Job Description
Full job description
Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
Technology Solutions
Pay Details:
$+1,200 - $136,800 CAD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Job Description:
Provides expert advice and/or acts in a lead capacity on operational system / applications planning, performance, availability, integration, operations support and release / deployment management.
The incumbent will be responsible for the day-to-day management of services for an LOB for all major incidents as well as other service management responsibilities. Through strong leadership and initiative, the incumbent will take ownership and accountability for the service offerings relative to the growth, availability and cost-effectiveness of the business applications and services working directly and in collaboration with Technology Solutions LOB partners. This includes oversight of new services and changes transitioning to production as well as ongoing service performance delivered within the agreed upon Service Levels.
KEY ACCOUNTABILITIES
Provide oversight for service availability and performance of the defined set of services interfacing with teams across Infrastructure Technology Solutions (ITS) and within the LOB to:
Effectively measure, monitor and report all aspects of service availability.
Provide oversight for major incidents and business impact context.
Provide oversight for problem management action plans.
Manage trends with incident and problem that feed stability initiatives.
Represent and communicate business partner knowledge and business industry perspective to the ITS support teams to continually mature ITS infrastructure services.
Organize appropriate service training as required.
Represent LOB peak season and campaign awareness to the infrastructure support teams.
Provide oversight for transition to operations of all service changes:
Manage risk by monitoring that all new or altered services comply to operational readiness criteria.
Maintain a strong knowledge of the LOB calendar plans and associated service impacts.
Effectively monitor risk +/- complexity to ensure appropriate service support.
Responsible for vendor management on-boarding as an extension of the SCO
Establish collaborative relationships with our TS Partners to ensure alignment of process and procedures that govern all aspect of Service Management
Contribute to LOB Business forecast, planning and strategic initiatives.
Provide afterhours support for incidents and high priority operational items.
CUSTOMER
Define, deploy and/or lead systems / applications and/or technical infrastructure operations to support clients and applications
Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
Manage complex application deployment in load balanced service-oriented environment
May help test, debug, and performance analyze and document environment components
Research/analyze business requirements to evaluate and recommend optimal solutions within business technology architecture; collect environment requirements for infrastructure implementation by analyzing the current system environment, using technical tools and utilities
Develop and configure environments from conceptualization through stabilization using various platforms
Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members
Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
Develop and recommend technical strategies and solutions to maintain and/or expand service levels
Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
Lead / contribute to the project management processes conduct pre and post implementation reviews
Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
Maintain a strong external profile, contributing to leading edge initiatives
Act as an expert resource providing insight and recommendations based on industry and technology trends, system strategy and design
SHAREHOLDER
Review, define, enforce and influence standards and appropriate quality measures/metrics
Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness
May develop and/or contribute to negotiations of third party contracts/agreements
EMPLOYEE / TEAM
Work effectively as a team, supporting other members of the team in resolving critical service issues
Prioritize and manage own workload in order to deliver quality results and meet timelines
Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
Participate in knowledge transfer within the team and business units
Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
BREADTH & DEPTH
Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
Assignments are highly complex and multifaceted
May monitor, coach/ educate a small team of IT professionals
Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors
Generally reports to a Senior Manager or Executive
EXPERIENCE & EDUCATION
Undergraduate degree or Technical Certificate
Graduate degree, preferred
7+ years relevant experience
ITIL certification is an asset
On-call experience
Strong Relationship Management: ability to apply proven business-focus and Service Management best practices to deliver infrastructure technology as a "service" recognizing the service in terms of availability of service, time to market and cost effectiveness.
Incident, Problem, and Change Management
Service Management experience
Production Support experience
Executive communication experience
Executive reporting experience
Strong Microsoft Office skills (Word, PowerPoint, Excel)
Application and Infrastructure knowledge
Pro-active: drive and anticipate problems and opportunities for improvement.
Ability to work independently
Collaborative: formulate continuous improvement strategy and assemble the resources necessary to deliver against plans.
Facilitate and communicate well to manage internal and external relationships to ensure seamless delivery service to the business.
High level understanding of large scale IT environment. (including multiple legacy environments, distributed environments, cloud based environments and data networks spanning North America).
Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than +5,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
Technology Solutions
Pay Details:
$+1,200 - $136,800 CAD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Job Description:
Provides expert advice and/or acts in a lead capacity on operational system / applications planning, performance, availability, integration, operations support and release / deployment management.
The incumbent will be responsible for the day-to-day management of services for an LOB for all major incidents as well as other service management responsibilities. Through strong leadership and initiative, the incumbent will take ownership and accountability for the service offerings relative to the growth, availability and cost-effectiveness of the business applications and services working directly and in collaboration with Technology Solutions LOB partners. This includes oversight of new services and changes transitioning to production as well as ongoing service performance delivered within the agreed upon Service Levels.
KEY ACCOUNTABILITIES
Provide oversight for service availability and performance of the defined set of services interfacing with teams across Infrastructure Technology Solutions (ITS) and within the LOB to:
Effectively measure, monitor and report all aspects of service availability.
Provide oversight for major incidents and business impact context.
Provide oversight for problem management action plans.
Manage trends with incident and problem that feed stability initiatives.
Represent and communicate business partner knowledge and business industry perspective to the ITS support teams to continually mature ITS infrastructure services.
Organize appropriate service training as required.
Represent LOB peak season and campaign awareness to the infrastructure support teams.
Provide oversight for transition to operations of all service changes:
Manage risk by monitoring that all new or altered services comply to operational readiness criteria.
Maintain a strong knowledge of the LOB calendar plans and associated service impacts.
Effectively monitor risk +/- complexity to ensure appropriate service support.
Responsible for vendor management on-boarding as an extension of the SCO
Establish collaborative relationships with our TS Partners to ensure alignment of process and procedures that govern all aspect of Service Management
Contribute to LOB Business forecast, planning and strategic initiatives.
Provide afterhours support for incidents and high priority operational items.
CUSTOMER
Define, deploy and/or lead systems / applications and/or technical infrastructure operations to support clients and applications
Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
Manage complex application deployment in load balanced service-oriented environment
May help test, debug, and performance analyze and document environment components
Research/analyze business requirements to evaluate and recommend optimal solutions within business technology architecture; collect environment requirements for infrastructure implementation by analyzing the current system environment, using technical tools and utilities
Develop and configure environments from conceptualization through stabilization using various platforms
Troubleshoot initial failures, coordination of resolution efforts and communication with appropriate members
Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
Develop and recommend technical strategies and solutions to maintain and/or expand service levels
Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
Lead / contribute to the project management processes conduct pre and post implementation reviews
Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
Ensure appropriate security levels are established and maintained for processes, information exchange and system implementations
Maintain a strong external profile, contributing to leading edge initiatives
Act as an expert resource providing insight and recommendations based on industry and technology trends, system strategy and design
SHAREHOLDER
Review, define, enforce and influence standards and appropriate quality measures/metrics
Ensure systems and operational availability meets or exceeds negotiated service levels, and report results as required
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Assist in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents
Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions
Develop/maintain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness
May develop and/or contribute to negotiations of third party contracts/agreements
EMPLOYEE / TEAM
Work effectively as a team, supporting other members of the team in resolving critical service issues
Prioritize and manage own workload in order to deliver quality results and meet timelines
Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
Participate in knowledge transfer within the team and business units
Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
BREADTH & DEPTH
Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
Assignments are highly complex and multifaceted
May monitor, coach/ educate a small team of IT professionals
Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors
Generally reports to a Senior Manager or Executive
EXPERIENCE & EDUCATION
Undergraduate degree or Technical Certificate
Graduate degree, preferred
7+ years relevant experience
ITIL certification is an asset
On-call experience
Strong Relationship Management: ability to apply proven business-focus and Service Management best practices to deliver infrastructure technology as a "service" recognizing the service in terms of availability of service, time to market and cost effectiveness.
Incident, Problem, and Change Management
Service Management experience
Production Support experience
Executive communication experience
Executive reporting experience
Strong Microsoft Office skills (Word, PowerPoint, Excel)
Application and Infrastructure knowledge
Pro-active: drive and anticipate problems and opportunities for improvement.
Ability to work independently
Collaborative: formulate continuous improvement strategy and assemble the resources necessary to deliver against plans.
Facilitate and communicate well to manage internal and external relationships to ensure seamless delivery service to the business.
High level understanding of large scale IT environment. (including multiple legacy environments, distributed environments, cloud based environments and data networks spanning North America).
Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than +5,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
💡 Quick Summary
Seeking a career-building opportunity? The IT Operations Specialist - Service Manager position is now open for candidates interested in the Bank Jobs sector. This role in Toronto offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
