Return to search results

AVP IT Service Delivery

  • Employer: Felcom
  • City: Toronto
  • Job category: Information Technology, Leadership and Management
  • Job ID: J0418-1285
  • Job type: Regular full time

Company Overview

A member of the iA Financial Group, Felcom Data Services Inc. provides fund accounting and transfer agency services to investment fund manufacturers. The company was incorporated in 1999 and is based in Toronto, Canada.


Reporting to the Vice President, Information Systems & Technology, IA Wealth Management Division,
the Assistant Vice President IT Service Delivery provides leadership in all aspects of IT services delivery across all Wealth Management lines of business. Being accountable for end to end delivery, the AVP IT Service Delivery is responsible for the business analyst/application support team and the project management team and works with The VP Infrastructure, the AVP Support, the IT Security Manager, and the Development Manager to ensure superior levels of internal client satisfaction. The AVP IT Service Delivery works closely with the business counterparts to initiate IT related projects, capture requirements, and to maintain a consistent project governance. This role then coordinates all of the internal IT areas to ensure that projects and services are delivered in a reliable and timely fashion. They will also be responsible for researching potential solutions and vendors. This position is responsible for providing guidance, leadership and procedure development to the PM and BA teams.

The Assistant Vice President IT Service Delivery has ultimate responsibility for delivery of the systems, processes, technologies, and personnel that result in meeting the SLA’s.


•Leads the Business Analysis/Application Support Team and the IT Project Management Office
•Responsible for the successful research, planning and implementation of the contracted services where success criteria include: meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement and value requirements through the effective interaction with the related service lines, solution partners and the client
•Presenting potential solutions, vendors, services to the VP, IS&T for execution
•Responsible for establishing, leading and maintaining a skilled team of all delivery resources on a daily basis
•Acts as a liaison between IT and business counterparts
•Coordinate with all internal technical Teams, vendors for problem resolution and project coordination
•Monitor service delivery performance against targets, gauges customer service indicators and project delivery timelines
•Develop and implement process improvement to maximize service delivery and minimize costs
•Recognize business needs and find areas for growth at the client by assisting service delivery managers with identifying new services to offer to the client
•Ensure documentation and data flow maps are maintained
•Day to day management and leadership of a team
•Build and maintain high team morale, and positively cascade Corporate and Departmental communications
•Achieve and/or exceed the Service Level Agreements (SLAs) and project delivery timelines
•Lead, guide and develop direct reports on a day to day basis to achieve objectives and targets in accordance with the Unisys Performance Management process
•Handle all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures
•Ensure training is provided as required to adapt and improve skill sets for changes in work profiles
•Identify areas of risk around delivery and mitigate those in timely manner
•Act as an escalation point for vendors & internal clients. Escalate situations that may impact achievement of service commitments and KPIs/Targets in accordance with agreed procedures Follow escalations through to completion ensuring all parties informed as required
•Ensure that new business projects are scoped, resourced and implement
•Establish Regular KPI and management reporting
•Strive for high levels of client satisfaction for the products/solutions supported
•Participate in new technologies evaluation process
•Pro-actively manage the implementation of services and project delivery
•Deliver presentations/demonstrations to business units and corporate town hall
•Recognize and act upon additional service opportunities


•5-10 years of experience in managing vendor relationships, Strives for high levels of client satisfaction for the products/solutions supported
•Extensive experience leading projects related to IT development, systems support and/or vendor management.
•BA / BS degree required
•Proven ability to drive innovation
•Some knowledge of the Investment/Wealth Management industry
•Excellent verbal and written skills. Bilingual in French/English is an asset
•Solid organizational and time-management skills
•Self-starting, self-motivating, self-learning work approach
•Ability to work with minimal supervision and affinity for team-based action planning
•Ability to coordinate multiple, dissimilar activities simultaneously
•Proven ability to clearly focus on deliverables while controlling disparate organizations involved in setting client expectations and defining service delivery
•Proven ability to develop and maintain good working relationships with clients and internal work groups.
•Flexibility to work extended work schedules as required. May require availability after office hours and/or on weekends in emergency situations
•Aptitude for quick learning of technical and procedural topics
•Client-focused, resourceful, taking initiative, pro-active.
•Results driven; analytical and an ambassador of excellent client service.
•Ability to be on-site in Montreal, Quebec City, Vaughan and Toronto.

iA Financial Group is committed to fostering a workplace that promotes diversity and inclusion. We can provide accommodation in our recruitment and selection processes to applicants with disabilities where required. Please contact me and I will work with you to meet your needs.

Working at iA Financial Group

We consider our employees to be our most important investment and we have a lot to offer them. Find out more about iA.

iA Financial Group is committed to having an equal access employment program and welcomes applications from women, visible minorities, Aboriginal peoples and disabled persons. Any use of the masculine form is to simplify the text and includes the feminine form.