Director, Infrastructure Managed Services Requisition ID: 262981 Accountable for end-to-end governance, performance, risk management, and value realization of the Bank’s large-scale infrastructure managed services outsourcing arrangements. The role ensures outsourced infrastructure services are resilient, secure, compliant, and cost-effective, while enabling the Bank’s technology strategy, regulatory obligations, and enterprise transformation agenda.

Key Responsibilities - Leads and drives a customer-focused, resilient infrastructure services model by overseeing outsourced service providers and ensuring alignment with enterprise strategy, regulatory expectations, and risk frameworks.

- Provides executive ownership of the infrastructure outsourcing model, defining long‑term strategy aligned to enterprise technology and business priorities.
- Acts as the single point of accountability for the health, sustainability, and evolution of managed service relationships.
- Drives continuous improvement through sourcing strategy optimization, service maturity progression, and commercial efficiency.
- Ensures outsourced services support enterprise priorities including cloud adoption, modernization, and platform standardization.
- Owns primary commercial and operational relationships with managed service providers, including executive governance forums.
- Ensures contractual obligations, SLAs, KPIs, pricing structures, and incentive mechanisms are actively managed and enforced.
- Leads major contract lifecycle events, including renewals, renegotiations, scope changes, remediation plans, and dispute resolution.
- Partners with Procurement and Legal to manage vendor risk, commercial exposure, and compliance with outsourcing standards.
- Ensures infrastructure services (compute, storage, network, workplace, cloud, data centres) meet defined availability, performance, capacity, and recovery objectives.
- Oversees service management disciplines including incident, problem, change, and major incident management.
- Drives service transparency through robust metrics, dashboards, and executive‑level reporting.
- Ensures effective service integration across multiple providers and internal teams.




- Ensures outsourcing arrangements comply with regulatory expectations (e.g., OSFI B‑10, third‑party risk, operational resilience requirements).
- Maintains a strong control environment across operational risk, cyber risk, data protection, business continuity, and disaster recovery.
- Accountable for identification, escalation, and remediation of material outsourcing risks and control gaps.
- Supports regulatory reviews, audits, and external assessments related to outsourced services.
- Owns oversight of infrastructure managed services budget (often $100M+ in large‑bank contexts), ensuring cost predictability and optimization.
- Tracks and delivers measurable value from outsourcing, including cost efficiency, service quality, scalability, and risk reduction.
- Works closely with Finance to forecast, manage spend, and optimize cost models (e.g., consumption‑based, unit pricing).
- Ensures advantages realization is tracked and reported at executive level.
- Enables infrastructure transformation programs, ensuring outsourced services support cloud, automation, and legacy decommissioning initiatives.
- Leads major transitions (e.g., vendor onboarding/offboarding, service tower changes) with minimal disruption.
- Ensures robust exit strategies, transition planning, and substitution capabilities to protect operational continuity.
- Drives continuous improvement and innovation across vendors.
- Acts as a trusted senior partner to Technology, Business, Risk, Compliance, Procurement, Audit, and Finance stakeholders.
- Represents the Bank in regulatory interactions related to outsourcing and infrastructure services.
- Leads and develops internal teams responsible for vendor management, service integration, and oversight.
- Builds a high-performance culture focused on accountability,



collaboration, and continuous improvement.
- Ensures day‑to‑day activities align with the Bank’s risk appetite and risk culture.
- Creates an environment where the team achieves effective and efficient operations and meets obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk.
- Builds a high‑performance environment and implements a people strategy that attracts, retains, develops, and motivates the team through inclusive practices and coaching.

Qualifications - 15+ years of experience in IT infrastructure, outsourcing, or managed services leadership roles.

- Deep experience in large‑scale outsourcing/vendor management in financial services or highly regulated industries.
- Strong knowledge of ITIL, Service Management frameworks, third‑party risk management and outsourcing regulations (e.g., OSFI B‑10), and infrastructure technologies (cloud, data centre, network, workplace).
- Proven experience managing large commercial contracts and complex vendor relationships.
- Experience leading large‑scale transformations (cloud migration, vendor transitions, modernization).
- Strong financial acumen (budget ownership, cost optimization, commercial models).
- Executive stakeholder management and regulatory interaction experience.
- Relevant certifications (preferred): ITIL (Expert/Managing Professional), COBIT/Governance frameworks, cloud certifications (AWS, Azure – desirable).

Benefits - Diversity, Equity, Inclusion & Allyship: inclusive culture, bias‑free practices, and Employee Resource Groups across diverse gender identities, ethnicity, race, age, ability & veterans.

- Accessibility and Workplace Accommodations: commitment to removing barriers and providing inclusive environment.
- Upskilling opportunities through online courses, cross‑functional development, and tuition assistance.
- Competitive rewards program including bonus, flexible vacation, personal and sick days, and benefits starting day one.
- Community engagement opportunities across various programs.

Location

Toronto, Ontario, Canada

📌 Director, Infrastructure Managed Services (Toronto)
🏢 Scotiabank
📍 Toronto