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Associate Vice President Delivery Service Operations

Req. #:  14620
Department: IT Infrastructure Services
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  10
Category: Information Technology

The Associate Vice President, Delivery Service, Operations is accountable for the delivery of Group IT operational services to Standard Life businesses in Canada & North America – these include SCDA, Standard Life Investments Canada and Standard Life Investments USA.

There is one jobholder performing this role across Standard Life Group, who will report to the Group Head of Infrastructure Services, Group IT & Commercial, and who will be part of the senior management team, guiding strategic and operational decision making. Indirect reporting lines will exist to business heads in SCDA, SLI Canada and SLI USA.

  • Working collaboratively with Group teams/colleagues across the world, to deliver a robust, 24/7 customer focused IT service delivery function to all Standard Life business in the North American region, within flexible service models.
  • Collaborating and engaging with senior Execs across Standard Life business to ensure service meets business need.
  • Based on an appreciation of the complete life-cycle of IT systems and services, assisting other IT functions with identification of process, service, project and component costs.
  • Providing leadership to the IT Operations community within Standard Life North American business locations – setting direction and objectives in line with business requirements and Group direction.
  • Driving a clear release and delivery strategy for the assigned applications and a clear resourcing and sourcing strategy.
  • Producing an 18 months rolling release delivery plan and a three-year business plan for the service.
  • Measuring and driving improvement in cost of delivery, productivity and output by setting clear targets, communicating clearly and working through our people and with our partners.
  • Actively managing risk in the service by identifying key operational risks and communicating them to all parties concerned.
  • Managing budgets, keeping them up to date and planning investment and spending according to best governance practice standards.
  • Accountable for managing the assigned services as products and assets, balancing longer term investment with short term delivery requirements.
  • Ensuring compliance with core organizational policies (including those governing all technological matters, governance processes, hardware/software procurement, staff development/rewards, change initiatives, and standards of professional conduct).
  • Making the right decisions to ensure a high level of Customer Satisfaction, service excellence and delivery against KPIs, utilizing and influencing Standard Life ITIL and COBIT Group processes.
  • Ensuring that appropriate business processes are in place in line with the IT governance frameworks.
  • Managing the performance and development of own direct reports and enhancing their overall capabilities within their function, with a view of creating a high-performing team.
  • Creating and maintaining consistent values and culture horizontally across the SL Group and own area.
  • Maintaining industry awareness & continually looking for opportunity to develop best practices and ensure continuous improvement of service levels.
  • Representing the department, division or company on internal and external forums, e.g. conferences, seminars, etc potentially at worldwide level, possibly including various forums contributing to IT industry.


  • Bachelor’s degree in a relevant field, plus 10 years of IT delivery experience in senior roles, in either an operations or IT support area.
  • Knowledgeable about multiple IT disciplines (i.e. operations, IT support and maintenance, systems integration, applications development) with detailed understanding of at least one.
  • Detailed knowledge of IT process and governance frameworks (i.e. CobiT controls and ITIL).
  • Experience identifying and negotiating external contracts, service management, market trends and business/industry knowledge.
  • Successful track record managing human and financial resources, as well as influencing decision making at executive and business operational levels.
  • Experience of sponsoring projects, initiating and managing change across divisions or business units.
  • Ability to clearly articulate complex technical, commercial or strategic challenges to senior business stakeholders.
  • Project lifecycle awareness.
  • Excellent communication skills, verbal and written, both in French and English.


  • Work experience in Finance, Insurance or banking industry will be considered an asset.
  • Process improvement approaches and methods e.g. Six Sigma.
  • Ability to deliver presentations, education and awareness training material.
  • Working knowledge of legal (i.e. licensing) and commercial (i.e. costs/charges) areas of IT service provision.

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The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.

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