IT Change and Service Level Manager

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. 

We are seeking interested candidates looking to grow their career in IT Change Management with one of Canada's Top Employers! Reporting to the Assistant Director, Supplier Management and Organizational Effectiveness, you will work alongside the IT Asset Management, IT Contract Management, IT Vendor Management and IT Service Management in a collaborative and engaging environment.

What you will do
As an IT Change and Service Level Manager you will oversee and take responsibility for the end-to-end IT Change Management process, lead the Change Advisory Board (CAB) meetings, and analyze and evaluate proposed changes to enhance productivity and achieve business objectives.

More specifically, you will:

• Apply an advanced level of IT Change Management knowledge under the general guidance of management
• Understand key stakeholders, their roles, their interests and priorities and the contexts within which they operate to enhance business objectives
• Liaise with clients to provide guidance and advice while ensuring compliance with business rules, and minimizing operational risks

• Plan and implement improved business practices to achieve strategic objectives, using communication skills to obtain buy-in from all stakeholders and influence actions and outcomes

• Review, assess and recommend changes to business processes and procedures
• Initiate, build and manage relationships with internal and external stakeholders for the purpose of sharing knowledge, research and solutions
• Provide technical guidance, coaching and direction across business environments to implement new business practices and strengthen the team's collective skills

What you need to succeed
You are a self-starter who has a strategic mindset and can work collaboratively with others to achieve objectives in an agile environment. You innovate and develop new approaches to meet complex business objectives. You can influence without authority, leveraging your knowledge and expertise.

In addition, you have:

• Knowledge and understanding of IT Change Management and the lifecycle of IT services
• Ability to deliver required services to customers to the required standards
• Ability to plan, organize, prioritize and oversee activities to efficiently meet objectives
• Ability to use a wide range of group development, problem-solving, decision-making and communication tools and techniques to effectively interact with a group and to move it forward to accomplish a task
• Ability to assimilate and understand data and information from various sources to draw appropriate conclusions and make relevant recommendations or deliver actions required
• Ability to communicate and deliver information verbally in a clear, concise and compelling manner to other people
• Ability to produce effective written documents, including correspondence, reports, documentation, etc. clearly and correctly

Nice-to-have

• Experience working with ServiceNow and/or SharePoint Online
• Knowledge and understanding of IT infrastructure, networking and security
• ITIL Foundation certification

Your education and experience
This position requires a college diploma or bachelor’s degree in commerce, computer science, or a related discipline and six (6) years of relevant experience within an information technology environment.

An equivalent combination of education and experience may also 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

• 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. 

• Salaries are based on qualifications and experience and typically range from $111,051 to $130,649 (job grade 17)
• 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, dental disability and life and/or accident insurance coverage that meets your needs
• Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
• Indexed, defined-benefit pension

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.