Job Description

Position:

Senior Service Delivery Manager, Network and Communication Services (NCS)

Client:

Banking / Financial Services

Location:

Toronto, ON - 4 days onsite per week

Duration:

12-month contract with potential extensions

Language:

English

Hours:

37.5 hours per week

Background

Our client is looking for a Senior Service Delivery Manager to join the Network and Communication Services (NCS) team within Enterprise Platform Services (EPS). This organization is responsible for the ongoing design, delivery, and operations of the global network, security, and voice infrastructure supporting the Private and Commercial Banking, Capital Markets, Wealth Management, and other affiliates. The successful candidate will lead a regional team managing network delivery, operational frameworks, and vendor relationships--leveraging AI tools and technologies to enhance efficiency, improve decision-making, and optimize service delivery.

Qualifications

7-10 years of related experience, including 0-3 years in people management. Strong background in network infrastructure and project management. Technical knowledge of networking technologies (Cisco, Arista, Aruba, CheckPoint). Proven experience within the financial services industry. Demonstrated ability to coach, mentor, and build high-performing teams. Excellent communication, presentation, and stakeholder management skills. Experience in change governance, risk management, and vendor contract negotiation. Proficiency with AI tools to improve operational efficiency.

Education:

Undergraduate degree in a technical field (e.g., BASc or equivalent).

Preferred Certifications:

Lean Six Sigma Yellow Belt, CCNA, PMP, ITIL v3 Foundations.

Responsibilities:

Strategic Leadership (10%)

Partner with senior leadership to execute strategy, vision, and roadmap for the team. Recommend improvements and introduce AI-driven best practices.

Planning, Delivery & Execution (50%)

Manage a regional technical team to deliver NCS projects and business requests. Oversee resource allocation, metrics, and capacity planning. Ensure timely, in-scope, and on-budget delivery of all network requests. Lead technical resolution efforts during outages and recovery events. Develop workflows and AI-enabled tools to optimize team efficiency. Manage vendor relationships, contracts, and SLAs for service quality and cost control.

Relationship & Communication (20%)

Serve as the primary liaison with internal business units and external vendors. Deliver regular updates, presentations, and project communications to stakeholders. Build strong, trust-based relationships with key business and IT partners.

Managerial Excellence (20%)

Coach and mentor direct reports to drive performance and engagement. Oversee performance reviews, goal setting, and professional development. Champion change management initiatives and foster a culture of continuous improvement.

Decision-Making & Financial Impact

Authority to direct network changes, vendor orders, and approve change records. Responsible for managing project budgets and ensuring adherence to financial processes. Identify cost optimization opportunities and support business case development.

Working Conditions

Primarily office-based with potential for travel. May require weekend or after-hours support during change implementations.

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Please note this is for a contract position with one of our clients and not a fulltime employment role with Kyndryl Canada