Banking IT Service Delivery Manager

Tata Consultancy Services; Toronto; On-site; CAD 100,000 - 120,000; Full time

Job summary

Tata Consultancy Services Canada is seeking an experienced application support professional to maintain high service levels and drive improvements across banking-related IT services. You will own incidents, coordinate with resolution teams, and ensure compliant, scalable service delivery while communicating with stakeholders globally.

The role requires strong ITIL knowledge, banking domain experience, and a proactive, collaborative mindset.

Qualifications

• Experience in application support on Microsoft tech stacks such as Windows, .Net with strong understanding of IT systems, infrastructure.
• Have worked in banking industry.
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure efficient delivery of services including incident, problem, change and service level management.
• Strong interpersonal and communication skills to build and maintain client relationships and manage expectations throughout service delivery.
• Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• A mindset of continuous improvement with ability to identify improvement areas and drive efficiency.

Responsibilities

• Maintaining high performance levels for service-related processes and implementing improvement activities.
• Taking ownership of critical incidents, coordinating with resolution parties, and communicating with stakeholders for post-incident reviews.
• Ensuring systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Provides production support on application issues and queries while researching and analyzing business and system needs to recommend solutions.
• Provides on-call afterhours support on rotational basis of application, database.
• Flex shift work may be required (day/ afternoon) to help cover workload and balance overtime.
• Lead investigation and analysis of application technical and functional impact, including root cause analysis leading to operational failures.
• Resiliency, patching and software compliance to meet RBC standards.
• Leads detailed design phases for small to large projects identifying, tracking and resolving technical issues.
• Prepares high level and detailed technical specifications for projects per PLC, security and architecture documentation objectives.
• Collaborates with Project Manager to determine the best mix of development and interfacing applications to meet requirements.
• Coordinates with DBA in creating or modifying database structures as needed.
• Communicates effectively with team members, stakeholders and interface groups from initiation to close.

Skills

Microsoft tech stacks

Banking domain

ITIL service management

Relationship management

Project management

Root cause analysis

Continuous improvement

On-call support

Job description

Tata Consultancy Services Canada is seeking an experienced application support professional to maintain high service levels and drive improvements across banking-related IT services. You will own incidents, coordinate with resolution teams, and ensure compliant, scalable service delivery while communicating with stakeholders globally.

The role requires strong ITIL knowledge, banking domain experience, and a proactive, collaborative mindset.