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

Giới thiệu về Manulife và John Hancock

Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ .

Manulife là Nhà sử dụng lao động không phân biệt đối xử

Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.

Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với recruitment@manulife.com .

Primary Location

Toronto, Ontario

Working Arrangement

Kết hợp

Salary range is expected to be between

$126,600.00 CAD - $235,300.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.