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BMO Financial Group Service Delivery Manager in Toronto, Ontario


55 Bloor Street West

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Thank you for your interest in BMO Financial Group. We are currently working towards providing a better candidate experience by including all of our job descriptions in both English and French. In the meantime, if this role is located in Quebec and/or New Brunswick please reference the French job description available below the English version. Otherwise please see the job description below in English as per federal language requirements.

Nous vous remercions pour votre intérêt à l'égard de BMO Groupe financier. Nous travaillons actuellement à offrir une meilleure expérience aux candidats en publiant toutes nos descriptions de poste en français et en anglais. Entre-temps, si ce poste est affiché au Québec ou au Nouveau-Brunswick, veuillez consulter la description de poste en français disponible sous la version anglaise. Autrement, veuillez consulter la description de poste ci-dessous en anglais, conformément aux exigences fédérales en matière de langues.

The Service Delivery Manager (SDM) is accountable to ensure efficient, reliable, and available technology service delivery to the NA Treasury & Payment Solutions (TPS) stakeholders. The Service Delivery Manager provides governance and support for TPS to ensure system availability. The Service Delivery Manager is the prime interface for relationship management as it relates to day-to-day service. The Service Delivery Manager is accountable for providing direct and indirect management of TPS service providers to ensure efficient, reliable, and available technology operations service delivery to business partner groups. The Service Delivery Manager oversees service availability and service improvement plans on behalf of business partners to ensure that Service Level Agreement commitments are met.ACCOUNTABILITIES

  • Maintains an understanding of all major problems, issues, trends, and changes in the supported environments.

  • Partners with Technology, Product Operations, LOB executives and senior management to ensure awareness of service issues, trends, and mitigation plans.

  • Continuously seeks improvement opportunities to ensure service availability and TPS platform expectations are managed and met.

  • Facilitates effective working relationships between TPS & technology partners through value-added representation of each business groups service needs, priorities, and issues.

  • 24/7 on-call requirement in support of major incidents coupled with MIRT participation. On-call schedule is on rotation by week.

  • Tracks incidents to ensure root cause is identified, mitigation plans are in place and summaries provided to business partners.

  • Governs control mechanisms for reliable and available service to TPS Platform in accordance with SLAs

  • Acts as escalation point for systemic customer satisfaction issues in TPS

  • Implements standards for technical documentation, incident and problem management, and management reporting

  • Is responsible for ensuring continuity, availability, and service restoration

  • Expedites timely, efficient, and effective resolution of service issues in order to optimize reliability and availability of systems

  • Represents CIO Teams at clients Executives/Senior Management committees and meetings to ensure responsive and comprehensive understanding of issues and opportunities

  • Recommends integrated solutions and opportunities to CIOs and their Senior Managers to increase quality of service and client satisfaction

  • Accountable to ensure timely and effective resolution of service issues for TPS to optimize availability and reliability of service

  • Contributes to BMO Financial Groups overall business results by making recommendations that significantly improve operational efficiency and effectiveness

Qualifications Knowledge:

  • Possesses a university degree/college diploma in related discipline(s) or equivalent work experience, and/or 10+ years experience in operations management position

  • General knowledge of Banks technical environments and supported applications

  • Displays expert knowledge of Bank technology standards and guidelines

  • Demonstrates advanced experience in service level agreements management and vendor relations

  • Is able to achieve results that meet both short and long term business objectives

  • Exhibits a proven track record in achieving or exceeding objectives

  • Maintains an advanced understanding of the T&O organization and stays abreast of the current organizational state

  • Demonstrates advanced knowledge of ITIL framework; Problem Management, Change Management, Incident, Configuration, Release Management and Service Level Management.


  • Possesses expert communication skills, both written and verbal

  • Is able to effectively persuade, convince, and negotiate with influence in order to support platform objective

  • Good understanding of statistical and analytical principles and processes.

  • Practical application of ITSM operational processes.

  • Demonstrates expert relationship management skills, advanced management and coaching skills

  • Proven ability to manage in crisis situations and work under high stress conditions

  • Demonstrates expert problem solving skills

  • Illustrates expert planning and project management skills

  • Exhibits advanced leadership skills

  • Is highly motivated and adaptable

We’re here to help

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

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.

BMO Financial Group Serving customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.