AVP, IT Operations

The Opportunity

To realize our ambition of becoming a digital customer-centric market leader, it is critical that we invest in our capabilities to improve and enhance our practices that will lead to delighting our customers at every interaction.

Reporting to the Canadian Chief Information Officer (CIO), the AVP of IT Operations will lead continuous improvement in IT Operations to enhance the customer experience. The primary focus for this role is to develop strong partnerships with vendors, value streams, and other Manulife segments to ensure collaboration and improvements to systems, processes, and procedures.

The AVP will work closely with other segment leaders to drive a continuous improvement and progress culture within the organization while ensuring we remain singularly focused on our overarching ambitions. The AVP will collaborate closely with all areas of Canadian Segment Technology to ensure we deliver processes, programs and initiatives that enhance environments that truly delight our customers.

Office location: Toronto - ON or Waterloo - ON

Work arrangement: Hybrid (3 days in office, 2 days from Home); Working remote option is not available.

Role Responsibilities:

Service Management Governance and Representation: Maintains a governance structure that ensures standard processes are followed (e.g., problem management, incident management, change management and configuration management). Additional IT operations policies and processes are reviewed, where appropriate, to contribute to reduction of risk, expense and overall resiliency of systems. Proposes and implements changes to processes and procedures in consultation with the value streams, support teams and infrastructure partners.

Data Centre and Cloud Migrations: Manages teams responsible for the delivery of migrations of environments from our existing outsource partners to the approved cloud platforms. Develops programs to allow teams to implement repeatable project plans and work with all value streams and application support teams to achieve the segment goals. The transitions will always include goals to modernize platforms and systems to reduce end of life / end of support exposure while taking advantage of cloud capabilities.

Financial Management: Reviews variable and fixed IT spending and capital planning for infrastructure to ensure financial targets are met. Develops and leads cost saving initiatives across the Canadian Segment.

IT Operations and Compliance: Provides subject matter expertise to internal and external audits to conform to board requirements and Sarbanes-Oxley standards and interfaces with the internal audit department and external auditors for matters related to IT Operation, Service Management, and Infrastructure as it relates directly to the Canadian Segment.

Leadership & People Development: Continuously improves/develops IT Operations talent and service management expertise across all teams in the Canadian segment.

• The AVP will foster an environment that attracts and retains the best talent with IT operations expertise to achieve the Canadian Segment strategy. The AVP will also create a collaborative and open culture that encourages learning and development of technology experts while cultivating a spirit of innovation and experimentation.

• Develop and lead talent across the team for development and succession and rotate expertise throughout the team.

• Access External Technical Know-how: Cultivate broad and meaningful relationships with technology vendors, business partners, academic institutions, trade press, research organizations to advance the company’s access to best practices.

Job Requirements:

• Must have minimum of 10+ years of hands-on IT Infrastructure Operations leadership experience with proven experience in developing and implementing strategic and tactical plans.

• Ability to build an innovative IT Operations team that drives forward thinking balanced with driving down costs and improved efficiencies.

• Must have deep experience in IT Operations, Data Centre Management, Incident Management and Service Management disciplines.

• Must have thorough knowledge/experience with ITIL practices.

• Demonstrates success at delivering strategies involving multiple technical teams, partners, and business functions.

• Must bring senior level Leadership experience encompassing strong People Management along with strong strategic and thought leadership

• Large environment complexity experience is desired

• Experience in driving process change and shifting the enterprise to a continuous improvement culture to accelerate the transformation required.

• Demonstrates ability to deliver value through experimentation and in developing teams and technology talent.

• Demonstrates success driving segment initiatives across organizations with competing priorities and working in large, global matrixed environments to get results.

• Cultivates a wide network of external relations that can be called upon to contribute to advancing the company’s strategies.

• Proficient project management skills evidenced by multiple successful projects of at least $3-5M.

• Exceptional communications judgement and the ability to communicate effectively at all levels with both technical and non-technical audiences.

• Confident presentation and facilitation skills and strong interpersonal and leadership skills to facilitate working with senior management at all levels.

• Strong analytical skills and ability to recommend based on analysis. Ability to translate analyses, using mediums to drive comprehensible recommendations (e.g., dashboards, graphics, summaries, etc.).

• Bachelor’s degree in computer science, computer engineering, management of information systems or equivalent.

• Bilingualism - an asset.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

À Manuvie/John Hancock, nous embrassons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir un effectif qui est aussi varié que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent une mesure d’adaptation raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande de mesures d’aménagement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie/John Hancock. Pour demander une mesure d’aménagement raisonnable dans le cadre du recrutement, écrivez à recruitment@manulife.com.

Région principale

Semaine de travail comprimée

L’échelle salariale devrait se situer entre

Si vous posez votre candidature à ce poste en dehors de la région principale, veuillez écrire à recruitment@manulife.com pour obtenir l’échelle salariale correspondant à votre région. Le salaire varie en fonction des conditions du marché local, de la géographie et de facteurs pertinents liés au poste telles les connaissances, les compétences, les qualifications, l’expérience et l’éducation ou la formation. Les employés ont également la possibilité de participer à des programmes de motivation et de toucher une rémunération incitative liée au rendement de l’entreprise et au rendement individuel.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à recruitment@manulife.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.