Senior Technical Lead

Permanent Full Time

• Build and maintain senior level relationships with leaders across multiple groups in the organization, for the purpose of influencing technology directions and promoting effective collaboration
• Collaborates with multiple business unit leaders across divisions to anticipate and respond to customer inquiries about technology capabilities and service expectations
• Ensure leaders and team members work together to drive performance and that high expectations are delivered within the values of the organization

• You will lead a team and manage a complex portfolio with multiple products in a technology environment for either the Individual / Advisory Network or Group Customer technology groups
• Create goal clarity, role and accountability clarity, and provide direction on decision rights and accountabilities
• Lead a team to meet and exceed market-leading service standards for application support, production and maintenance, and technology services delivery, while ensuring high performance and engagement
• Identify opportunities (processes, training, systems) to retain and transition knowledge to enhance individual and team effectiveness

• Consult with architects and business leaders on the best strategy and options to meet client and business objectives. Implement, maintain and enhance applications and technology.
• Ensure applications availability and resources are aligned with current and future support needs through the development of roadmaps and use of metrics.
• Monitor applications for health and security concerns to evolve the roadmap
• Responsible for all aspects of application support, with recommendations on maintenance of application health and effectiveness based on assessments
• Accountable for maintenance, support, and availability of on premise systems and, 3 rd party operated systems supporting the Business Unit. Application support responsibilities include break/fix, upgrades, patches, support optimization, continuous improvement, maintaining 3 rd party operated application relationships and, 2 nd level support
• Keep current on industry technology direction and best practices
• Contribute to the annual business planning process by providing a financial view of application support

• Post-secondary degree/diploma in business or computer science or equivalent experience.
• A minimum of 6 to 9 years’ industry related experience supporting technology platforms and delivering projects/products to enable businesses capabilities in the group customer and/or individual customer and advisory network department
• Agile Leadership experience in a technology environment
• A Change Leader with experience in driving a high performance culture and advocating the culture changes within the business unit.
• Excellent leadership skills with the ability to hire, inspire, train/develop, performance manage and drive high employee engagement
• Ability to deal with ambiguity and flexibility of approach
• Strong relationship building and influencing skills
• Excellent written and verbal communication skills to prepare communications and interact effectively with all levels, technical and non-technical within the organization.
• Demonstrated experience in challenging the status quo and identifying areas of operational improvement (example: people, process, technology).
• Preference and experience working in a complex environment that rapidly evolving, and ambiguous with high expectations for excellence and achievement
• Able to be "hands-on" with support, but also have a strategic / business mindset
• Experience of working with Agile/Dev Ops methodology is desirable
• Experience with Service Now platform and ITIL…