IT Service Delivery Director

Position Responsibilities

• Set the strategic direction and delivery priorities for the area of responsibility, ensuring alignment with Business Unit objectives, service level commitments, and broader Global Technology goals.
• Lead and enable service delivery leaders, providing direction, coaching, and accountability to ensure consistent execution, effective decision-making, and strong delivery outcomes.
• Drive capability building across assigned teams by strengthening leadership practices, workforce planning, skills development, knowledge management, and continuous improvement maturity.
• Own service delivery governance, performance management, risk oversight, resource strategy, and capacity planning across the area of responsibility.
• Partner with senior stakeholders to anticipate business needs, shape delivery strategies, resolve escalations, and ensure technology services continue to support business priorities and operational resilience.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Finance, Investments, or another relevant field; equivalent post-secondary education or experience may be considered.
• Extensive experience leading technology service delivery functions, including accountability for multi-team delivery, operational performance, and stakeholder outcomes.
• Demonstrated experience leading leaders, building high-performing teams, and developing leadership capability across an area of responsibility.
• Strong strategic planning, governance, capacity management, and operational risk management skills, with the ability to translate business priorities into actionable delivery strategies.
• Excellent stakeholder management, negotiation, and executive communication skills, with the ability to influence across functions, segments, and leadership levels.
• Demonstrated ability to lead change, drive continuous improvement, and build scalable ways of working across teams.
• Knowledge of Azure environments is an advantage.

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 .

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 .

• Working Arrangement
• Hybrid
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