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

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