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IT Change Management Lead

Date: Aug 13, 2019

Location: Scarborough, ON, CA

Company: Scotiabank






Requisition ID: 65603


Join the Global Community of Scotiabankers to help customers become better off.

The Retail Deposits and Investment Application Maintenance and Development team looks after a number of Critical Information Assets applications that are essential to the bank’s success and profitability.

Reporting to the Senior Manager Development, the IT Change Management Lead is responsible for leading and supporting key maintenance activities for Investment Platform. This includes, among others, incident/problem management oversight, coordinating tasks related to emergency changes, production deployments, oversight of non-functional changes, and overall coordination of resources to these activities.

The incumbent requires to demonstrated skills in project management, business analysis, communication, influence, negotiation, prioritization, cross-functional group collaboration, team building and coordination.

A strong focus on customer service excellence and strong leadership skills is required. To join our team, you must be proactive, multitasking, dynamic, flexible, highly motivated and results oriented. You will also be required to collaborate with vendors, managers, business analysts, developers and architects of both internal and external departments to drive the successful delivery of production fixes and project related work.

In addition, the IT Change Management Lead should be effective in process improvement; as you’ll be expected to provide the department with overall project management leadership and oversight by continually improving processes to generate greater efficiencies across the department that can be translated into cost savings.


Responsible for planning and coordinating application support activities. Ensuring that all projects, production issues which are raised through ServiceNow and assignments are progressing to meet committed delivery timelines, including:

  • Works closely with a team of developers to allocate, prioritise and monitor work progression based on stablished SLA’s 
  • Responsible for ensuring adequate 24x7 pager support across all applications
  • Acts as a second level of response/escalation for Incidents after business hours and participate in bridge calls with technical teams as required.
  • Incident and Problem Management: Responsible for the oversight of Service Now Tickets by prioritizing based on customer impact
  • Ensure SN tickets are resolved in within SLA’s and root cause of issues are solved on a permanent basis.
  • Coordinates  and manages code deployments in production after business hours or during the weekend
  • Dashboard reporting for Incidents/Problems,  analysis of trends, common issues, etc,
  • Establishing project (application) objectives and milestones
  • Creating overall project and support plans and/or checklists (proficient using MS Office products including MS Project).
  • Managing resources and assigning tasks as well as monitoring efforts and results against plan
  • Preparing project status reports
  • For non-functional changes, ensure risk planning assessment is conducted for all changes, escalating issues to SA or management  as needed
  • Ensure all project/service now documentation is created and regularly updated
  • Strategically look for opportunities on process efficiencies/improvements.


  • You possess 3+ years of technical working experience in a team leadership or supervisory experience.
  • Your technical working experience includes hands-on working experience or knowledge of J2EE/JSP/Servlets, Websphere, AIX, Oracle and/or DB2 LUW + the release management process.
  • You have an understanding of current IT practices(ITIL) and systems development techniques.
  • You possess experience leading projects using new technologies.
  • Your interpersonal and communication (written/verbal/presentation) skills are excellent, in order to effectively liaise with business users, members of the project team and vendors.
  • You have a demonstrated ability to effectively assign tasks, liaise with business users and members of project team, along with technology partners and internal technical development support teams.
  • You possess the ability to lead multiple initiatives/projects concurrently.
  • You possess the ability to work in a fast paced environment & dealing with aggressive schedules, changing priorities and work under pressure when dealing with major incidents.
  • Working knowledge of retail banking products & services is an asset.
  • Working experience in a Production Support environment is an asset.


  • Post-secondary education in a computer science, math or engineering related discipline.
  • Project Management knowledge or equivalent experience.
  • Knowledge and experience carrying out ITIL methodologies.

Location(s):  Canada : Ontario : Scarborough 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

Job Segment: Change Management, Manager, Bank, Banking, Engineer, Management, Finance, Engineering

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