director, business applications support - Montreal - BDC Capital

Description

We Are Banking At Another Level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC As Your Employer Also Means

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few
• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
• A hybrid work model that truly balances work and personal life
• Opportunities for learning, training and development, and much more...

Explore the BDC Way in our Culture Book.

Position Overview

The Director, Business Applications Support ensures the performance, reliability, and evolution of the organization's business application ecosystem. He or she leverages the team's expertise to deliver high‑quality operational support, optimize processes, and enhance the user experience. Acting as a strategic bridge between business lines and IT, the incumbent adopts a forward‑looking approach guided by a vision of continuous modernization, innovation, and proactive improvement of application solutions. He or she ensures that business applications evolve in a coherent and integrated manner, providing a seamless and harmonized user experience that supports operational efficiency and productivity across the organization.

Exercising influential leadership, the Director is responsible for advancing the organization's maturity toward a data‑driven, automated, and value‑focused model, positioning the team as a key enabler that catalyzes innovation, continuous transformation, and sustained alignment with organizational objectives.

Challenges to Be Met

Strategy, Vision, And Governance

• Define and communicate a clear strategic vision for application support and the evolution of the team's mandate, aligning priorities with business objectives.
• Adopt an integrated approach to the use of applications within Operations business processes, maintaining up‑to‑date knowledge bases (BDCpedia) and support mechanisms.
• Define the mission, establish effective governance, and ensure alignment with IT, product owners, and stakeholders to guarantee consistency and synergy in application support.
• Influence the roadmap using incident data and foster a culture of continuous improvement.
• Strengthen integration with IT/development (sharing recurring pain points, participating in prioritization) and, where appropriate, assess closer alignment between Operations and IT.

Operational Management And Incident Handling

• Oversee ticket triage, prioritization, and assignment using intelligent and automated triage (criteria, decision trees, auto‑categorization/routing in ServiceNow).
• Ensure smooth escalation, end‑to‑end resolution, and ownership of major Production incidents, including regular communications with stakeholders and the COO.
• Ensure release stability, operational continuity, and establish contingency plans (vacations, major incidents).

Processes, Knowledge, And Tools

• Clarify, document, and formalize roles and responsibilities (R&R), update SOPs, redesign the incident management process, and build a centralized, accessible knowledge base via ServiceNow/BDCpedia.
• Inventory workarounds and leverage advanced ServiceNow capabilities (standardized workflows, automation, proactive notifications, and AI enablement where appropriate).
• Deploy shared KPIs and operational dashboards for real‑time management: workload balancing, bottleneck detection, and decision support.
• Maintain BDCpedia and adapt the knowledge base to sales practices, the risk framework, and the needs of frontline teams.

People Development And User Communication

• Increase first‑level support capacity through targeted training and the development of a specialist pool; structure onboarding and succession planning.
• Ensure adequate functional and technical expertise for application support, maintenance, development, and customization.
• Proactively inform users of progress, clarify the team's mandate and preferred channels (self‑service portal, routing to the service desk for inbound calls), and promote talent versatility within the team.

What We Are Looking For

• Bachelor's degree in Business Administration, Operations, Compliance, or a related field.
• 8 to 10 years of progressive experience in sales operations management or business support leadership roles.
• Strong understanding of sales, the CLICS system, and related applications.
• Proven expertise in incident management and continuous improvement, with experience in complex, multi‑application environments.
• In‑depth understanding of IT functions; strong proficiency with ServiceNow and Microsoft 365 platforms, including Dynamics 365 (an asset).
• Inspiring leadership, strong cross‑functional influence, and stakeholder management skills.
• Strong analytical and anticipatory skills, customer‑centric mindset, and excellent problem‑solving abilities.
• Bilingualism in French and English required.

Proudly one of Canada's Top 100 Employers and one of Canada's Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.

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