Job Description

Role: Service Delivery Manager [Domain: Banking (Wealth Management highly preferred)]
Location: Toronto Downtown, ON (Onsite 5 Days/Week)
Type: Contract

Experience: 10+ Years

Job Summary: We are seeking an experienced Service Delivery Manager with strong expertise in Banking operations and technology delivery. The ideal candidate will have hands-on experience managing end-to-end service delivery, vendor coordination, incident/problem/change management, and ensuring service excellence against SLAs. Experience in Wealth Management or Investment/Asset Management platforms is highly desirable.

Key Responsibilities:

• Manage day-to-day IT service delivery , ensuring SLAs, KPIs, and performance metrics are consistently met.
• Lead and coordinate incident, problem, and change management activities across cross-functional teams.
• Oversee service performance trends and proactively identify areas for improvement and risk mitigation.
• Collaborate closely with Business Stakeholders, Technology Teams, Vendors, and Support Teams to ensure seamless operations.
• Ensure ongoing compliance, audit controls, and governance across service processes.
• Drive continuous improvements, standardization, and automation where applicable.
• Prepare and deliver weekly/monthly service performance reports to leadership.
• Conduct root cause analysis (RCA) and lead post-incident reviews.
• Manage stakeholder expectations and serve as the primary point of escalation for service-related issues.

Must-Have Skills:

• Overall IT Experience: 14-18+ Years
• 8 10 years of experience in Service Delivery / IT Operations roles.
• Strong background in Banking domain (Wealth Management highly preferred).
• Proven experience managing incident/problem/change management processes (ITIL v3/v4 knowledge or certification preferred).
• Excellent stakeholder, vendor, and communication management skills.
• Hands-on experience working with ticketing tools (ServiceNow or similar).
• Ability to work onsite 5 days/week in Toronto Downtown.

Nice to Have:

• Experience supporting Wealth Management platforms (e.g., Charles River, Broadridge, FIS, Temenos, or similar).
• Exposure to cloud-based or hybrid infrastructure environments.
• Project coordination or delivery oversight experience.

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