Technical Services Delivery Lead

We are looking for an IT Service Delivery Lead to join our Global Technology team at Manulife Global Solutions. In this role, you will lead assigned technology teams and take accountability for day-to-day service delivery outcomes, ensuring priorities are managed, deliverables are completed, and service level commitments to the In-Market Business Partners are met.

Position Responsibilities:

• Lead the execution of service delivery plans for assigned technology teams to meet agreed service level commitments with the Business Unit.

• Manage day-to-day delivery priorities, ensuring work is clearly assigned, actively monitored, and completed on time.

• Lead teams supporting enterprise technology services including application support, software development, data platforms, data engineering, cybersecurity, information security, or technology risk management functions.

• Partner with business and technology stakeholders to prioritize initiatives, manage operational risks, and address service delivery challenges.

• Promote a collaborative, inclusive, and accountable team environment that supports continuous improvement and consistent service delivery.

• Provide leadership and guidance to team members by clarifying expectations, removing delivery blockers, and escalating risks or issues when appropriate.

• Own service delivery tracking, operational updates, resource visibility, performance monitoring, and reporting for assigned teams.

• Support continuous improvement initiatives focused on operational excellence, stability, efficiency, and service quality.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or another relevant field; equivalent experience may be considered.

• Demonstrated experience leading technology teams supporting one or more of the following:

  • Enterprise Applications

  • Application Development

  • Production Support

  • Data Management or Data Engineering

  • Cybersecurity, Information Security, or Technology Risk Management

• Strong stakeholder management and team leadership skills with the ability to influence outcomes and drive accountability.

• Experience managing delivery priorities, resource planning, operational risks, service reporting, and continuous improvement activities.

• Strong verbal, written, and presentation communication skills.

• Ability to quickly learn and adapt to new technologies, tools, and ways of working.

• Knowledge of Azure environments is an advantage.

• Amenable to work in a hybrid set-up, with onsite presence three times per week.

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 hr@manulife.com.