Ottawa (Downtown), ON, CA
Assistant Director, Service Management Platform
Take a central role
The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.
Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.
With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada
Find out more about the next steps in our Recruitment process.
What you need to know
Reporting to the Director of the Corporate Administration (CA) Portfolio, you oversee the planning, organization and management of staff, product and workload to ensure the platform’s stable operation and continuous enhancements for its usage within the Bank.
In this role, you draw on a broad range of expertise in software development, quality assurance practices, platform operations and product line management to support the ongoing evolution of the Bank’s ServiceNow solutions. You are responsible for owning the platform from end-to-end, shaping the roadmap, defining development approaches, integrating new ServiceNow modules, and ensuring their successful integrations with other systems in order to meet client requirements.
What you will do
As the Assistant Director, you build strong relationships with clients and vendors, lead strategic initiatives and ensure a smooth balance between delivery and operations as well as advise Directors on the staffing needs required for your team to meet client expectations. In this role, you develop a deep understanding of customer goals, the value they expect from the product, and the business capabilities and digital strategies of the business domain. You also assess which products or services customers prefer and coordinate diverse stakeholders to align around a shared vision for product goals and priorities.
You work closely with other product teams and clients to communicate the product vision, continuously confirm that the product delivers on that vision and help ensure the team is building the right solution. You approach this with a full product life cycle mindset, balancing short-term results with long-term goals, such as reducing technical debt and strengthening resiliency.
In addition, you guide staff and colleagues in applying best practices to meet operational needs of the platform. You ensure that processes and procedures meet or exceed established business standards by analyzing current systems, assessing evolving technologies and best practices, identifying risks, opportunities and translating these insights into improved processes as well as operations. You also recommend adjustments to support changing business requirements.
What you need to succeed
As a leader, you provide clear managerial direction and contribute to the department’s leadership by demonstrating strong strategic thinking, inspirational and intellectual leadership, and a commitment to developing others. You offer effective coaching and performance management to both your direct reports and a broader team of technology professionals.
You foster a positive work environment, strengthen employee capabilities, and support their professional growth. You communicate clearly, adapt quickly to changing priorities, and manage multiple concurrent projects while maintaining strong client expectations and delivering reliably.
More specifically you have:
- experience with the full project and system life cycle, including continuous service improvement
- strong project management skills in both Waterfall Design and Agile
- experience leading architecture-related projects and, delivering automated solutions
- experience in applying good quality assurance practices
- good understanding of database architecture
Nice-to-have
- knowledge of the Bank’s HR and Finance systems and database environments
- experience managing the delivery of multiple and concurrent projects involving a range of technology solutions
Your education and experience
This position requires a university degree in computer science, engineering, business administration or related discipline, along with a minimum of five years of IT-related experience, including at least three years leading a large team of IT professionals responsible for developing andsupporting enterprise as well as business applications. An equivalent combination of education and experience may be considered.
Innovative Mindset
We value candidates who demonstrate adaptability, curiosity, and a willingness to learn new technologies, including AI and digital tools. We seek individuals who can think critically about data, question existing processes, and find ways to simplify our work while embracing change and new ways of doing things.
Language requirement
The Bank’s work environment is conducive to the use of both of Canada’s official languages - English and French. The position language requirement is Level 5 (Fully Functional). If a qualified candidate who meets the language requirement of the position is not found, a qualified candidate who does not meet the language requirement may be considered. Training may be provided to help reach the required level. Both bilingual and unilingual candidates are encouraged to apply.
What you need to know
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- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Reliability
- Relocation assistance may be provided, if required
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
Hybrid Work Model
The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a portion of each month as part of the Bank’s hybrid work model, and they are expected on site at the Bank location a minimum of 12 days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.
What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider.
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- Salaries are based on qualifications and experience and typically range from $153,721 to $180,848 (job grade 19)
- The Bank offers an incentive for successfully meeting expectations at 7 to 10% of your base salary. The Bank offers additional performance pay (5%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
- Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
- Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
- Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.