Team Lead - Corporate & Commercial Service Desk & Application Support
BMO · Halifax, Canada · 5d ago
Application Deadline:
Address:
1675 Grafton StreetJob Family Group:
Join BMO and help shape the future of banking technology operations.
At BMO, we are driven by a shared Purpose: Boldly Grow the Good in business and life. As a Team Lead - Corporate & Commercial Service Desk & Application Support team, you will play a critical role in ensuring the stability, reliability, and continuous improvement of technology platforms that support our Corporate, Commercial Banking and Capital Markets businesses.
This is an exciting opportunity for a hands-on leader who thrives in a dynamic environment and is passionate about operational excellence, service delivery, innovation, and people leadership. You will lead a high-performing team responsible for production support, incident management, service desk operations, application onboarding, user provisioning, and operational governance across a diverse portfolio of business-critical applications.
As BMO continues to expand its technology capabilities, you'll have the opportunity to help drive key strategic initiatives, including onboarding new Capital Markets applications, advancing AI-enabled automation, enhancing operational processes, and championing the adoption of Microsoft Copilot and other emerging technologies.
What You'll Do
Leadership & Service Delivery
- Lead day-to-day production support and service delivery activities for a portfolio of Corporate & Commercial Banking and Capital Markets applications.
- Provide leadership, coaching, and direction to a team of support professionals while fostering a culture of accountability, collaboration, and continuous improvement.
- Manage ticket queues, backlog prioritization, workload distribution, resource planning, and operational performance metrics.
- Ensure exceptional service delivery by maintaining platform availability, stability, performance, scalability, and operational readiness.
Incident & Operational Management
- Coordinate and lead incident management activities, including service restoration, stakeholder communications, escalations, and root cause analysis.
- Oversee production readiness, release support, deployment activities, disaster recovery exercises, and operational compliance requirements.
- Ensure completion of daily monitoring, health checks, and operational controls to maintain audit and regulatory readiness.
- Drive adherence to Incident, Problem, Change, and Release Management best practices.
Strategic Improvement & Innovation
- Identify and implement opportunities to improve efficiency through automation, AI-enabled solutions, and process optimization.
- Champion Microsoft Copilot and other AI technologies to enhance productivity, reporting, knowledge management, and decision-making.
- Support ongoing initiatives including application onboarding, support model expansion, service management transformation, and operational modernization.
- Develop and maintain operational documentation, runbooks, process flows, knowledge repositories, and support procedures.
Stakeholder & Vendor Management
- Build strong relationships with business partners, technology teams, security teams, and external vendors.
- Collaborate across functions to establish operational roadmaps and ensure alignment with strategic business objectives.
- Manage vendor relationships, support agreements, licensing requirements, service performance expectations, and compliance obligations.
- Act as a trusted advisor by providing analytical, technical, and operational expertise to stakeholders.
Risk & Compliance
- Execute responsibilities in accordance with BMO's Risk Management Framework and Risk Culture.
- Ensure compliance with technology standards, policies, service level agreements, and regulatory requirements.
- Make sound, risk-informed decisions that protect customers, assets, and the bank while enabling business growth.
What You'll Bring
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field.
- 5+ years of experience in Production Support, Application Support, Service Delivery, or IT Operations.
- 2+ years of experience leading support teams or serving in a Team Lead capacity.
- Experience supporting banking, capital markets, trading, financial services, or other highly regulated environments.
- Strong understanding of Incident, Problem, Change, and Release Management processes.
- Proven track record of driving operational improvements and service excellence.
- Demonstrated experience leveraging AI tools, including Microsoft Copilot or similar technologies, to improve operational outcomes.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
Preferred Qualifications
- ITIL Certification.
- Microsoft Copilot, AI Fundamentals, Automation, or related certifications.
- Experience with ServiceNow and/or Jira.
- Experience with operational analytics, reporting, automation, and workflow optimization.
- Exposure to Capital Markets and Corporate Banking technology environments.
Key Competencies
- Service Delivery Leadership
- Production Support Management
- Incident & Problem Management
- Stakeholder Management
- Resource & Capacity Planning
- Continuous Improvement
- AI & Automation Mindset
- Data-Driven Decision Making
- Communication & Influencing Skills
- Customer Focus
- Operational Excellence
- Risk Management & Compliance
Working at BMO
At BMO, you'll have the opportunity to make meaningful contributions while working alongside talented colleagues in a collaborative and innovative environment. We invest in our people, encourage continuous learning, and support career growth through challenging work, leadership development, and access to emerging technologies.
If you're a hands-on technology leader with a passion for operational excellence, AI-driven innovation, and delivering exceptional service, we'd love to hear from you.
Boldly Grow the Good in business and life. Join BMO and make an impact.
Salary:
Pay Type:
The above represents BMO Financial Group’s pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Us
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en.
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.