Service Delivery Manager

Application Deadline:

11/30/2026 Address:
VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMO Job Family Group:

Technology
Join the Critical Services, Release and Technology Risk Management team, which brings together release management, capacity and performance management, technology risk and controls, core vendor governance and service delivery functions. This team leads the day-to-day management of applications and works closely with key partners to ensure a balanced risk-based approach to our strategy execution. Within this team, the Service Delivery Management group provides an end-to-end customer-centric view on how services are delivered, ensuring that business outcomes are measured and service targets are met.

As a Service Delivery Manager (SDM), you will be the focal point for major issue management, participating in incident restoration, providing communication to stakeholders and driving investigations and improvement plans. You will liaise with business and technology partners to understand problems and opportunities and will oversee service availability, and service improvement plans on behalf of the business partners to ensure that Service Level Agreement commitments are met. Your ability to drive operational efficiency and your understanding of business vision, objectives and key performance indicators will contribute to the organization’s overall business results.

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

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Provides strategic input into business decisions as a trusted advisor.

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Manages complexity across business value, technology and interaction models.

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Recommends and implements solutions based on analysis of issues and implications for the business.

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Identifies emerging issues and trends to inform decision-making.

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Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.

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Helps determine business priorities and best sequence for execution of business/group strategy.

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Acts as the prime subject matter expert for internal/external stakeholders.

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Monitors and tracks performance, and addresses any issues.

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Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

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Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.

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Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.

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Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.

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Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.

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Supports deployment activities, managing implementation issues to resolution.

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Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.

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Monitors technical infrastructure, applications and/or business transactions through automated syste