Director, Infrastructure Managed Services
Scotiabank · Toronto
Requisition ID: 262981
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
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. Acts as the senior authority for infrastructure outsourcing, ensuring alignment across business priorities, regulatory requirements, and long-term sourcing strategy.
Is this role right for you? In this role, you will:
- 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.
- Strategic Leadership:
- 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.
- Vendor and Contract Management:
- 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
- Service Performance and Operations:
- 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
- Risk, Resilience and Regulatory Compliance:
- 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.
- Financial and Value Management:
- 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 benefits realization is tracked and reported at executive level
- Transformation and Change
- 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
- Stakeholder Leadership
- 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
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
- 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:
o ITIL / Service Management frameworks
o Third-party risk management and outsourcing regulations (e.g., OSFI B-10)
o 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):
o ITIL (Expert / Managing Professional)
o COBIT / Governance frameworks
o Cloud certifications (AWS, Azure – desirable but not mandatory)
What's in it for you?
- Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
- Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
- Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
- Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
- Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.