Sr. Director, Service Delivery

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

As the Senior Director, Service Delivery  you will oversee the delivery and operational management of all Technology platforms by ensuring adherence to technology operational standards, controls and business requirements in accordance to the enterprise service quality objectives.

This role is highly focused on ensuring operational excellence, improving service reliability, and leading the resolution of complex incidents that impact service delivery. This encompasses leading the 24x7x 365 Service Delivery functions such as;  Incident management, Change management (oversight), Problem management, Security management, Contract & SLA management, Vendor management, Budget and Financial management, Capacity Management, Monitoring solutions, Audit (Compliance and Control standards), Operational Reporting and Ongoing operational efficiency. 

As the Senior Director, you will also lead a team that drives the execution of service delivery and incident management strategies, ensuring the highest levels of availability, performance, and customer satisfaction across the technology systems in scope.
 

The ideal candidate will have extensive experience in managing large-scale technology environments internally or vendor developed and managed, a deep understanding of service delivery (including ITIL) management frameworks, and a proven track record of optimizing operational processes.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time.

How you'll succeed

• Operational Excellence: Oversee the operation of all in-scope technology systems and ensure they are optimized for reliability, efficiency, and performance. Ensure that all systems are highly available, meeting or exceeding agreed-upon SLAs for uptime and reliability while working closely with cross functional partners, vendors to proactively address performance bottlenecks and minimize downtime.

• Service Delivery Monitoring: Lead and Establish key performance indicators (KPIs) for systems, focusing on metrics such as uptime, incident resolution time, monitor real-time performance and ensure team is taking corrective actions as necessary.

• Incident Management, Problem Resolution & Communication: Oversee and Manage end-to-end process of identifying, triaging, and resolving incidents impacting Contact Centre technology. Act as the escalation point for critical incidents, ensuring timely resolution and minimal impact. Ensure team is leading post-incident reviews and root cause analysis to identify underlying issues and prevent future occurrences. Ensure clear, timely, and effective communication to all stakeholders, including leadership, operations teams, and external vendors, during and after incidents.

• Process Improvement & Continuous Optimization: Lead a highly agile team to work on initiatives to improve overall system stability, reduce failure rates, and enhance overall service quality. Enable the team to proactively identify opportunities to streamline and optimize platforms. Implement best practices for incident management, change management, and service delivery to increase efficiency and reduce service disruptions.

• Cross-Functional Collaboration & Stakeholder Engagement: Collaborate closely with leadership, cross functional partners and other business units to ensure alignment between technology operations and Business objectives. Manage relationships with third-party vendors and service providers to ensure that technology platforms are delivered on time, within budget, and meet performance expectations. Provide regular updates to senior leadership and key stakeholders on the status of technology operations, incidents, ongoing improvements, and performance metrics.

• Team Leadership & Development:  Foster a culture of operational excellence and grow a team of technology experts focused on incident management, service delivery, and operations. Provide coaching, mentorship, and development opportunities to ensure the team’s growth and success. Ensure that the right resources are in place to meet operational demands, while maintaining budgetary control and efficiency.

Who you are

• You have experience. You have 10+ years of Technology experience in both delivery and operations, ideally in Contact Centre and client/frontline facing Technology Operations and have solid experience developing and implementing strategic team goals.

• You have Technical expertise. You have a proven track record in managing large-scale, complex Contact Centre technology systems, with experience overseeing critical incident management and ensuring system reliability and performance. You have In-depth understanding of ITIL, CCaaS, CRM, IVR, WFM, client servicing desktop applications and platforms, JAVA, .NET, CRM custom applications  platforms, and knowledge management systems.

• You have Leadership experience. You have at least 5 years of experience in a leadership role with proven ability to lead, motivate, and develop high-performing teams, fostering a collaborative and accountable work environment. You also have leadership experience in driving transformation to enable meeting business and technology objectives and priorities

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• 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.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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 Mailbox.careers-carrieres@cibc.com

• 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 tests (such as simulation, coding, French proficiency, MS Office). 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.

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