Director, Production Support Operations - Consumer and Small Banking Business

About the role

The Technology Operations Director leads the transformation of PSO, a critical support organization for the bank's banking platforms, into a proactive, engineering-led capability grounded in Site Reliability Engineering (SRE), DevOps, and platform engineering principles. This role integrates production engineering, incident management, and operational risk into a unified, data-driven practice that enhances system reliability, strengthens change governance, and continuously improves performance.

Responsibilities

• Manages a large technology operations team, directing multiple teams led by lower level managers to deliver secure, reliable services in line with defined objectives.
• Executes short to midterm operational plans for the technology operations job area, providing input and recommendations to refine priorities within those parameters.
• Translates technology strategies and roadmaps into detailed goals, delivery plans, and work assignments for managed teams, making timely, informed decisions to keep execution on track.
• Applies and maintains governance, risk management, and compliance practices for the job area, ensuring day-to-day adherence to enterprise frameworks and escalating material issues to senior leaders.
• Oversees key technology initiatives and operational improvement efforts within the job area, delivering measurable gains in stability, efficiency, and business value through effective execution.
• Presents operational insight, performance data, and risk perspectives from the job area to senior leaders, influencing adjustments to plans and priorities as needed.
• Drives innovation in the job area by implementing improved standards, processes, and operating models, and by advancing the adoption of automation and relevant emerging technologies to enhance outcomes.
• Manages key vendor, partner, and stakeholder interactions for the job area, making informed decisions on service performance and operational issues to meet agreed objectives and financial constraints.
• Maintains operational performance and spend for the job area against approved budgets and targets, leading continuous improvement to optimize cost, quality, resilience, and colleague experience within defined limits.
• Provides day-to-day leadership, coaching, and development for lower-level managers and senior individual contributors, building team capability and accountability to deliver against established strategies and plans.

Qualifications

• Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration, or related field.
• Minimum of 10 years of progressive experience in technology operations.
• Advanced leadership and management experience leading complex technology operations teams.
• Proven proficiency in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management.
• Proven track record in strategic planning, technology governance, and leading large, complex operations.