IT Service Delivery Lead

• Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.
• Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

Job Description

We’re looking for an IT Service Delivery Lead specializing in Application Security to lead and manage a team of penetration testers and application security professionals. This role is responsible for overseeing the planning, coordination, and execution of application security testing services, ensuring all engagements are delivered in accordance with agreed service level agreements (SLAs) and organizational standards. The position plays a critical role in driving service excellence, strengthening stakeholder partnerships with Business Units, and ensuring the consistent delivery of high-quality security assessments. Additionally, the role fosters a high-performing and collaborative team environment by promoting continuous improvement, professional development, and adherence to industry best practices in application security.

Have the skills and knowledge for the job? Learn more about the opening below!

Position Responsibilities

• Develop and execute tactical and strategic plans to meet and exceed Service Level Agreements (SLAs) with Business Units.
• Lead, manage, and develop a team of application security professionals, providing coaching, mentorship, and performance management to drive engagement and growth.
• Oversee daily operations, including but not limited to workload prioritization, resource planning, and coordination with onshore/offshore and cross-functional teams.
• Establish and maintain effective governance, reporting, and service delivery processes to ensure operational excellence.
• Partner with Business Units to develop team capabilities and continuously strengthen application security practices.
• Promote a strong security culture by driving secure coding practices, awareness, and collaboration across teams.
• Ensure high-quality and consistent delivery of application security services through reviews, feedback, and adherence to standards.
• Drive continuous improvement initiatives to enhance team effectiveness, service delivery, and overall application security maturity.
• Identify and implement opportunities for automation to streamline security testing, vulnerability management, and reporting processes.
• Leverage AI-enabled tools and insights to improve efficiency, enhance threat detection and triage, and reduce manual effort across the team.
• Amenable to work on a hybrid set-up (3x a week onsite).
• Amenable to work in any shift schedule assigned (morning / mid-shift; but flexible depending on business need).

Required Qualifications

• Bachelor’s Degree in Information Technology, Engineering, or a related field.
• At least 3 years of experience in Application Security or related Information Security roles, with experience in areas such as threat modeling, SAST, SCA, DAST, secrets management, vulnerability assessment, and remediation support, with exposure to or experience in penetration testing.
• Strong understanding of information security principles, practices, and standards.
• Proven experience in leading and managing IT or security teams.
• Strong communication skills (verbal, written, and presentation), with the ability to adapt content to various audiences and communicate effectively across all organizational levels.
• Strong organizational, multitasking, and time management skills, with the ability to adapt to changing priorities and work effectively under tight deadlines.
• Proven leadership capabilities, including setting goals, providing feedback, and establishing clear accountabilities for team members.

Preferred Qualifications

• Relevant certifications such as CISSP (Certified Information Systems Security Professional), CISM (Certified Information Security Manager), or CompTIA Security+.
• Additional application security or penetration testing certifications (e.g., OSCP, GWAPT, CEH, CSSLP) are considered an advantage.
• Strong understanding of industry frameworks and standards such as OWASP Top 10, NIST, or ISO 27001.
• Experience partnering with development and business teams to drive security initiatives and risk management. -
• Background in leading or supporting continuous improvement initiatives, including process optimization and service delivery enhancements.
• Experience in stakeholder management and communication across technical and non-technical audiences.

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.

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 hr@manulife.com .

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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 https://www.manulife.com/en/about/our-story.html .

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 hr@manulife.com .

Working Arrangement

Hybrid