Director, Infrastructure Managed Services

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In this role, you will:

• Leads and drives a customer-focused, resilient infrastructure services model by overseeing outsourced service providers and ensuring alignment with enterprise strategy, regulatory expectations, and risk frameworks.

• Strategic Leadership:
- Provides executive ownership of the infrastructure outsourcing model, defining long-term strategy aligned to enterprise technology and business priorities
- Acts as the single point of accountability for the health, sustainability, and evolution of managed service relationships
- Drives continuous improvement through sourcing strategy optimization, service maturity progression, and commercial efficiency
- Ensures outsourced services support enterprise priorities including cloud adoption, modernization, and platform standardization.

• Vendor and Contract Management:
- Owns primary commercial and operational relationships with managed service providers, including executive governance forums
- Ensures contractual obligations, SLAs, KPIs, pricing structures, and incentive mechanisms are actively managed and enforced
- Leads major contract lifecycle events, including renewals, renegotiations, scope changes, remediation plans, and dispute resolution
- Partners with Procurement and Legal to manage vendor risk, commercial exposure, and compliance with outsourcing standards

• Service Performance and Operations:
- Ensures infrastructure services (compute, storage, network, workplace, cloud, data centres) meet defined availability, performance, capacity, and recovery objectives
- Oversees service management disciplines including incident, problem, change, and major incident management
- Drives service transparency through robust metrics, dashboards, and executive-level reporting
- Ensures effective service integration across multiple providers and internal teams

• Risk, Resilience and Regulatory Compliance:
- Ensures outsourcing arrangements comply with regulatory expectations (e.g., OSFI B-10, third-party risk, operational resilience requirements)
- Maintains a strong control environment across operational risk, cyber risk, data protection, business continuity, and disaster recovery
- Accountable for identification, escalation, and remediation of material outsourcing risks and control gaps
- Supports regulatory reviews, audits, and external assessments related to outsourced services.

• Financial and Value Management:
- Owns oversight of infrastructure managed services budget (often $100M+ in large-bank contexts), ensuring cost predictability and optimization
- Tracks and delivers measurable value from outsourcing, including cost efficiency, service quality, scalability, and risk reduction
- Works closely with Finance to forecast, manage spend, and optimize cost models (e.g., consumption-based, unit pricing)
- Ensures benefits realization is tracked and reported at executive level

• Transformation and Change
- Enables infrastructure transformation programs, ensuring outsourced services support cloud, automation, and legacy decommissioning initiatives
- Leads major transitions (e.g., vendor onboarding/offboarding, service tower changes) with minimal disruption
- Ensures robust exit strategies, transition planning, and substitution capabilities to protect operational continuity
- Drives continuous improvement and innovation across vendors

• Stakeholder Leadership
- Acts as a trusted senior partner to Technology, Business, Risk, Compliance, Procurement, Audit, and Finance stakeholders
- Represents the Bank in regulatory interactions related to outsourcing and infrastructure services
- Leads and develops internal teams responsible for vendor management, service integration, and oversight
- Builds a high-performance culture focused on accountability, collaboration, and continuous improvement

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to…