will make a difference today and tomorrow.
Proactively seek new opportunities to define what's possible and what can be improved.
Values matter: bring your authentic self to work and live values—trust, teamwork, and accountability.
Enterprise Infrastructures
Group Problem Solving
Infrastructure Management (IM)
Leadership
Risk Mitigation Strategies
Stakeholder Management
Strategic Leadership
Technical Knowledge

Nice To Haves

ITIL certification is preferred.

Responsibilities

Set the strategic vision for IT service management and infrastructure operations at CIBC.
Lead a highly technical team of up to sixty full-time and contract professionals, overseeing the planning, implementation, and continuous improvement of enterprise infrastructure services.
Drive operational excellence, risk mitigation, and alignment with ITIL and IT Service Management best practices.
Ensure CIBC’s infrastructure remains secure, resilient, and competitive, while enabling transformation, change, and application delivery.
Collaborate closely with senior executives, internal partners, and external vendors to advance technology strategies, support business initiatives, and manage complex projects.
Foster a culture of collaboration, continuous improvement, transformation, and automation—including the integration of AI and modern practices—to build and evolve high-performing, diverse teams.
Ensure robust processes, business continuity plans, and effective incident, problem, and change management are in place to meet evolving business needs.
Drive measurable outcomes and service excellence, optimize resources and budgets, and maintain compliance with regulatory and cybersecurity requirements.
Elevate the experience for CIBC’s clients and internal stakeholders.
Set the direction for IT service management and infrastructure operations, ensuring alignment with CIBC’s business objectives and ITIL/ITSM industry best practices.
Apply critical thinking and attention to detail to inform decision-making, proactively identify opportunities, and drive planning, implementation, and continuous improvement of enterprise infrastructure services to support transformation, change, and application delivery.
Build and maintain strong relationships with executive leadership, internal business partners, and external vendors, especially during challenging situations.
Attract, develop, and retain top talent by fostering an inclusive, high-performing environment.
Mentor others, champion new approaches to hiring and team development, and use analytical skills to influence and manage expectations.
Drive operational excellence through continuous improvement and automation, leveraging AI, innovative practices, and emerging technologies to enhance service delivery, efficiency, and resilience.
Adapt to new tools and trends, evolving processes, and championing change to foster a culture of collaboration and transformation.
Ensure robust incident, problem, and change management processes are in place, including root cause analysis and risk mitigation actions.
Maintain and test business continuity and disaster recovery plans.
Uphold compliance with CIBC policies, standards, and regulatory requirements to ensure infrastructure remains secure, resilient, and competitive.
Assess risks and implement effective solutions.

Benefits

competitive salary
incentive pay
banking benefits
a benefits program
defined benefit pension plan
an employee share purchase plan
a vacation offering
wellbeing support
MomentMakers, our social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development