Senior Manager, Employee Technology Service Desk

Requisition ID: 228780

Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota.

Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment, where we’re always committed to results, in an inclusive, diverse, and high-performing culture.

Purpose

Lead and evolve the Global Employee Technology Service Desk team to deliver a world-class digital support experience. This role is accountable for driving operational excellence through the effective execution of day-to-day Service Desk functions, while also fostering a high-performance culture, and encouraging innovation through technology, automation, and strategic partnerships. The Senior Manager will champion continuous improvement, employee development, and cross-functional collaboration to ensure scalable, efficient, and customer-centric service delivery.

Accountabilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Operational Excellence: Oversee the day-to-day operations of the Global Employee Technology Service Desk, ensuring timely and effective resolution of incidents and service requests. Leverage performance reporting to identify trends, implement corrective actions, and drive continuous improvements in service quality and efficiency, while maintaining 24/7 support coverage and operational readiness. Demonstrate responsiveness to customer feedback by swiftly adapting to input and proactively escalating issues to ensure high satisfaction outcomes. Enhance reporting practices by prioritizing data-driven insights and perform effective workforce management.

Leadership & People Management: Inspire, guide, and develop a high-performing team of managers and technical analysts by setting clear goals, priorities and performance expectations aligned with KPIs and business goals. Provide regular coaching, feedback, and performance evaluations to support career growth and team engagement. Champion and embody the Bank’s ScotiaBond values—Client-centricity, Integrity, Inclusion, and Accountability—by fostering a culture of trust, transparency, and collaboration.

Stakeholder Engagement: Build and maintain strong relationships with internal business partners, vendors, and global stakeholders. Serve as a subject matter expert and trusted advisor on service desk operations and digital support strategies, while actively collaborating on cross-functional initiatives and enterprise-wide projects to drive alignment and shared success.

Strategic Planning & Innovation: Identify and implement process improvements, collaborate on automation opportunities and technology enhancements, and lead capacity planning and resource optimization to meet evolving business needs. Support the adoption of new tools and platforms that enhance the employee digital experience and contribute to long-term service transformation.

Governance & Risk Management: Ensure effective and efficient operations by embedding Scotiabank’s Values, Code of Conduct, and Global Sales Principles into day-to-day practices. Promote adherence to internal controls, ITIL/ITSM frameworks, and regulatory requirements, while managing operational, compliance, AML/ATF/sanctions, and conduct risks. Foster a risk-aware culture by aligning team activities with the Bank’s risk appetite and ensuring the adequacy and effectiveness of business controls. Oversee, maintain, and test the Service Desk’s Business Continuity Plan (BCP) to ensure operational resilience during disruptions, supporting the Bank’s broader commitment to stability and reliability.

Understand how the Bank’s risk appetite and risk culture should be incorporate into in day-to-day activities and decisions.

Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions

Approximately 65 + staff with 3-6 direct reporting Managers

Approximately 62,000 clients, 17 + countries

Canada Executive Offices and Dedicated Service Desks, Peru, Uruguay, GBS Colombia

Strategic Partner Relationships

Frequent interaction and negotiation with multiple vendors, including contract negotiations and input to technology product development.

Education / Experience / Other Information

Must to have:

Bachelor’s degree in computer science, Information Technology, or a related field.

8+ years of relevant IT service delivery experience, including 5+ years in a leadership role managing large, distributed teams and complex Service Desk environments.

3–5 years of experience in customer service and working within IT environments, including hands-on experience

Strong understanding of BNS standards and methodology.

Strong written and verbal communication skills, with experience leading client presentations and maintaining ongoing communication.

Working understanding of Microsoft technologies (Windows 10/11, Office 365, Exchange, Teams), Mac OS, mobile platforms (iOS/Android), and remote support tools (e.g., Bomgar).

Proficiency in Active Directory, basic network management (TCP/IP, DNS, DHCP), and endpoint management.

Strong knowledge of the ITIL framework and hands-on experience with enterprise ITSM platforms e.g. Service Now.

Familiarity with remote support tools e.g. Beyond Trust

Strong analytical skills and a data-driven approach to decision-making.

Bilingualism (English/Spanish) is mandatory.

B2 level of English.

Preferable:

ITIL, or equivalent certifications.

Experience in global or multi-regional support environments.

Working Conditions

When required, non-standard office working hours for scheduled implementations or while on rotational 24x7 on-call support; Limited travel internationally

#COLGBS

Location(s): Bogotá or Home-Office

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.