Senior Manager, ITSM Audit - Scotiabank, Toronto

AI Summary

This Senior Manager, ITSM Audit role at Scotiabank in Toronto, Ontario, focuses on the end-to-end delivery of audit, regulatory, and self-identified issues across various IT Service Management (ITSM) domains. The position aims to stabilize, accelerate, and de-risk ITSM audit outcomes through strong program governance and disciplined execution. Key requirements include 8-12+ years of experience in program management, audit remediation, or regulatory delivery within large IT organizations, coupled with a strong understanding of audit lifecycles.

About the Role at Scotiabank

As a Senior Manager, ITSM Audit & Regulatory Deliverables at Scotiabank, you will be accountable for the comprehensive, end-to-end delivery of audit, regulatory, and self-identified issues across all critical IT Service Management (ITSM) domains. This includes Incident, Problem, Change, Configuration Management Database (CMDB), Release, and IT Asset Management (ITAM). The core purpose of this role is to stabilize, accelerate, and de-risk ITSM audit outcomes by providing robust program governance, disciplined execution, and a single point of ownership for complex, multi-issue delivery spanning both Internal and External Audit. You will operate within a high-volume, high-scrutiny audit environment, characterized by multiple concurrent high and medium risk findings, tight and often shifting regulatory deadlines, and a frequent need for audit rejections and resubmissions. This role demands heavy dependency on evidence quality, scenario testing, and operational effectiveness.

You will own the integrated ITSM audit delivery portfolio, managing issues from Management Action Plan (MAP) creation through evidence submission, IQA/IA validation, and final closure, ensuring a clean, audit-defensible view of issue status, dependencies, risks, extensions, and approvals. Furthermore, you will proactively manage high risk and US Nexus issues requiring IQA review and multi-line validation, partnering with key stakeholders to drive timely remediation and ensure audit feedback is fully addressed, minimizing rework across the enterprise. This involves enabling coordination between ITSM, ITAM teams, Audit, Risk, external advisors, and senior leaders, as well as preparing and delivering executive-ready status reporting that highlights risk posture, overdue items, rejected packages, and decisions required. You will run structured governance forums for at-risk or overdue audits, ensuring submissions demonstrate both design and operational effectiveness, and drive consistency in closure packages, narratives, and supporting artifacts across ITSM pillars. Identifying recurring audit themes and recommending systemic fixes, along with standardizing audit delivery practices, templates, and reporting across ITSM, are also key responsibilities.

Skills and Experience for Success

To succeed in this challenging and rewarding Senior Manager position, candidates should possess a Bachelor’s degree in Business, Finance, Technology, Audit, or a related field. A minimum of 8–12+ years of experience in program management, audit remediation, or regulatory delivery within large IT organizations is essential. Proven experience managing audits and demonstrated success operating in high-risk, audit-intensive environments with overlapping regulators and reviews are critical. A strong understanding of audit lifecycles, Management Action Plans (MAPs), evidence standards, and validation processes is required, alongside experience with regulatory reporting or equivalent regulatory frameworks. Professional certifications such as PMP, PgMP, or SAFe are highly valued, as is experience coordinating with external advisors.

The role demands audit-grade attention to detail and follow-through, coupled with the confidence to constructively challenge timelines and audit interpretations. The ability to manage ambiguity, rejection, and shifting expectations, along with executive presence and concise communication, are key attributes. A bias for closure, not perpetual extension, is highly valued. Scotiabank fosters an inclusive and high-performing culture, and this role contributes significantly to reducing overdue, rejected, or repeatedly resubmitted ITSM audit issues, improving first-pass acceptance of evidence by IQA and Internal Audit, and increasing confidence from Audit, Risk, and senior leadership in ITSM delivery. This position is crucial for establishing clear ownership and predictability across ITSM audit timelines.