Service Delivery Manager
BMOToronto, Ontario, Canada- Part-time
Application Deadline :
03 / 27 / 2025
Address :
33 Dundas Street West
Job Family Group : Technology
The Service Delivery Manager will actively support and facilitate the use of the Service Delivery Incident and Problem Management processes and procedures. The incumbent will liaison with all internal IT teams, vendors, business representatives and LOB management, coordinating the rapid recovery of incidents in a 24 by 7 environment. The incumbent will coordinate the communication of planned infrastructure outages as well as unplanned major infrastructure problems; ensuring affected users and management receive updates and resolution notifications.
The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution, including leading Root Cause Analysis Investigations.
As a dynamic, interpersonal, and energetic member of the Service Delivery Team, you contribute to the overall support and stability of BMO's IT organization through the effective and efficient execution of the Incident and Problem management processes. You will be a primary representative of the Incident and Problem Management Process within the IT organization.
As the primary IT escalation point for incidents detected by or reported, the role will ensure that the team successfully maintains timelines and corrective actions along with other aspects of the Incident and Problem Management process. You will also be tasked with providing management information and recommendations for service improvement.
Responsibilities
- Manage coordination of incidents and problems using Service NOW system.
- Manage communication process during major incidents
- Work with process owners to develop continuous improvement strategies
- Work closely with other BMO departments, users, clients, and vendors to ensure successful resolution of incidents and problems, and the achievement of customer satisfaction within organizational resources and values
- Implement change, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required
- Chair Weekly Outage Review Meeting
- Schedules, chairs, documents and publishes Technology Led PMIRs;
- Schedules, chairs, documents and publishes RCAs;
- Conducts any other Incident Reviews as required;
- Track action items arising from PMIRs and RCAs;
- Perform Incident trending for proactive problem management
- Documents, assigns and tracks root cause investigation via ITSM tool (Service NOW / Service Now) until closure
- Ensures Problem records data integrity complies with Governance requirements
- Ensure the relation of incidents to problems and follow up with owners of problem tickets to ensure resolution within appropriate timeframes
Job Qualifications :
Salary :
74,800.00 - $138,600.00
Pay Type : Salaried
The above represents BMO Financial Group's pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.
BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit : https : / / jobs.bmo.com / global / en / Total-Rewards
About Us
At BMO we are driven by a shared Purpose : Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https : / / jobs.bmo.com / ca / en .
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters : BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.