Director, Service Governance

Responsibilities

1. Accountable for related technology and service performance improvements in all business units by working with line of businesses, service providers, and technology vendors.
2. Responsible for ensuring seamless delivery of quality service to CIBC Mellon and optimizing the integration of all associated technologies.
3. Improve service, reduce cost, and develop a close working relationship with partners in technology and external service providers, keeping abreast of the external market.
4. Cost-effectively achieve technology and service delivery reliability and performance objectives.
5. Develop and manage effective working relationships with third parties (including strategic outsource and service providers) to acquire timely delivery of all services.
6. Act as a coordinating point-of-contact for CIBC Mellon strategic technology provider, recognizing that individual service(s) points of contact will exist between CIBC Mellon leaders and the service provider.
7. Manage the collection and dissemination of service performance metrics and relationship measures across all service categories.
8. Manage the relationship with major suppliers to acquire world-class products and services in support of CIBC Mellon’s business and time-to-market strategies.
9. Identify and implement opportunities for reduction of CIBC Mellon expenses without compromising capabilities and service quality.
10. Provide leadership and management on strategic service governance issues that have a major impact on the Technology organization within CIBC Mellon.
11. Improve service, reduce cost, and provide competitive advantage via partnering and outsourcing.
12. Keep executive management informed as to opportunities to improve service and reduce cost.
13. Improve and sustain the service commitment between CIBC Mellon, its employees, and its clients by working with service providers (including the major outsourced relationships), establishing a sound relationship and productive dialogues to ensure continuous improvement of service.
14. Partner with vendors to ensure that the services and technologies provided by that partner are deployed in the most efficient and effective manner for CIBC Mellon.
15. Act as a coordinating point of contact for CIBC Mellon technology partners, recognizing that individual service(s) points of contact will continue to exist between CIBC Mellon employees and the service provider.
16. Develop and manage ongoing measurement of the effectiveness of services provided, including soliciting feedback from internal consumers of services provided.
17. Partner with Technology stakeholders to support Technology risk agenda and ensure alignment across Technology.

Qualifications

1. 7-10 years in IT and business/industry.
2. 5-7 years of leadership responsibilities.
3. Strong experience in managing infrastructure and operations.
4. Strong leadership and management skills.
5. Strong stakeholder management and influencing skills, capable of balancing multiple perspectives, effective at all levels up to senior executive.
6. Strong communication, presentation, and negotiation skills.
7. Strong verbal and written communication skills.