Manager, IT Service Management And Observability

We are banking at another level.

Choosing BDC as your employer means working in a healthy inclusive and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions a Defined Benefit Pension Plan a $750 wellness and health care spending account to name a few

• In addition to paid vacation each year five personal days sick days as necessary and our offices are closed from December 25 to January 1

• A hybrid work model that truly balances work and personal life

• Opportunities for learning training and development and much more...

Explore the BDC Way in our Culture Book

POSITION OVERVIEW

Reporting within IT Services the Manager IT Service Management & Observability is accountable for the governance continuous improvement and operational performance of BDCs ITSM practices and enterprise observability platforms. BDC is the only bank dedicated exclusively to Canadian entrepreneurs and this role plays a critical part in ensuring reliable resilient technology services that support small and medium-sized businesses across Canada. Your work contributes directly to service stability operational excellence and the ability for teams to respond effectively to incidents at scale. At BDC you can be yourself at work while helping the organization think and act differently.

CHALLENGES TO BE MET

• Ensure mature consistent ITSM processes across the organization while maintaining agility in a complex highavailability environment.

• Lead enterprise observability strategy to improve incident detection reduce MTTR and minimize alert fatigue through intelligent monitoring and AIOps.

• Support highpressure major incident situations with calm structured leadership and clear executivelevel communication.

• Partner effectively with Architecture Security DevOps and Product teams to ensure operational readiness for critical services that support Canadian entrepreneurs nationwide.

WHAT WE ARE LOOKING FOR

Required Qualifications

• Bachelors degree in Computer Science Information Technology Business Administration or equivalent professional experience.

• 812 years of experience in IT operations or IT Service Management (ITSM).

• 710 years of handson experience in Incident Management and Problem Management.

• Proven experience owning and maturing ITSM processes including Incident Problem Change and Service Request Management aligned with ITIL best practices.

• ITIL v3 or ITIL v4 certification.

• Handson experience with enterprise observability and monitoring platforms including Splunk and Dynatrace (or equivalent tools).

• Experience defining observability strategy and roadmaps including endtoend monitoring of infrastructure applications and critical services.

• Experience integrating ITSM processes with observability platforms to improve incident detection and resolution.

• Functional ownership experience of the ServiceNow ITSM module including workflow maintenance enhancement and automation.

• Demonstrated experience producing operational and executivelevel reporting on service health KPIs and risk.

• Proven people leadership experience managing and developing multidisciplinary technical teams.

• Strong analytical skills with the ability to translate observability data into actionable insights.

• Ability to remain calm decisive and structured in highpressure operational and major incident situations.

• Bilingual (French and English) with excellent oral and written communication skills.

Preferred Qualifications

• Experience with AIOps capabilities such as event correlation intelligent alerting and alert noise reduction.

• Experience partnering with DevOps Architecture Security and Product teams on operational readiness and service reliability.

• Experience managing vendor relationships budgets and solution roadmaps.

• Experience representing IT Services in Business Impact Analysis (BIA) and Business Continuity Planning (BCP) activities.

• Experience working in Agile delivery environments.

Proudly one of Canadas Top 100 Employers and one of Canadas Best Diversity Employers we are committed to fostering a diverse equitable inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application please do not hesitate to contact us at .

While we appreciate all applications we advise that only the candidates selected to participate in the recruitment process will be contacted.