Director, Infrastructure Managed Services in Toronto

Accountable for end-to-end governance, performance, risk management, and value realization of the Bank’s large-scale infrastructure managed services outsourcing arrangements. The role ensures outsourced infrastructure services are resilient, secure, compliant, and cost-effective, while enabling the Bank’s technology strategy, regulatory obligations, and enterprise transformation agenda.

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Ensures day‑to‑day activities align with the Bank’s risk appetite and risk culture.
• Creates an environment where the team achieves effective and efficient operations and meets obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk.
• Builds a high‑performance environment and implements a people strategy that attracts, retains, develops, and motivates the team through inclusive practices and coaching.

Qualifications

• 15+ years of experience in IT infrastructure, outsourcing, or managed services leadership roles.
• Deep experience in large‑scale outsourcing/vendor management in financial services or highly regulated industries.
• Strong knowledge of ITIL, Service Management frameworks, third‑party risk management and outsourcing regulations (e.g., OSFI B‑10), and infrastructure technologies (cloud, data centre, network, workplace).
• Proven experience managing large commercial contracts and complex vendor relationships.
• Experience leading large‑scale transformations (cloud migration, vendor transitions, modernization).
• Strong financial acumen (budget ownership, cost optimization, commercial models).
• Executive stakeholder management and regulatory interaction experience.
• Relevant certifications (preferred): ITIL (Expert/Managing Professional), COBIT/Governance frameworks, cloud certifications (AWS, Azure – desirable).

Benefits

• Diversity, Equity, Inclusion & Allyship: inclusive culture, bias‑free practices, and Employee Resource Groups across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations: commitment to removing barriers and providing inclusive environment.
• Upskilling opportunities through online courses, cross‑functional development, and tuition assistance.
• Competitive rewards program including bonus, flexible vacation, personal and sick days, and benefits starting day one.
• Community engagement opportunities across various programs.

Location: Toronto, Ontario, Canada