Scotiabank

Manager Service Quality Assurance

Scarborough, Ontario, Canada

POSITION SUMMARY:

Accountable to implement, enhance and maintaining global standardized management processes to support IT Operations, IT&S Management Reporting and Business Client Services and Support through the end-to-end process management, quality assurance, use of tools, reporting and analysis for the following key process health areas:

• Problem Management System
• Change Management System
•  Systems Availability and Partial Availability Management System

Accountable for ensuring these systems are used effectively and owning the process for them.

Key accountabilities for this role:

1. Responsible for the control and administration of management systems for Availability, Change, Problem, Operations Procedure Manual, and Document Review.

2. For the Availability, Change, Problem systems.

• Provide front end support to user community.
• Provide insight to upcoming issues/projects that may impact the team/system.
• Work with Development teams on implementing fixes/enhancements.
• Manage vendor relationships including Statement of Work and SLA
• Handle escalations
• Facilitate production outages/issue to resolution.

3. Process owner for Problem, Change and Availability. Drive process reengineering, consistent reviewing of all processes on an ongoing basis to determine enhancements, offer suggestions on how process can be streamlined and/or improved and adhere to best practices.

4. Developing, enhancing and implementing reporting methodologies, processes, analysis and delivery of product and services to demonstrate systems effectiveness for Operational Management and continuous improvement purposes.

5. Leading initiatives to drive process improvements, tooling upgrades, and evolve analysis to continually support service requirements for today and the future needs of our customers.

6. Accountable to leverage industry standards, best practices, internal management inputs to deliver agreements, align end-to-end processes, output reporting and analysis which is meaningful, relevant and effective in maintaining and enhancing overall service delivery to our customers.

By working together, we build strong relationships and create value for our customers. Scotiabank's Information Technology and Solutions (IT&S) provides global technology solutions support to each of our core businesses - Domestic Banking, International Banking and Scotia Capital. Our technology-based solutions enable Scotiabank to achieve sustained profitable growth and a competitive advantage.

The Scotiabank Group is an equal opportunity employer and welcomes applications from all interested parties. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please.