IT Service Delivery Lead

Overview

We are seeking an IT Service Delivery Lead to join our GWAM Team within the Segment Tech function  this pivotal role, the leader will need a strong track record of managing high‑performing teams and driving end‑to‑end delivery of technology solutions aligned with global strategic objectives. The leader will partner with MBPS management, Business Units, and cross‑functional stakeholders to ensure seamless execution of digital initiatives, operational excellence, and continuous improvement.

• Effectively partner with the co‑Leaders/Senior Leaders/Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
• Effectively manage daily operations on the assigned team by coordinating efforts with peers onsite and multisite, including Business Unit and stakeholders.
• Provide management input regarding staff performance, identify training gaps and development opportunities.
• Discuss Business Unit feedback on a real‑time, daily, weekly, and monthly basis with the team.
• Adapt to Business Unit strategy and align with any changes to the Team Member, particularly with the support model and goals.
• Conduct regular coaching, performance assessment and quarterly updates of the individual development plan of each staff member.
• Liaise with supporting departments to optimize service delivery; coordinate and relay information; identify potential problem areas and resolve or elevate them.
• Review, collect, and summarize operational metrics monthly and conduct business/governance reviews with stakeholders.
• Ensure that team documentation (SLA, SOP, Statement of Work, Operational Management, etc.) are up to date and meet company standards.
• Review, analyze and recommend improvements for capacity management in terms of workload and utilization.
• Perform SLA analysis and implement process improvements to further enhance team performance.
• Review performance incentives for the team.
• Manage and participate in projects and other duties as required.
• Work closely with the training department to support ongoing training initiatives for the team.
• Partner with HRM on HR issues and concerns, including disciplinary action cases.
• Amenable to work on a hybrid setup (3x a week onsite) and in any shift schedule assigned (morning/mid‑shift, with flexibility based on business need).

• Five (5) or more years of IT experience with a bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• Demonstrated innovative and process‑improvement mindset aligned with emerging technology.
• Strong organizational, multi‑tasking and time‑management skills with the ability to adapt to changing environments and strategies, work independently, and meet tight deadlines.
• Expected to perform as an effective leader by setting goals, providing feedback, and defining accountabilities for staff.
• Excellent escalation handling, coaching, planning, organizing and performance‑management skills.
• Able to build and maintain honest, ethical and fair relationships with direct reports, peers, supervisors and customers.

• Leadership experience in the IT/Investment industry.
• Excellent analytical, problem‑solving, and communication skills (both written and oral).
• Team‑oriented yet able to work independently; proven ability to multitask both independently and within a team.
• Ability to understand business process requirements and use technology to conceptualize and implement creative solutions.
• Client‑ and action‑oriented, creative and proactive thinker.

We empower you to learn and grow the career you want. We recognize and support you in a flexible environment where well‑being and inclusion mean more than just words. As part of our global team, we support you in shaping the future you want to see.

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and their lives better.

Manulife is an Equal Prospect Employer. At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop…