Aviso Wealth:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic 'oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

The Opportunity:

We're looking for a Manager- Service Delivery to join our team of Technology Solution Providers.

Reporting to the Director, Service Delivery and Operational Governance. This is a new role for managing and developing the service management functions within Information Technology and ensuring that delivery of all IT infrastructure services meet or exceed service levels expectations. Develop, and integrate IT Processes and procedures utilizing best practices and industry standard frameworks and ensuring that delivery of all IT infrastructure services meet or exceed service levels expectations.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients' needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• This is a new role for managing and developing the service management functions within Information Technology
• Develop, and integrate IT Incident management Processes and procedures utilizing best practices and industry standard frameworks
• Work on end-to-end Incident resolution
• Develop and maintain policies, procedures, and best practices for IM, Problem management, Change management
• Participate in the evaluation and selection of new tech solutions and assist in the implementation of these solutions
• Manage relationships with third-party vendors and service providers to ensure effective support and maintenance of systems and applications
• Work with the IT leadership team to develop and manage the departmental budget
• Work with the IT leadership team to develop and manage necessary reporting and recurring meetings
• Work on required Incident, problem, change and vendor reports
• Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) for vendors to measure the effectiveness of application support and maintenance services
• Mentor and develop team members to ensure they have the necessary skills and knowledge to provide effective application support and maintenance services
• Develop and maintain relationships with clients and vendors to understand business needs and ensure that service delivery meets their expectations
• Hire, train, and develop team members to ensure they have the necessary skills and knowledge to provide effective service delivery
• Produce regular weekly and monthly KPI metrics for SLA, MTTR and other service management critical success factors
• This role is responsible for overall coordination of the incident management, problem management and change management process, whenever there are major incidents
• Planning and managing support for incident management tools and processes
• Coordinating interfaces between incident management and other service management processes
• Driving the efficiency and effectiveness of the incident management process

Requirements

Your experience and skills:

• Bachelor's degree in computer science, Information Technology, or related field
• 7+ years of experience in Service Delivery, IT service management
• 3+ years of experience in a managerial or leadership role
• Experience managing and leading teams of IT professionals
• Knowledge of ITIL and service management best practices
• Strong project management and organizational skills
• Excellent communication and interpersonal skills
• Demonstrated ability to work collaboratively with cross-functional teams
• ITIL, Ability to analyze a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills
• Ability to work in a 24*7 environment.
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with over $130 billion in total assets under administration and management, and over 1,000 employees. We're building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We're a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We're proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you're looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $105,000 - $117,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.