We are seeking an IT Service Delivery Lead to join our GWAM Team within the Segment Tech function at MBPS. In this pivotal role, Leader will need a strong track record of managing high‑performing teams and driving end‑to‑end delivery of technology solutions aligned with global strategic objectives. Leader will partner with MBPS management, Business Units, and cross‑functional stakeholders to ensure seamless execution of digital initiatives, operational excellence, and continuous improvement. Adept at translating business needs into scalable technology strategies, fostering collaboration across global teams, enabling innovation to support organizational growth and committed to building empowered teams, enhancing service delivery, and contributing to the success of the enterprise-wide Global Technology strategy.

Have the skills and experience for the job? Learn more about it below!

Position Responsibilities: 

• Effectively partner with the co-Leaders/Senior Leaders/Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
• Effectively manage daily operations on the team assigned by coordinating efforts with peers onsite and multisite, including Business unit and stakeholders.
• Provide management input with respect to staff performance, identify training gaps and development opportunities.
• Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team.
• Adapt to Business Unit’s strategy and align with any changes to the Team Member particularly with the support model and goal.
• Conduct regular coaching, performance assessment and quarterly update of the individual development plan of each staff member.
• Liaise with supporting departments to optimize service delivery; coordinate and relay information; identify potential problem areas and resolve or escalate them.
• Review, collect, and summarize Operational Metrics monthly and conduct business/governance review with stakeholders.
• Ensure team documentations (SLA, SOP, SoW, Operational Management, etc.) are up to date and meet the standard set by the company.
• Review, analyze and recommend improvement for capacity management in terms of workload and utilization.
• Perform analysis on SLA and implement process improvements to further improve team performance.
• Review of performance incentives of the team.
• Manage and participate in projects and other duties as required.
• Work closely with the training departments to support ongoing training initiatives for the team.
• Partner with HRM about HR issues and concerns including disciplinary action cases.

• Amenable to work on a hybrid set-up (3x a week onsite)
• Amenable to work in any shift schedule assigned (morning / mid-shift; but flexible depending on business need)

Required Qualifications:

• Five (5) or more years of IT Experience with bachelor’s degree in Computer Science, Information Technology, Information Systems, or any related course.
• With innovative and process improvement mindset in alignment to new technology.
• Have good organizational, multi-tasking and time management skills with the ability to be flexible and adaptive to changing environments and strategy, and to work independently and meet tight deadlines.
• Expected to perform as an effective leader (set goals, provide feedback, define accountabilities, etc.) to staff.
• Excellent escalation handling, coaching, planning, organizing and performance management skills.
• Able to build and maintain honest, ethical and fair relationships with direct reports, peers, supervisors and customers.

Preferred Qualifications:

• Leadership experience in the IT/Investment industry.
• Excellent analytical, problem-solving, and communication skills (both written and oral).
• Team-oriented yet able to work independently – proven ability to multitask both independently and within a team.
• Ability to understand business process requirements and using technology, conceptualize creative solutions through implementation.
• Client and action-oriented, creative and proactive thinker.

 When you join our team:

• We’ll empower you to learn and grow the career you want. 
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid