Director, Infrastructure Managed Services

Overview

Join a results-driven, purpose-oriented team within an inclusive and high-performance culture. As the Director of Infrastructure Managed Services, you will be responsible for the overall governance, performance, risk management, and value realization of Scotiabank's extensive infrastructure managed services outsourcing agreements. This vital role ensures that outsourced infrastructure services remain resilient, secure, compliant, and cost-efficient, supporting the bank's technology strategy, regulatory mandates, and enterprise transformation efforts. You will act as the senior authority overseeing infrastructure outsourcing, aligning it with business priorities, regulatory demands, and long-term sourcing strategies.

Key Responsibilities

• Lead a customer-centric, resilient infrastructure service model by managing outsourced providers, ensuring alignment with enterprise objectives, regulatory standards, and risk frameworks.
• Provide executive leadership for the infrastructure outsourcing model, crafting and executing long-term strategies in line with the bank's technology and business goals.
• Serve as the sole accountability point for the health, sustainability, and advancement of managed service partnerships.
• Drive continuous enhancements through optimized sourcing strategies, maturity development, and commercial efficiencies.
• Oversee outsourced services to support crucial initiatives such as cloud adoption, modernization, and platform standardization.
• Manage vendor relationships and contracts, including executive governance forums and ensuring compliance with contractual obligations, SLAs, KPIs, pricing, and incentive schemes.
• Lead significant contract events like renewals, renegotiations, scope adjustments, remediation, and dispute resolution, partnering closely with Procurement and Legal on risk, compliance, and contract management.
• Ensure infrastructure services—including compute, storage, network, workplace, cloud, and data centers—meet availability, performance, capacity, and recovery targets.
• Oversee service management disciplines such as incident, problem, change, and major incident management, promoting transparency with detailed metrics and executive reporting.
• Enforce effective service integration across multiple service providers and internal teams.
• Maintain compliance with regulatory outsourcing requirements (e.g., OSFI B-10), ensuring a strong control environment encompassing operational risk, cybersecurity, data protection, business continuity, and disaster recovery.
• Identify, escalate, and remediate significant outsourcing risks and control gaps; support regulatory reviews, audits, and external assessments.
• Control and optimize infrastructure managed services budgets (typically $100M+), ensuring cost predictability and extracting measurable value related to cost-saving, quality, scalability, and risk mitigation.
• Collaborate with Finance for forecasting, spend management, and optimizing commercial models such as consumption-based and unit pricing.
• Facilitate infrastructure transformation initiatives that support cloud, automation, and legacy system decommissioning.
• Lead major transitions including vendor onboarding/offboarding and service changes, ensuring minimal service disruption through robust exit and transition strategies.
• Promote ongoing innovation and improvement across vendor partnerships.
• Build trusted partnerships with key stakeholders across Technology, Business, Risk, Compliance, Procurement, Audit, and Finance.
• Represent the bank in regulatory interactions related to outsourcing and infrastructure services.
• Lead and develop internal teams focused on vendor management, service integration, and operational oversight, fostering a culture centered on accountability, collaboration, and continuous enhancement.
• Integrate risk appetite and culture considerations in all activities and decisions, ensuring operational, regulatory compliance, AML/ATF, and conduct risks are effectively managed according to established frameworks and standards.
• Develop and execute a people strategy to attract, retain, and motivate talent by creating an inclusive work environment, applying a coaching leadership style, clearly communicating vision and strategy, and managing succession and development planning.

Required Skills and Experience

• Minimum 15 years in IT infrastructure, outsourcing, or managed services leadership roles.
• Extensive expertise managing large-scale outsourcing and vendor relationships in financial services or other regulated sectors.
• Strong knowledge of ITIL/service management frameworks, third-party risk management, and outsourcing regulations such as OSFI B-10.
• Profound understanding of infrastructure technologies including cloud, data centers, networks, and workplace environments.
• Proven success in managing major commercial contracts and complex vendor relationships.
• Experience leading substantial transformation projects including cloud migrations, vendor transitions, and modernization efforts.
• Robust financial skills encompassing budget management, cost optimization, and commercial modeling.
• Exceptional executive stakeholder engagement and experience with regulatory oversight.
• Preferred certifications: ITIL Expert or Managing Professional, COBIT or governance frameworks, and cloud certifications (AWS, Azure) are advantageous but not mandatory.

Additional Information

• Scotiabank promotes diversity, equity, inclusion, and allyship by fostering an environment where every employee can reach their full potential and is valued and respected without bias.
• Committed to creating accessible and inclusive workplaces by removing barriers and accommodating individual accessibility needs throughout the recruitment process and employment.
• Offers opportunities for professional development through online courses, cross-functional experiences, and tuition assistance.
• Competitive rewards including bonuses, flexible vacation, personal and sick leave, and benefits effective from day one.
• Community engagement initiatives regardless of work location, featuring events like hackathons, contests, social activities, and more.

Location

Toronto, Ontario, Canada

About Scotiabank

A leading financial institution in the Americas, Scotiabank is driven by its purpose to support customers, families, and communities in achieving success via a comprehensive range of banking, wealth management, corporate, and capital market services. The bank emphasizes inclusivity, accessibility, and respect for diverse backgrounds and perspectives, ensuring accommodation throughout recruitment and employment processes.