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About the Role

As a Service Transition & Operational Resiliency Leader, you will be responsible for driving excellence across the Service Transition function and ensuring technology and business services are introduced or changed to production with stability, control, and measurable business value. This role leads the operational and governance pillar of the Service Transition team, complementing the Lead Engineer who focuses on the technical and automation pillar. The Service Transition & Resiliency Lead will own Operational Excellence, KPI and metrics governance, and portfolio health oversight, embedding a culture of accountability, data-driven decision-making, and continuous improvement.

Responsibilities

Lead the Operational Excellence program for the Service Transition function, focusing on process standardization, efficiency, and control.
Strengthen the governance framework of Operational Readiness across projects, E&P service delivery teams, and production support teams.
Enhance and manage the KPI and Metrics framework for Service Transition.
Lead the creation and delivery of executive-level reporting.
Drive continuous improvement through metric-based insights.
Develop and maintain a multi-year roadmap for Service Transition, embedding automation, predictive data-analytics capabilities, and AI-assisted decision-making opportunities.
Partner with senior leaders and cross-functional teams to ensure cohesive, organization-side alignment throughout the service lifecycle.
Provide leadership to the Service Transition team to foster a culture of accountability, performance, and innovation.
Represent the Service Transition domain in broader technical forums, steering committees, and enterprise governance bulletins.
Broader work or accountabilities may be assigned as needed.

Requirements

Bachelor Degree in Engineering
Ideally Certified ITIL/ITSM
8+ years of experience in Service Transition, Operational Readiness, or IT Service Management (ITSM) within a large enterprise or financial institution
People management / Team Lead experience
Strong understanding of ITIL framework (v5 preferred), particularly Service Transition and Service Operations domains
Strategic understanding of cloud ecosystems (AWS, Azure) and how cloud architecture, resiliency patterns, and service models influence operational readiness and service transition
Demonstrated ability to define multi-year operational strategies, maturity roadmaps, or transformation programs
Experience with technology resiliency practices, including disaster recovery planning, failover testing, business continuity integration, or operational risk management
Experience using data to drive decision-making, identify bottlenecks, and influence improvement strategies for the team
Experience leading organizational change initiatives or implementing new operational models across multiple teams or areas
Proven ability to influence senior leaders, drive alignment across diverse stakeholder groups, and navigate complex enterprise structures
Demonstrated success leading cross-functional teams through complex service launches, technology changes, or operational transitions
Experience with process automation, workflow tools, or Power Platform
Exposure to AI-driven process optimization, AI tool integration (Copilot)
Excellent communication, influencing, and stakeholder management skills – comfortable working across all levels of the organization

Skills

ITIL framework
Service Transition
Service Operations
Cloud ecosystems (AWS, Azure)
Technology resiliency practices
Disaster recovery planning
Failover testing
Business continuity integration
Operational risk management
Data-driven decision-making
Process automation
Workflow tools
Power Platform
AI-driven process optimization
AI tool integration (Copilot)
Communication
Influencing
Stakeholder management

Location

4100 Gordon Baker Road

Work Type

Hybrid
Full-time

Experience Level

8+ years of experience
People management / Team Lead experience

Education Level

Bachelor Degree in Engineering
Certified ITIL/ITSM

Salary/Compensations

$85,500.00 - $185,000.00

Benefits

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans

About the Company

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.

Equal Opportunity

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.