Requisition ID: Thanks for your interest in ScotiaTech, Scotiabanks 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 stylemargin:top:0.0cm;margin:bottom:0.0cm: : 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 and 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 and 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 and 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 o