Service Transition & Operational Resiliency Leader

Application Deadline:10/30/2026Address:4100 Gordon Baker RoadJob Family Group:TechnologyThis is an Individual Contributor role and HYBRID (2 days/week in office at 4100 Gorgon Baker Road). Remote is not an option.About the Role:As a Service Transition & Operational Resiliency Leader, you will be responsible for driving excellence across the Service Transition function as well as play a pivotal role in ensuring technology and business services are introduced or changed to production with stability, control, and measurable business value. This role will lead the operational and governance pillar of the Service Transition team, complementing the Lead Engineer who focuses on the technical and automation pillar. Together, the Service Transition Lead and the Engineering Lead will create a unified leadership model that connects business strategy, operational performance, and technology enablement. The Service Transition & Resiliency Lead will own Operational Excellence, KPI and metrics governance, and portfolio health oversight – embedding a culture of accountability, data-driven decision-making, and continuous improvement across all transitions and operational processes.Key Accountabilities:Lead the Operational Excellence program for the Service Transition function, focusing on process standardization, efficiency, and controlStrengthen the governance framework of Operational Readiness across projects, E&P service delivery teams, and production support teams, ensuring consistent adherence to enterprise technology standards, practices, and operating modelsEnhance and manage the KPI and Metrics framework for Service Transition – tracking portfolio health, process efficiency, readiness quality, and post Go-Live performanceLead the creation and delivery of executive-level reporting – providing transparency into Service Transition performance, key risks, and operational trendsDrive continuous improvement through metric-based insights; identify bottlenecks, optimize workflows, and prioritize automation opportunities in partnership with the Lead EngineerIn partnership with Senior Manager, develop and maintain a multi-year roadmap for Service Transition, embedding automation, predictive data-analytics capabilities, and AI-assisted decision-making opportunities to improve speed and accuracyPartner with senior leaders and cross-functional teams – from Delivery and Engineering to Risk & Compliance, Security, Service Management and other stakeholder groups to ensure cohesive, organization-side alignment throughout the service lifecycle.Provide leadership to the Service Transition team to foster a culture of accountability, performance, and innovationRepresent the Service Transition domain in boarder technical forums, steering committees, and enterprise governance bulletinsBroader work or accountabilities may be assigned as neededQualifications & SkillsBachelor Degree in EngineeringIdeally Certified ITIL/ITSM8+ years of experience in Service Transition, Operational Readiness, or IT Service Management (ITSM) within a large enterprise or financial institutionPeople management / Team Lead experienceStrong understanding of ITIL framework (v5 preferred), particularly Service Transition and Service Operations domainsStrategic understanding of cloud ecosystems (AWS, Azure) and how cloud architecture, resiliency patterns, and service models influence operational readiness and service transitionDemonstrated ability to define multi-year operational strategies, maturity roadmaps, or transformation programsExperience with technology resiliency practices, including disaster recovery planning, failover testing, business continuity integration, or operational risk managementExperience using data to drive decision-making, identify bottlenecks, and influence improvement strategies for the teamExperience leading organizational change initiatives or implementing new operational models across multiple teams or areasProven ability to influence senior leaders, drive alignment across diverse stakeholder groups, and navigate complex enterprise structuresDemonstrated success leading cross-functional teams through complex service launches, technology changes, or operational transitionsExperience with process automation, workflow tools, or Power PlatformExposure to AI-driven process optimization, AI tool integration (Copilot)Excellent communication, influencing, and stakeholder management skills – comfortable working across all levels of the organizationSalary:$85,500.00 - $185,000.00Pay Type: SalariedThe above represents BMO Financial Group’s pay range and type.Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: About UsAt BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.To find out more visit us at .BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.SummaryLocation: Toronto, ON, CANType: Full time