Senior Consultant, Employee Technology Services

CIBC; Toronto; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Employee share purchase plan

Pension plan

Vacation offering

Wellbeing support

MomentMakers recognition program

Purpose Day

Job summary

CIBC is seeking a Senior Consultant in Employee Technology Services in Toronto to lead automation and continuous improvement initiatives that enhance the employee digital experience.

You will partner with senior leaders, shape roadmaps, and manage internal client and vendor relationships while delivering measurable benefits and cost savings in a digital-first transformation.

Qualifications

• You have 5+ years of experience in technology service management, process improvement, and requirements delivery.
• You’ve identified risk mitigation strategies and standardized deliverables using service management frameworks.
• You actively advance best practices across technology initiatives and drive measurable value.

Responsibilities

• Provide strategic leadership and cross-functional partnership across technology teams.
• Guide technology planning, risk analysis, and performance from requirements through delivery.
• Lead process improvement and change management initiatives with timelines and estimates.
• Validate requirements and ensure alignment with governance and quality standards.
• Coordinate with internal clients, vendors, and service providers for value delivery.
• Apply ITIL/ITSM best practices to optimize governance and delivery, including ServiceNow Catalog/Request Management.

Skills

Technology service management

Process improvement

Requirements delivery

Leadership

Cross-functional collaboration

Tools

ITIL

ITSM

ServiceNow

Job description

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. To learn more about CIBC, please visit CIBC.com

What you’ll be doing

Employee Technology Delivery and Adoption is on a mission to ignite and sustain employee satisfaction by improving workplace experiences through thoughtful technology support strategies. As a Senior Consultant, Employee Technology Services, you’ll provide leadership and subject matter expertise across automation and continuous improvement initiatives that enhance the employee digital experience. You’ll support the ideation, delivery, and benefit tracking of technology releases, using data analysis, requirements documentation, partner engagement, and process change management aligned to established frameworks. You’ll collaborate with senior leaders and cross-functional partners to identify opportunities within technology services, develop plans that support future fiscal savings, and track ongoing benefits realization. You’ll also simplify complex information through clear, data-driven storytelling while helping manage internal client, vendor, and service provider relationships to deliver strong service outcomes and advance CIBC’s digital-first transformation roadmap. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Strategic leadership & partnership - Build strong cross-functional relationships across and beyond the technology team, and provide leadership and influence in a matrixed environment to support long-term automation and optimization roadmaps.
• Advisory & delivery support - Guide teams and stakeholders on technology planning, risk analysis, and performance throughout the initiative lifecycle, from requirements gathering through implementation and post-implementation review.
• Process improvement & change management - Identify opportunities to improve processes, communicate recommendations with supporting timelines and estimates, and lead current-state and future-state analysis to support effective change.
• Requirements & governance - Validate business and technical requirements, identify gaps, and ensure deliverables align with service management frameworks, quality standards, and governance expectations.
• Vendor & service relationship management - Coordinate effectively with internal clients, vendors, and service providers to manage service expectations, strengthen collaboration, and support timely issue resolution.
• Technology service management expertise - Apply knowledge of Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM), and digital service best practices to support optimization, governance, and delivery, including ServiceNow Catalog and Request Management practices.

Who you are

You can demonstrate experience. You have 5+ years of experience in technology service management, process improvement, and requirements delivery. You have experience identifying and actioning risk mitigation strategies, standardizing deliverables through appropriate service management frameworks and methodologies, and advancing best practices across technology initiatives. You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life. You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity. You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way. You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best. #LI-TA

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck. We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program. Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients. We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development. *Subject to plan and program terms and conditions

What you need to know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [e-mail] CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit. We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location Toronto-81 Bay, 14th Floor Employment Type Regular Weekly Hours 37.5 Skills Analytical Thinking, Client Service, Leadership, Project Controls, Project Delivery, Project Management, Project Planning, Technology Operations At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.