Sr. Manager IT Operations - Network Operations, Performance & Capacity, and Automation

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Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Role overview

The Senior Manager leads a complex, geographically distributed operational organization and sets direction across multiple disciplines. The incumbent is accountable for translating enterprise priorities into a coherent operational strategy, ensuring reliable service delivery, developing leaders and technical talent, managing stakeholder and vendor relationships, and maintaining a strong risk and control posture.

This role requires an experienced technology operations leader who can move easily between executive-level decision support and detailed operational oversight. The successful candidate will lead through influence in a matrix environment, make sound decisions with incomplete information, and maintain clear accountability for service outcomes, escalation, communication, and continuous improvement.

Key accountabilities

1. Operational leadership and service reliability

• Lead global day-2 network operations across NOC/L1, TR/L2, Performance & Capacity, and Network Automation.

• Set clear operational priorities, service expectations, escalation paths, and management routines for a 24x7 environment.

• Maintain focus on secure, stable and available network services through disciplined incident, problem and change execution.

• Ensure effective queue management, handovers, on-call coverage, site support, vendor engagement, and prompt escalation of material service risks.

• Provide executive-ready updates during major incidents and ensure business impact, recovery status, risks, decisions, and next steps are communicated clearly.

2. Incident, problem and change management

• Provide senior leadership during high-severity incidents and complex escalations affecting enterprise network services.

• Ensure events and incidents are triaged, prioritized, documented, handed over, escalated, and resolved in accordance with enterprise processes.

• Drive structured root-cause analysis, post-incident review, corrective actions, and problem-log governance to reduce repeat incidents.

• Promote ticket quality, accurate reason-for-outage information, clear timelines, and complete closure documentation.

• Provide operational oversight for high-risk changes, site redirections, maintenance activity, recovery testing, and post-change validation.

3. Performance, capacity and proactive assurance

• Lead proactive performance and capacity practices across supported network platforms.

• Ensure daily and recurring health reviews identify material trends, anomalies, constraints, and emerging service risks before customer impact.

• Oversee capacity assessments, consultative analysis, stakeholder reviews, dashboards, recommendations, and action tracking.

• Require clear ownership, treatment plans, and escalation for capacity concerns, single points of failure, and recurring degradation.

• Advance self-serve reporting so analysts can focus on higher-value assurance, consultation, and prevention work.

4. Automation, tooling and operational insight

• Set priorities for Network Operations automation based on service reliability, detection, triage, workflow efficiency, and risk reduction.

• Sponsor the design, implementation, maintenance, and adoption of health-check, incident-assistance, dashboard, reporting, and workflow automation.

• Ensure automation is controlled, supportable, documented, tested, and integrated into daily operating practices.

• Use ServiceNow, operational tools, dashboards, and metrics to identify friction, prioritize improvements, and demonstrate outcomes.

• Partner with tooling, observability, engineering, and platform teams to improve signal quality, alert routing, API integration, and operational visibility.

5. Operational readiness and engineering partnership

• Lead operational-readiness governance for new technologies, platforms, migrations, and material changes entering production.

• Ensure day-2 requirements are addressed before hand-off, including support ownership, resiliency, monitoring and alerting, logging, escalation, documentation, training, capacity, recovery, and operating procedures.

• Partner with Architecture, Engineering, Build/Deployment, Security, application teams, and vendors to resolve readiness gaps and clarify accountabilities.

• Represent Operations in technology roadmap and design discussions to improve supportability and reduce downstream risk.

6. Risk, controls, audit and resilience

• Create a strong risk and control culture across the function and ensure operational practices align with enterprise requirements.

• Maintain readiness for internal audit, regulatory, risk, and compliance inquiries through accurate evidence, documented processes, and timely action tracking.

• Oversee recovery playbooks, offline-access arrangements where required, escalation procedures, control evidence, and remediation commitments within the function’s scope.

• Ensure issues, exceptions, findings, and control gaps are clearly owned, escalated, monitored, and closed.

7. People leadership and organizational capability

• Set context, goals, accountabilities, and performance expectations for people leaders and individual contributors.

• Build, retain, coach, and develop a diverse global team with the technical, operational, and leadership capability required for current and emerging technologies.

• Maintain skills matrices, training plans, knowledge-transfer routines, succession coverage, and workload resilience across all teams.

• Create an inclusive, accountable environment that supports teamwork, recognition, candid feedback, continuous learning, and colleague well-being.

• Lead workforce planning, hiring, onboarding, role clarity, and deployment of internal, external, onshore, and offshore resources as applicable.

8. Vendor, stakeholder and financial stewardship

• Build credible relationships with business partners, technology teams, Service Management, Risk, Audit, Finance, HR, and senior leadership.

• Manage operational relationships with carriers, technology vendors, and managed-service partners, including escalations, performance reviews, root-cause follow-up, and service-improvement commitments.

• Translate technical issues into business language and provide clear recommendations, options, risks, and trade-offs.

• Support departmental and resource planning, forecast inputs, operating priorities, and vendor or contract decisions within delegated accountabilities.

• Deliver concise management reporting, scorecards, and insights that support investment, prioritization, and risk decisions.

Expected outcomes

• Reliable 24x7 network operations with clear escalation, strong incident execution, and disciplined change practices.

• Reduced repeat incidents and faster recovery through chronic-issue management, root-cause follow-through, automation, and engineering remediation.

• Proactive identification and treatment of performance, capacity, resilience, observability, and operational-readiness risks.

• Consistent, decision-useful reporting for service health, operational risk, action closure, workforce, vendor performance, and improvement delivery.

• A resilient and engaged organization with strong technical depth, leadership coverage, knowledge continuity, and readiness for new technologies.

• Effective partnerships across Operations, Engineering, Architecture, Security, business lines, vendors, and enterprise governance functions.

Experience and qualifications

Required

• Bachelor’s degree in Computer Science, Business Administration, or equivalent experience.

• 10+ years of progressive career growth in information technology.

• Demonstrated leadership and management of multi-discipline, high-performance teams and matrix resources.

• Demonstrated experience developing effective solutions to diverse and complex technology or business problems.

• Conceptual knowledge across multiple IT disciplines, with in-depth experience in one or more infrastructure or technology operations domains.

• Experience leading complex operational delivery, service management, stakeholder relationships, vendors, and escalations in a large enterprise.

• Working knowledge of incident, problem, change, operational-readiness, risk, control, audit, and technology lifecycle practices.

• Strong written and verbal communication, organizational, decision-making, coaching, and relationship-management skills.

Role-specific experience strongly preferred

• Leadership experience in enterprise network or infrastructure operations supporting business-critical services in a 24x7 environment.

• Experience with NOC/L1 and senior escalation/L2 operating models, major-incident response, performance and capacity management, observability, and automation.

• Experience partnering with Architecture and Engineering to establish day-2 supportability for new technologies and services.

• Experience using operational metrics, dashboards, ServiceNow data, and governance routines to drive measurable service improvement.

• Experience managing distributed teams, third-party vendors, managed-service partners, and follow-the-sun coverage.

• Experience responding to audit, risk, regulatory, and control requirements in a regulated environment.

Working conditions

• The function supports a global 24x7 environment. The incumbent is expected to provide senior escalation and decision support for material operational events outside regular business hours when required.

• The role operates in a complex matrix environment and requires frequent interaction across geographic, organizational, and technical boundaries.

• The position requires disciplined handling of confidential operational, workforce, vendor, audit, and risk information.

• Be on-call as required and available to lead as needed. Primarily On-site with 4 days at TD location, preferably Mississauga.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):