Senior Manager, IT Service Quality & Data Analytics
Scarborough, ON, CA
5d ago
source :

Title : Senior Manager, IT Service Quality & Data Analytics

Requisition ID : 86743

Join the Global Community of Scotiabankers to help customers become better off.

The team :

You will be part of the Service Quality & Data Analytics team. Global Technology Services provides technology / infrastructure solutions globally to all bank business applications.

Measuring Service Quality helps drive reliable and stable delivery of business applications to our customers. Our mandate is to gather data, analyse and provide insights, and report on Service Quality to execution teams as well as executives, board representatives, and external regulators.

The role :

Reporting to the Director, Service Quality & Data Analytics, the Senior Manager will manage a small team that contributes to the overall success of the Global Technology Services (GTS) by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.

The Senior Manager ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

This role will drive execution of required board and regulatory reporting on IT Service performance for risk identification.

In addition, the role will drive a focus on service quality across GTS through the development and execution of effective dashboards and reporting to measure IT Service performance and identify risks to provide recommendations for areas of focus or investment.

Is this role right for you?

  • You will act as a business process transformation subject matter expert where there is a dependence on data gathering and consolidation from multiple business lines to understand IT Service Performance and key areas of risk to system stability and resiliency.
  • You will innovate to streamline and automate the processes within Service Quality & Data Analytics with an eye to the dimensions of data quality including timeliness, completeness, and consistency.
  • You enjoy interfacing & managing stakeholders and data contributors across multiple business unit and regional reporting processes while providing ongoing support and guidance to global process stakeholders and support teams.
  • Paying strong attention to detail is your forte in providing quality daily, weekly, monthly, and quarterly reporting for various risk departments within the bank, and lines of businesses.
  • The scope includes external regulatory reporting and executive reporting up to and including the board level.

  • You can independently resolve complex, multi-faceted problems to ensure accuracy of availability reporting by applying your process knowledge and communication skills to meet hard deadlines.
  • You embrace being a champion of a customer focused culture; and a high-performance environment.
  • You are a people manager focused on mentoring and maturing your team to deliver higher value results.
  • Do you have the skills that will enable you to succeed in this role?

  • You have at least 8+ years of progressive hands-on working experience as a Business Analysis with a demonstrated focus on process design in an enterprise sized IT operational environments.
  • You bring at least 5+ years of working experience in IT Service Management (ITSM); spanning Service Requests, Incidents, Problems, Changes, Releases and the Configuration Management Databases (CMDB).
  • You have at least 3 years of working experience as a people manager, with demonstrated strong leadership & team building skills to allow for the planning and scheduling of team resources to optimize productivity.
  • Your body of work as a people manager will include demonstrated experience in transforming and streamlining processes within your team, and with areas that you liaise with.

  • You possess superb communication (verbal / written) skills in English in order to connect & present to both technical or business functional stakeholders & leaders.
  • The same in Spanish is an asset.

  • You have at least 3+ years of working experience in writing for an executive level audience & can demonstrate the ability to synthesize quantitative & qualitative information and develop content for this audience.
  • You have proven interpersonal and negotiation skills that allow you to build consensus and obtain co-operation from both support teams and senior management.
  • You are advanced in the use of MS Excel to drive data driven reports to influence decisions. This would include creating / maintaining macros, pivot tables & charts.
  • You are comfortable using SQL to run queries; creating reports / dashboards using Power BI or another data reporting tools;
  • and familiar with programming (C, Java, R, Python, scripting language).

  • You have completed a post-secondary education. You are also ITIL Foundations certified (versions 3 and / or 4). Certification from the International Institute of Business Analysis (IIBA) is an asset.
  • What's in it for you?

  • You will be part of the team transforming the way we do and measure IT services to build reliable and resilient systems for our customers.
  • Your role in data analytics will provide leadership opportunities for you to demonstrate your data focus to identifying insights into areas of improvement.

  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
  • We foster an environment of innovation and continuous learning.
  • We care about our people, allowing them to design how they work to deliver amazing results.
  • Our office in Scarborough is freshly renovated with a design focus on enabling collaboration through both environment and technology.
  • Onsite cafeteria, Tim Horton's, plus complimentary hot beverage stations in the workplace.

  • Minutes by TTC bus from Warden subway station on Line 2. Free employee shuttle service connecting the IT campus with nearby GO stations.
  • 2022 opening of the Eglinton Crosstown Light Rail Transit with a stop near our campus location.

  • Minutes from the 401 & DVP. Free onsite & offsite employee parking with charging stations for electric vehicles onsite
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation;
  • health / medical / wellness benefits; employee banking privileges.

    Location(s) : Canada : Ontario : Scarborough

    As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries.

    Our employees are committed to a superior customer experience and use the Bank's six guiding sales practice principles to ensure they act with honesty and integrity.

    At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone.

    If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

    If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role.

    We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

    Job Segment : Analytics, Database, Service Manager, Medical, Data Analyst, Management, Technology, Customer Service, Healthcare, Data

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