AVP, IT Operations
As our AVP, IT Operations, you will provide leadership and management of the Technology Operations function utilizing an Information Technology Infrastructure Library (ITIL) framework. You will ensure the adoption and implementation of operations best practices. You will design, develop and implement service delivery strategies, rigorous, standardized processes and support services that are aligned to the business, minimize operational risk, and support the customer’s business requirements providing measurable value.
You’re great at... Leading, directing and providing oversight to the management of daily operational support activities including: All corporate & commercial Technology including; Digital Workspace (Helpdesk), Service Management (Incident Response, Change Management), and Process & Tools (ServiceNow) Providing leadership on the day-to-day management of vendor outsourcing contracts and relationships for technology-related architecture, infrastructure, and systems maintenance to ensure effective operational support from outsourcing agreements including the support for our dedicated resources that support Interac Platforms. Leading our 24/7 Integrated Operations Center with a mandate to ensure the health of our payments platforms with a focus on continuous improvement Directing, managing, and chairing service committee meetings and processes for all products and services to ensure effective support and relationships with clients at the operational level. Preparing strategic operational plans, managing operating plans and budgets, and providing measures of total cost of ownership. Directing and providing oversight to the management of service delivery functions including: Service Level Management, Availability Management and Capacity Management. Providing direction and oversight for the creation and maintenance of Business Continuity plans for critical Operations functions ensuring that pre-determined and agreed levels of service are met to support business requirements for customers following an interruption to the business. Providing direction and oversight to operations Service Lifecycle and Transition Management – developing team’s capabilities for transitioning new and changed services into Operations, ensuring the requirements are aligned with service strategy, service design and implemented effectively in Operations while minimizing operational risk and meeting service levels. Providing direction and oversight to the creation and maintenance of the Operations Framework and Service Catalog documents as a central source of information on the operations support processes and services delivered to the customer. Providing direction and oversight to the creation and ongoing maintenance of all supporting documentation for Operations area. Providing direction and oversight on achieving effectiveness and efficiency in the delivery and support of services to ensure measurable value for clients and internal stakeholders. Embedding Continual Service Improvement practices in all operations areas – create and maintain value for customers through better design, introduction, and operation of services, linking improvement efforts and outcomes with strategy, design, transition, and operation of the services. Ensuring an integrated and transparent approach to decision-making involving leadership within the Technology, Development, and Operations team.
Who are you? You have a post-secondary degree in Computer Science and/or Information Technology, or equivalent work experience You have ten (10) to twelve (12) years of progressive experience in an IT Operations role You have seven (7) + years’ management experience, managing diverse projects and employee groups You have experience in the payments industry or financial services (this is preferred) You have strong leadership skills to organize, enable and engage employees You have experience in full system development lifecycle for major/multiple projects You have excellent working knowledge of security audit standards as set out in the SOX, SAS 70, 5900 and PCI standards You have excellent working knowledge of device hardening standards including computer systems, and payment systems You have considerable project management experience in developing business systems, applications, solutions You have excellent knowledge of client-server and network technologies You have knowledge of the financial services industry, the organization, its businesses, their strategies, plans, current initiatives You have excellent oral and written communications skills, consultation, presentation, and program/project management skills to lead development of systems/applications/solutions, obtain buy-in, provide immediate status reports, advice to executive, business managers You have thorough knowledge of the principles and practices of performance management and performance measurement systems as they relate to service delivery and value You have strong planning, analytical & critical thinking, organizational, change management, team leadership, meeting management and facilitation skills You have excellent problem-solving skills, ability to find the simplest solution to meet what is needed You have the ability to deal at all levels of the organization, with external stakeholder organizations, and with outsourced networking and development organizations You have solid decision-making, problem resolution, conflict management and negotiation skills to deal with staff and project/participant issues You have a solid relationship management practices with the demonstrated ability to build sustainable working relationships
How we Work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:
Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
Core Values: They define us. Living them helps us be the best at what we do.
Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
Education: To ensure you are the best at what you do we invest in you
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