Director - US Head of IT Service Management
Director - US Head of IT Service Management
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Job Description
Were building a relationship-oriented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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
As part of the US Technology team the Director IT Service Management is responsible for IT Service Management across Incident Problem Change Capacity Management and Service Desk for the CIBC US Region.
The Director of IT Service Management is responsible for the strategic direction of the US organizations IT Service Management and involves a high level of collaboration across our bank to ensure prompt issue resolution and analyzing trends to ensure incident volumes are kept low. The role provides leadership to the team in evaluating and implementing new methodologies and technologies supported at the enterprise level with linkages to existing technologies policies and procedures while maintaining compliance with regulatory requirements The role drives innovation across all areas of responsibility applying expert interpersonal communication and problem-solving skills. You will collaborate with senior management and cross-functional teams and are expected to drive innovation lead a high-performing team and ensure the continuous improvement of IT Service Management.
CIBC we enable the work environment most optimal for you to thrive in your role. Youll have the flexibility to manage your work activities within a hybrid work arrangement where youll spend 3-4 days per week on-site while other days may be remote.
How youll succeed
Team Management: Lead mentor and develop a team of technical professionals fostering a culture of innovation accountability and continuous learning.
IT Service Management: Oversee regional implementation of an enterprise-wide Incident Problem and Change Management discipline.
Service Delivery and Support: Ensure high levels of customer satisfaction through efficient and reliable end-user services. Oversee the service desk and support teams to ensure timely and effective issue resolution optimizing the technology experience for all employees.
Innovation and Technology Roadmap: Stay updated on emerging technologies trends and best practices in IT Service Management. Drive innovation by introducing ITIL V4 practices that enhance productivity collaboration and technology engagement.
Performance Monitoring and Reporting: Report on KPIs and metrics to track the performance reliability and stability of regional systems. Report regularly to senior leadership on the progress challenges and successes of IT Service Management.
Communication: You possess strong communication leadership and interpersonal skills enabling effective collaboration with cross-functional teams and the ability to convey technical concepts to non-technical stakeholders. Additionally you are adept at utilizing various approaches and tools to foster cooperation resolve issues and drive initiatives across Technology Operations and Application Development teams while engaging with internal business partners and leadership
Who you are
You demonstrate 10 years of experience in Technology Infrastructure Management with a strong focus on IT Service Management (ITSM) Transformation and Project Delivery with 5 years in a leadership role preferably within a regulated or Financial Services industry. You have experience with ITSM tooling ServiceNow strongly preferred. You have a Bachelors degree in Computer Science Information Technology Engineering or a equivalent experience.
You are also a certified professional. Certification in ITIL Foundations is ideal. Experience in process engineering and knowledge of banking regulations and standards such as FFIEC PCI-DSS or GDPR is an asset.
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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
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.
Job Location
Toronto-81 Bay 4th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking Communication Information Technology Management IT Service Management (ITSM) Leadership People Management Services Management Service Standards Strategic Direction Technical Support Technology Implementations Technology Operations Troubleshooting Work CollaborativelyRequired Experience:
Director
Employment Type
Full-Time
