Sr. Manager, Service Request Management

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

What Youll Be Doing

As a Senior Manager Service Request Management you will manage the Application Security team. This team is part of the Employee Technology Services department and supports employee access provisioning for over 200 applications across CIBC. As a Senior Manager for this team you will partner closely with Information Security Identity & Access Management (IAM) Access Quality Review and application owners to proactively identify risks and support consistent well-governed access outcomes across enterprise.

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 Youll Succeed

• Leadership & Service Excellence - Lead a delivery team executing on daily weekly deliverables and enhance user experiences. Lead employee request self-service offerings and contribute expending request self-serve to support our mandate. Develop and collaborate on informed decisions & plans to ensure alignment of workstream deliverables

• Relationship Management - Previous experience establishing and maintaining stakeholder relationships across business and technology. Monitor performance metrics and continually drive improvements through open communication with internal teams partners and vendors.

• Analytical & Tech Savvy - Youre able to communicate detailed information in an impactful way. You can proactively manage and monitor the real time data to identify potential problems and related incidents and take preventative action. Analyze data to identify trends for new hire issues or problems which may require changes to procedures standards or systems and to develop resolutions.

• Compliance & Risk Control - Ensure all processes meet compliance and audit requirements proactively identifying and mitigating operational risks.

Who You Are

• You can demonstrate 5 years of experience in access management service request management or related technology operations with exposure to risk controls or governance considerations. You bring a risk-aware controls-focused mindset understanding how access decisions impact security compliance and audit outcomes. You have experience partnering with Security IAM or Governance teams; exposure to IAM or PAM concepts is a strong asset.

• You have an ability to orchestrate activities across multiple workstreams simultaneously identify linkages and priorities and ensure resolution of risks and issues.

• You understand that success is in the details. Ability to assess processes and procedures to determine potential downstream impact to team and partners and provide alternatives or simplify processes to minimize impact

• You embrace and champion change. Use knowledge experience relationships and collaboration determine if services processes or procedures may be modified to suit business needs. Leading the collaboration of a variety of other stakeholders to reach alignment within the organization.

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

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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

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities were 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.

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