Manager, Business Reliability

at  Toyota

Job Description
Manager, Business Reliability
About Toyota Financial Services
Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly-owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario.
What Sets Us Apart?
At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative, and team focused environment. TFS is an important part of the Toyota family, an award-winning global company, recognized worldwide for our technological leadership and superior standards of quality, continuous improvement, and environmental responsibility.
TFS currently has an exciting full-time opportunity as a Manager, Business Reliability, reporting to the CIO. This role will reside in our Markham Head Office.

What You’ll Be Doing:

• Manage, lead, direct and provide oversight to the management of daily operational support activities that are performed by TCCI team members, partners and vendors, including on-prem and Cloud.
• Manage all third-party infrastructure and operational vendors: IaaS / Cloud, Network, On-Prem, User Services, Deskside support, and Telephony.
• Manage external vendor in adherence to established contracts/SLAs
• Develop and implement uniform system administration practices and ensure the necessary security policies and procedures are in place to minimize risks.
• Provide timely response to queries, provide coordination and escalation point for all incidents and problems.
• Work with partner to improve efficiency of the provisioning and de-provisioning process.
• Define standard operating procedures, service levels, KPIs, and controls for all IT processes.
• Adapt to a rapidly changing technology landscape by assessing and implementing continuous improvements while ensuring the management of environments, capacity planning and IT assets (SW & HW).
• Work closely with architecture and information security teams for project implementations as well as ensuring internal company policies, compliance requirements, and contractual commitments are maintained.
• Develop and maintain technical roadmap including a long-term technical plan, accounting for company growth and business needs.
• Manage and contribute to the development of the annual information technology budget and business improvement budgets.
• Work with vendors to help ensure proper contracts and pricing are in place and manage the budgeting, forecasting and operations of this area.
• Lead the Disaster Recovery practice and support the Business Continuity Plan initiatives

What You’ll Bring:

• Post Secondary degree or diploma in Computer Science, Information Systems or a related field required.
• 7+ year’s leadership/management experience in an IT Infrastructure role.
• 10+ years of demonstrated hands-on experience in Production Operations or Support environment.
• Previous experience with IT Operations, Help Desk and Problem Management tools or procedures
• Understanding of the importance of process discipline as it relates to production operations.
• Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change, Knowledge Management) and ServiceNow
• Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation
• Superior analytical, problem solving, critical thinking and decision-making skills required.
• A high degree of judgment and initiative is required for issue resolution.
• Excellent communication (verbal and written), interpersonal, presentation, customer service and relationship building skills.
• Proven track record in working with external consultants, senior business leaders, internal stakeholders and external vendors required; demonstrated ability in business partnering.
• Skilled at teamwork, innovation, adaptability, and decision making, along with a customer focus, results orientation, and business acumen.
• Project management experience.
• Proficiency with Microsoft Office Tools is a must
• Must have flexibility to work outside of regular business hours if/when required.

What We’ll Bring:

• A work environment built on teamwork, flexibility, and respect
• Competitive salary including bonus
• Health and dental benefits effective immediately
• Company pension plan with matched contribution
• Associate vehicle discount program
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Fitness reimbursement
• Great company culture-Respect for people and continuous improvement is at our core
• Hybrid work environment

What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law

• Manage, lead, direct and provide oversight to the management of daily operational support activities that are performed by TCCI team members, partners and vendors, including on-prem and Cloud.
• Manage all third-party infrastructure and operational vendors: IaaS / Cloud, Network, On-Prem, User Services, Deskside support, and Telephony.
• Manage external vendor in adherence to established contracts/SLAs
• Develop and implement uniform system administration practices and ensure the necessary security policies and procedures are in place to minimize risks.
• Provide timely response to queries, provide coordination and escalation point for all incidents and problems.
• Work with partner to improve efficiency of the provisioning and de-provisioning process.
• Define standard operating procedures, service levels, KPIs, and controls for all IT processes.
• Adapt to a rapidly changing technology landscape by assessing and implementing continuous improvements while ensuring the management of environments, capacity planning and IT assets (SW & HW).
• Work closely with architecture and information security teams for project implementations as well as ensuring internal company policies, compliance requirements, and contractual commitments are maintained.
• Develop and maintain technical roadmap including a long-term technical plan, accounting for company growth and business needs.
• Manage and contribute to the development of the annual information technology budget and business improvement budgets.
• Work with vendors to help ensure proper contracts and pricing are in place and manage the budgeting, forecasting and operations of this area.
• Lead the Disaster Recovery practice and support the Business Continuity Plan initiative