Genworth Financial, Inc

Manager, IT Production Support

Genworth Financial, Inc • $90K — $110K *
Oakville, ON L6H 0A5In-Person
Information Technology
5 - 7 years of experience
More than 3 months ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in computer science, Engineering, Information Technology, Business Administration, or a related field.
  • 5+ years of experience in IT production support or IT operations, with at least 2 years in a leadership or managerial role.
  • Strong understanding of IT service management (ITSM) frameworks, such as ITIL.
  • Proven ability to collaborate with business stakeholders for technology alignment.
  • Excellent leadership skills with a track record of developing high-performing teams.
  • Strong problem-solving and analytical skills for complex technical challenges.
  • Exceptional communication skills to bridge technical and business discussions.

Responsibilities

  • Lead and develop a team focused on IT production support and customer success.
  • Collaborate with sales and operations to implement technology solutions.
  • Build strong customer relationships by addressing their pain points.
  • Oversee incident management and root cause analysis for operational efficiency.
  • Manage third-party relationships for seamless technology integration.
  • Monitor IT system performance and drive process improvements.
  • Create reports and dashboards to track KPI and SLA performance.

Benefits

  • Competitive compensation and annual performance bonus.
  • Medical and dental benefits offered.
  • Company funded pension plan with matching retirement savings options.
  • Flexible work-from-anywhere days to support work-life balance.
  • Commitment to a diverse and inclusive workplace culture.
Full Job Description
Ready to Make an Impact

Reporting to the VP, IT Operations, the Manager, IT Production Support is a customer-focused leader responsible for ensuring the reliability and performance of IT systems while partnering with Sales to address technology needs and enhance service delivery. This role oversees a team responsible for managing incident resolution, service optimization, and recurring technical challenges, aligning IT capabilities with enterprise goals.

This position is being posted to fill an existing vacancy within the department.

Here is where you will be focusing to ensure your success

  • Lead, manage, and develop a team of IT professionals responsible for production support and customer success to ensure system reliability, incident resolution, and continuous service improvement.
  • Partner with National & Regional Sales, Operations, and other business stakeholders to identify and implement technology solutions that address the goals, needs and challenges of our customers.
  • Develop and maintain strong customer relationships by providing transparency, addressing pain points, and driving innovative IT service enhancements.
  • Oversee incident management, root cause analysis, and resolution of recurring technical issues to minimize disruptions and improve operational efficiency.
  • Manage relationships with third-party Loan Origination Systems (LOS), vendors and data providers to ensure seamless integrations and coordinated incident resolution.
  • Monitor IT system performance, ensure compliance with industry standards and customer commitments, and drive process improvements to optimize IT operations.
  • Develop reports and dashboards to track KPIs, SLA performance, and operational trends for lender support activities.
  • Collaborate with cross-functional teams to plan and execute technology upgrades, system enhancements, streamlining of workflows, automation of manual tasks, and service delivery initiatives.
  • Create, implement and maintain a customer centric support process and its' procedures and documentation to ensure compliance with internal KPIs and customer SLAs.
  • Maintain customer focused support documentation, runbooks, standard operating procedures (SOP), and training materials to strengthen internal knowledge and consistency.
  • Work within an agile development process, collaboratively across the IT and business functions to iteratively implement strategic IT deliverables and assist with implementation of DevOps SDLC.
  • Work closely and collaboratively with the IT Leadership on assessment of external technology solutions and services ensuring consistency with business direction and technology sustainability.
  • Proactively monitor business strategies and MI industry innovations and incorporate into Production Support roadmaps.
  • Lead and participate in cross functional projects as required.


What we are looking for

  • Bachelor's degree in computer science, Engineering, Information Technology, Business Administration, or a related field.
  • 5+ years of experience in IT production support or IT operations, with 2+ years in a leadership or managerial role.
  • Strong understanding of IT service management (ITSM) frameworks, such as ITIL, and experience with incident and problem management.
  • Proven ability to collaborate with business stakeholders to align technology solutions with customer needs.
  • Excellent leadership and team management skills, with a track record of building high-performing teams.
  • Strong problem-solving and analytical skills, with the ability to address complex technical challenges.
  • Exceptional communication and interpersonal skills, with the ability to translate technical concepts into business terms.
  • Knowledge of insurance industry systems and regulatory requirements is a plus.
  • Superior project management skills and attention to detail with the ability to work with and influence all levels in the organization.
  • Bilingual in English and French is an asset.

#LI-Hybrid

What's In It for you!

At Sagen we understand that your health and financial well-being are equally important and offer a total rewards package that includes competitive compensation, annual performance bonus, medical and dental benefits, company funded pension plan, matching RRSP, TFSA and/or Non-registered Savings Plans, work from anywhere days, and an environment that creates a sense of belonging to inspire you to be your very best.

Ready to join Sagen

About Genworth Financial, Inc

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 insurance holding company dedicated to helping people secure their financial lives, families, and futures. Genworth has leadership positions in offerings that assist consumers in protecting themselves, investing for the future, and planning for retirement. In addition, the company is a global leader in managing mortgage default risk. Genworth’s Global Mortgage Insurance Division works with lender partners, regulators, and policy leaders to help more people responsibly achieve and maintain the dream of homeownership. In doing so, it promotes stronger and more sustainable communities around the world. By combining its global experience in mortgage guarantees with technology and service leadership, Genworth delivers innovation to the housing marketplace.

Genworth Financial, Inc Careers

Join the dynamic team at Genworth Financial, Inc, a leader in financial security and insurance services. With a commitment to innovation, leadership, and professional excellence, Genworth offers unparalleled job opportunities that empower you to influence the future of finance.

Work You’ll Do

At Genworth Financial, Inc, you will be part of a culture that thrives on diversity, growth, and continuous learning. As a member of our team, you will help develop solutions that secure the financial lives of millions of people. Our company is at the forefront of combining financial expertise with innovative technology to deliver exceptional service and value to our customers.

Innovate and Lead

Embrace the opportunity to lead in the financial services industry with Genworth. Our leadership is always looking ahead to harness innovative strategies that enhance our competitive edge. You will work alongside top professionals to foster innovation that drives our company forward.

Career Growth and Development

Genworth Financial, Inc is deeply invested in the professional growth and development of its employees. Whether through leadership programs, diversity training, or professional networking opportunities, we ensure that our team members are equipped to rise to new challenges and expand their skills. Our robust internal training programs are designed to support your career aspirations.

Join Our Team

Explore the wide range of job opportunities at Genworth Financial, Inc—from entry-level positions to executive roles. We offer a variety of career paths in areas such as finance, risk management, customer service, and technology. Each position at Genworth is a stepping-stone to further success, whether you are just starting out or are a seasoned professional.

Internship Programs

Kickstart your career with a Genworth internship. Our internships provide invaluable workplace experience and a chance to see what it’s like to work in a global financial services company. Interns at Genworth gain hands-on experience, working on projects that matter, and learning from leaders in the industry.

Benefits and Perks

Genworth Financial, Inc values the well-being of its employees. We offer competitive benefits packages that promote health, well-being, and financial security. Our benefits are designed to support you at different stages of your life and career.

Hiring Process

Our hiring process is designed to identify and recruit the best talent. From the initial resume submission to the final interview, each step allows us to understand your skills and potential fit within our team. We value transparency and communication, ensuring that candidates have a clear understanding of our expectations and the opportunities we offer.

Stay Connected

Search open positions that match your skills and interests on our Careers page. We look for passionate, curious, creative, and solution-driven team players. Join Genworth Financial, Inc and be part of a company that values innovation, leadership, and a diverse and inclusive workplace.

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Embark on a journey of growth, opportunity, and excellence. At Genworth Financial, Inc, every career is a path to success.
Learn more about Genworth Financial, Inc
Size
2,500 employees
Market Cap
$2.5 billion
Industry
Finance & Insurance
Net Income
$178 million
Founded
2004
5 Year Trend
-1.4%
Revenue
$8.6 billion
NASDAQ
GNW
* Ladders Estimates

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