Director, Incident Management

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**Working Arrangement**

Hybrid

Join our Global Technology Services and Support Team

Collaborating with the **AVP of Global Operations Command Center **, this role will be accountable for helping to drive and accelerate the transformation and operations of Incident Management for Manulife/John Hancock.

Manulife Incident Management is about focusing the efforts of a number of individuals, segments and resources, including information ; toward the achievement of restoring IT services. To collaborate with service partners and vendor engagement by optimizing response tactics while driving forward the vision of operating efficiency.

This will be achieved through the development of Application Health Dashboards. Establishing work flows against all technology platforms through the prioritization of issues. Our goal is to support the business, so they can deliver their products and services in the global marketplace by ensuring our focus is on reducing down time and improving mean time to restore (MTTR).

The Director is accountable for efficient operation of the Manulife Operations Command Centre(s) globally for all segments of business. Change enablement will be a priority while ensuring the activities align organization goals, reducing costs and improving response performance for the supported lines of business

**How will you contribute**:

- Oversees, develops, maintains all standard processes within the Operational Command Centre teams in coordination with support teams while leading a technical team analyzing the following platforms; Unix / Windows/ Network / Mainframe and other platforms.
- Responsible for leading the empowerment of teams by using innovative training strategies and knowledge transfer.
- Accountable for administrating the monitoring and automation tools and for setting standard processes while consistently seeking improvement to enhance efficiency.
- Instills a customer focused approach with the staff to ensure the line of sight to the client is clear; ensuring the maintenance of a high availability environment.
- Continually seeks to review global operations by generating efficiencies using centralized work flows into the command centre while collapsing those tasks in our satellite operation centres.
- Lead transformational change within the command centre technologies that align to Manulife’s global strategy.
- Pursues continuous improvements to optimize operational efficiencies by identifying gaps, defining the improvement strategy, implementing and controlling the results through automation and innovation.
- Seeks out industry trends and organization knowledge to understand alternative approaches /solutions to enable the organization to achieve its goals.
- Foster mentorship programs to ensure all staff have guidance to deliver the best in class client experience.

**Leadership attributes**:
**Communication and storytelling **- you excel at telling the stories of technology for technical and non-technical audiences of all levels.

**Data analysis and persuasive communications **- you can see and surface the “stories” in the data and facilitate better decisions through the sharing of that data.

**Organizational change enablement skills **- ability to drive cultural changes and adoption of new ways of working.

**Agility **- thrives in an environment where priorities are constantly evaluated for change or improvement.

**Critical thinking **- you’ll need to see each activity, communication and data set in terms of how it helps advance our transformation and aligns to our strategy.

**Persistence **- Tenacity to drive success.

**What We’re Looking For**:

- Strong influence and negotiation skills is crucial.
- Exceptional communication skills with the ability to communicate technical concepts in lay terms.
- 10+ years in a technology management role Graduate degree or equivalent experience Demonstrated leadership ability Knowledge of IT standards, Methodologies and audit requirements.
- Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with domain experts.
- Exceptional relational skills, fostering an environment of outstanding customer service experience in leading diverse teams through integration activities in an environment of changing and/or emerging technologies.
- Strong knowledge of the various lines of business technologies.

**What can we offer?**
- A competitive salary and benefits packages.
- A grow