Senior Manager - Change Governance & Major Incident Management

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$145,000 - $180,000 CAD

This role is temporarily eligible for a pay premium above the posted salary range that is reassessed annually. You are encouraged to have an open dialogue with your recruiter who can provide more specific pay details for this role.

Job Description:

Department Overview:

Building a World-Class, Diverse and Inclusive Technology Team

Think "TD Securities" if you crave meaningful work and the excitement of capital markets. Tech is constantly evolving, and we are evolving with it. We foster an entrepreneurial, start-up environment that uses the latest technology to change the future of TD Securities. The impact of your work will be felt as we collaborate to solve problems, embrace change, and help our customers around the globe work smarter.

About the Role:
We are seeking an experienced IT leader to oversee enterprise-level Change Governance, Incident Management, and Identity & Access Management (IAM) operations within a large-scale banking environment. The ideal candidate will drive consistency, control, and compliance across technology processes, support audit readiness, and lead cross-functional teams in maintaining operational excellence.

Key Responsibilities:

1. Lead and mature Change Governance processes ensuring risk-aware and compliant change execution across the enterprise.
2. Own and oversee enterprise-wide Incident Management practices to ensure timely detection, resolution, and root cause analysis of major incidents.
3. Provide strategic oversight and partnership to Identity & Access Management (IAM) programs, ensuring alignment with security, compliance, and audit standards.
4. Prepare executive summaries and dashboards on incident trends, access management compliance, and change volumes.
5. Establish and monitor KPIs to improve service stability, uptime, and process effectiveness.
6. Guide business-aligned technology teams in complying with change, access, and incident control policies.
7. Serve as the escalation point for high-impact incidents or access-related issues requiring leadership intervention.
8. Ensure audit remediation plans are delivered on time and sustainable controls are embedded into operations.
9. Collaborate with technology and business executives to enhance visibility, accountability, and transparency in ITSM processes.
10. Act as a key contributor to enterprise IT governance boards, policy reviews, and strategic transformation programs.

Qualifications & Experience:

1. 10+ years of relevant experience in IT Service Management with a strong focus on change governance, incident response, and IAM.
2. Demonstrated leadership of large, diverse technology teams and/or portfolios of highly complex programs.
3. Expertise in ITSM tools (e.g., ServiceNow, BMC Remedy) and frameworks (e.g., ITIL, COBIT).
4. Strong knowledge of SOX, GDPR, and other regulatory frameworks impacting IAM and Change Management.
5. Exceptional communication and stakeholder management skills, with the ability to engage senior executives and regulatory bodies.
6. Proven ability to drive continuous improvement, manage cross-functional initiatives, and lead through influence in a matrixed environment.

Education:
Bachelor's degree in Computer Science or equivalent practical experience.

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Accommodation:
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!