Senior IT Service Delivery Lead (Manager)

We are looking for a Senior IT Service Delivery Lead (Manager) to join our Global Technology team at MBPS. In this role, you will lead multiple technology teams and specialists across Manulife segments, with responsibility for enabling effective team operations and ensuring deliverables are completed in alignment with agreed service level commitments to the Business Unit.

Position Responsibilities:

• Develop and execute tactical and strategic plans to meet or exceed agreed service level commitments with the Business Unit.
• Oversee day-to-day service delivery operations by coordinating priorities, resources, and execution across onsite and offshore teams.
• Foster a positive, inclusive, and high-performing work environment that encourages collaboration, innovation, continuous improvement, and operational excellence.
• Coach and support technology professionals to strengthen engagement, improve productivity, and enable career development.
• Lead governance, reporting, resource planning, capacity management, and service performance monitoring for assigned teams.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Finance, Investments, or another relevant field; equivalent post-secondary education or experience may be considered.
• Strong verbal, written, and presentation communication skills, with the ability to tailor messaging for various audiences and organizational levels.
• Excellent stakeholder management and negotiation skills, with the ability to build effective cross-functional relationships.
• Proven ability to manage capacity, identify operational risks, and drive continuous improvement initiatives.
• Demonstrated ability to quickly learn and adapt to new products, technologies, tools, and ways of working.
• Knowledge of Azure environments is an advantage.
• Amenable to work in a hybrid set-up, with onsite presence (3) times per week.
• Amenable to work in any shift schedule assigned (preferably mid-shift)

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid