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

Work Location:

Mississauga, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$115,600 - $163,200 CAD

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 impro