Manager, IT Operations

TD Bank; Old Toronto; On-site; CAD 91,000 - 137,000; Full time

Job summary

An established industry player is seeking a skilled IT Operations Manager to oversee product and service management. In this pivotal role, you will drive incident and change management while ensuring service availability and operational excellence. Your expertise will guide a talented team, fostering a culture of innovation and productivity. With a commitment to professional growth, this organization offers a comprehensive rewards package and opportunities for career advancement. If you are passionate about technology and customer experience, this is your chance to make a significant impact in the financial sector.

Benefits

Health Benefits

Retirement Plans

Paid Time Off

Career Development Programs

Mentorship Opportunities

Qualifications

• 7+ years of relevant experience in IT operations and management.
• Undergraduate degree or Technical Certificate required.

Responsibilities

• Manage operations and support for IT products and services.
• Oversee incident management and ensure service availability.
• Lead and manage teams to deliver results and improve processes.

Skills

Incident Management

Problem Management

Change Management

IT Solutions Development

Crisis Management

Education

Undergraduate Degree

Graduate Degree

Job description

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$91,200 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are key features of the colleague experience at TD. Our compensation policies are designed to allow colleagues to progress through the salary range over time as they advance in their roles. The actual base pay offered may vary based on skills, experience, knowledge, location, and organizational needs.

Candidates are encouraged to discuss compensation details openly with recruiters for more specific information.

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

• Manage operations, support, and management of products, systems, applications, and services for clients to meet business objectives.
• Drive incident, problem, and change management, ensuring production readiness for new environments, and promote automation and capacity management.
• Oversee production of operational and service availability metrics.
• Ensure timely resolution of user/client processing issues.
• Manage crisis situations, coordinate escalation and recovery processes.
• Coordinate post-incident reviews and service quality assessments.
• Support and lead in developing strategic directions.
• Work with clients to develop IT solutions that meet or exceed objectives.
• Manage system integration and ensure high-quality service and support.
• Lead environment development, testing, debugging, and performance analysis.
• Maintain a database of environments for applications.
• Research and innovate, making build/buy/reuse decisions for system components.
• Conduct IT planning with clients, prioritize activities, and allocate resources.
• Negotiate project deliverables, timelines, costs, roles, and milestones.
• Maintain close relationships with clients to stay aligned with their needs.
• Measure service levels, analyze trends, and take appropriate actions.
• Identify and partner with vendors for IT services, developing business cases and RFPs.
• Manage vendor relationships and ensure effective communication.
• Act as a solution integrator, providing flexibility and technical guidance.
• Communicate project status and escalate issues timely.
• Provide expertise in system strategy, architecture, and design.
• Share insights on industry trends and promote IT awareness.
• Support deployment and troubleshooting for various processes.

SHAREHOLDER

• Set operational standards and ensure services are built for manageability.
• Monitor service levels, analyze trends, and improve processes.
• Coordinate operational schedules and incident management 24/7.
• Minimize risks and focus on process improvements.
• Follow change management disciplines.
• Maintain compliance with regulations and standards.
• Develop business cases emphasizing reusability, scalability, and innovation.
• Establish project teams and ensure timely delivery within budget and quality standards.
• Conduct testing, quality assurance, and post-implementation reviews.
• Improve delivery timeliness while balancing quality and cost.
• Manage costs and budgets for IT activities.
• Ensure compliance with disaster recovery and business continuity plans.
• Stay current with industry and business trends.

EMPLOYEE / TEAM

• Lead and manage the team, setting targets and delivering results.
• Develop team expertise aligned with business needs.
• Foster a culture of productivity, innovation, and professionalism.
• Provide coaching, development, and performance feedback.
• Identify and implement productivity enhancements.
• Build effective relationships across business and technology partners.

BREADTH & DEPTH

• Manage multiple teams/projects with increasing complexity.
• Work independently and develop strategic plans.
• Manage system enhancements and projects of moderate scope.
• Lead teams of up to 25 IT professionals.
• Manage projects, financials, and advocate for architecture reusability.
• Handle problem resolution and operational strategies.
• Typically report to a Senior Manager or Executive.

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate.
• Graduate degree preferred.
• 7+ years relevant experience.

Who We Are:

TD is a leading global financial institution, the fifth largest bank in North America. We serve over 27 million households and businesses worldwide, with more than 95,000 colleagues committed to our vision to Be the Better Bank and our purpose to enrich lives.

We prioritize customer experience and innovation, supporting colleagues through development programs, mentorship, and training to help realize their potential.

Our Total Rewards Package

Includes base salary, variable pay, health benefits, retirement plans, paid time off, discounts, career development, and recognition programs. More info at this link.

Additional Information:

We support career growth through development conversations, training, and benefits. This job complies with provincial employment regulations. Each province or territory may have specific regulations.

Colleague Development

We offer career paths, learning platforms, mentorship, and support to help colleagues grow and succeed.

Training & Onboarding

We provide comprehensive training and onboarding to ensure success in your new role.

Interview Process

We will contact suitable candidates for interviews and aim to communicate outcomes promptly.

Accommodation

We value accessibility. Please inform us if accommodations are needed during the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet

We adhere to laws prohibiting discrimination based on race, color, sex, sexual orientation, gender identity, origin, religion, age, pay, disability, or genetic information.