Director, End-to-End Service Management with 10+ years of progressive IT Service Management experience, including hands‑on leadership building and evolving SIAM and service‑integration capabilities across complex, multi‑provider environments. Proven track record operating within outsourced or managed‑services environments, including governance model design, provider tooling/data integration, and transitioning outsourced service ecosystems from implementation through steady‑state Deep working knowledge of ITIL, SIAM, and enterprise service‑management frameworks, with strong command of SLA/OLA governance, KPI management, and vendor performance oversight

What & Why: This is a newly created Director role, established to bring dedicated, enterprise‑wide leadership to Service Integration and Management (SIAM) as the organization matures its multi‑provider technology ecosystem. As the business grows and its technology footprint becomes increasingly reliant on multiple internal teams and external providers working in concert, this role has been created to own the end‑to‑end service experience, ensuring that no matter how many hands touch a service, the business feels one seamless, high‑performing technology function.

You'll be the accountable owner for service performance, the escalation point when things go sideways, and the driving force behind continuous improvement across the entire service ecosystem. It is a role built for someone who wants real accountability, executive visibility, and the mandate to shape how technology service management is done.

Who: Our client is a well‑established, regulated financial services technology organization that plays a critical infrastructure role for the institutions and communities it serves. They operate in a complex,



multi‑vendor technology environment and are investing significantly in maturing their service management and governance capabilities; this role is a direct product of that investment.

The organization offers a hybrid work model, a collaborative and accountability‑driven culture, and the chance to work alongside experienced technology and business leaders on high‑impact, enterprise‑wide initiatives. This is a workplace that values operational excellence, strong governance, and continuous improvement, and gives its leaders real ownership over outcomes that matter.

You: You will bring the following education, skills and experience to the role:

Minimum 10 years of progressive IT Service Management experience, including hands‑on leadership building and evolving SIAM and service‑integration capabilities across complex, multi‑provider environments

Proven track record operating within outsourced or managed‑services environments, including governance model design, provider tooling/data integration, and transitioning outsourced service ecosystems from implementation through steady‑state

Deep working knowledge of ITIL, SIAM, and enterprise service‑management frameworks, with strong command of SLA/OLA governance, KPI management, and vendor performance oversight

Demonstrated ability to lead major incident response, cross‑provider escalations, and post‑incident root‑cause reviews under pressure

Strong stakeholder management and executive communication skills, with the ability to translate technical service issues into transparent business impact

Experience in a regulated industry, financial services preferred, is a strong asset

University degree in Computer Science, Information Systems, Business Administration, or a related discipline (or equivalent combination of education and experience)

ITIL and/or SIAM certification preferred

Compensation: This role offers a competitive compensation package including a salary of $140,000 - $160,000 plus 20% - 30% bonus, 6% RRSP Matching, 4 weeks vacation, and much more!

📌 Director, End-to-End Service Management (SIAM) (Vancouver)
🏢 Swim Recruiting
📍 Vancouver