Director, Enterprise Services & Operations

Director, Enterprise Services & Operations

Job Category: Information Technology

Requisition Number: DIREC005832

Posted: February 3, 2025

Employment Type: Full-Time

Location: Remote

Description

About Vancity

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you’re interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

About the workplace

Join our team as the Director of Enterprise Services, where you'll lead our ServiceNow Development and Service Delivery teams, Disaster Recovery, and 24/7 Command Center, including Major Incident Management. In this role, you'll drive strategic planning, manage service performance, and continuously improve our enterprise IT services. You'll align Command Center and Incident Management with business objectives, reduce MTTR, and optimize service delivery processes. We're looking for a leader with strong leadership skills, technical expertise in ServiceNow, and experience in managing IT service management, 24/7 operations, and process development. If you're passionate about innovation and leading high-performing teams, we want to hear from you!

This is a permanent, full-time role that will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location and your Lower Mainland based home office, or Alberta/Ontario home based office. Vancouver-based candidates may be expected to come into the office at least once per week.

A typical day would involve:

• Leadership & Team Management: Lead and mentor 3 teams, 24/7 Command Center, ServiceNow Development, and Service Delivery teams. You’ll oversee and mentor the managers and individual contributors, ensuring they work effectively and collaboratively to meet organizational goals and deliver high-quality IT services.
• Strategic Planning & Service Optimization: Develop and implement the team's roadmap and strategies for enhancing 24/7 operations, processes, Disaster Recovery, ServiceNow platform, and IT service delivery processes to align with business needs, improve efficiency, and drive innovation.
• Service Delivery & Operational Excellence: Ensure the efficient delivery of IT services, maintain high SLA and standards for service management, and continually improve service quality.
• Stakeholder Engagement & Cross-Functional Collaboration: Partner with key business and IT stakeholders to align IT services with business objectives, manage expectations, and drive collaborative initiatives across teams and departments.

You have:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 10+ years of IT experience with at least 5 years in leadership roles overseeing ServiceNow development or IT service management teams.
• 5+ years in leadership roles overseeing 24/7 Operations (NOC), including incident and problem management groups.
• Strong understanding of Information Technology Library (ITIL) framework including ITIL V4.
• In-depth experience in development and implementing strategic roadmaps and optimizing IT service delivery processes.
• Experience in overseeing the entire development life cycle, from planning and design to implementation and maintenance, ensuring alignment with business objectives and continuous improvement.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to make informed decisions in high-pressure situations.

You are:

• A strong decision-maker – you have the ability to make tough decisions based on the best for the organization.
• Committed to continuous development – you’re continuously striving for improvements and evolving plans to adapt to changing member and organizational needs.
• A risk-based thinker – you have the ability to manage delivery risk and evaluate and prioritize risk based on potential impact on the organization.
• A people leader – You have the ability to inspire and motivate your team, fostering a positive and inclusive work environment. You are skilled in effectively managing team dynamics to achieve organizational goals.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

The salary range for this role is $121,000 to $181,200 annually. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
• New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows.
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
• We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.
• We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at recruitment@vancity.com for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.

Qualifications

Education

Preferred

Bachelor's or better in Computer Science.

Bachelor's or better in Information Technology.