Overview

We are pleased to announce a new and thrilling opportunity for a seasoned IT Service Manager (ITSM) Lead to become part of the RBC Wealth Management Application Support & Maintenance department. In this role, you will oversee the strategy, implementation, and ongoing enhancement of IT service delivery processes, serving as a strategic liaison to guarantee that IT is aligned with business goals. You will develop and optimize ITSM frameworks such as Incident, Change, Problem, and Continual Service Improvement. You will monitor service performance, manage stakeholder relationships, and drive continuous improvement through data analysis and process evaluations to ensure services meet business needs and deliver value. You will also maintain all Service Asset and Configuration Management (SACM) processes in line with ITIL for Wealth Management Europe Technology & Solutions (WM T&S) across the Channel Islands, the United Kingdom, Europe, North America, and Malaysia.

Note: RBC expects all employees and contractors to work in the office with some flexibility to work up to 1 day per week remotely, depending on arrangements.

What will you do?

• Coordinate all Service Asset and Configuration Management (SACM) activities and engage required teams as needed
• Identify, manage, document, report, validate, and audit configuration items (CIs) within a centralized Configuration Management Database (CMDB)
• Collaborate with stakeholders to enhance, integrate, and automate ITSM processes (Incident, Problem, Change) using SACM functionality
• Ensure SACM processes for Wealth Management Applications comply with RBC Standards
• Establish and uphold the Incident and Major Incident Management procedures in alignment with RBC governance
• Act as the unified Technology representative during significant incidents, delivering precise information and engaging at the senior stakeholder level when necessary
• Uphold the Change Management procedure with reviews and updates at least every six months
• Report service performance via metrics, document incident trends, prepare for service reviews, and present reports to leadership on strategic alignment and business value
• Monitor and manage project demand entering Wealth Management Technology & Solutions (Run), ensuring appropriate involvement and resources
• Build and maintain strong stakeholder relationships and keep them informed about Service Transition

What do you need to succeed?

Must-have

• Proven experience in maintaining ITSM processes
• ITIL3 & ITIL4 certification
• Strong knowledge of ServiceNow
• Promoting continuous learning and improvement within the IT team, resolving conflicts, and sustaining robust stakeholder relationships
• Proficiency in IT Service Management (ITSM) tools, ticketing systems, automation functionalities, and related technologies
• Ability to drive continuous enhancement of IT operations through performance monitoring, data analysis, and strategic initiatives
• Experience in a busy, highly regulated Technology environment supporting ITSM Process Management, including Major Incidents, Problem Management, and SACM

Nice-to-have

• Knowledge of software licensing
• Experience in a mature Technology Operations environment

What is in it for you?

We thrive on challenges and growth, delivering trusted advice to help clients thrive and communities prosper. We value collaboration, development, and making a difference for our clients and communities.

• Leaders who support your development through coaching and opportunities
• Opportunities to work with top professionals in the field
• Ability to make a meaningful difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team

Agency Notice

RBC Group does not accept agency resumés. Do not forward resumés to RBC employees or other locations. RBC Group only pays fees to agencies with a prior agreement. Do not pay fees related to unsolicited resumés. Contact the Recruitment function for additional details.

Job Skills

Active Learning, Adaptability, Customer Service, Decision Making, Effectiveness Measurement, Group Problem Solving, Long Term Planning, Operational Delivery, Process Management, Team Management

Additional Job Details

Address: 12 SMITHFIELD STREET, LONDON

City: London

Country: United Kingdom

Work hours/week: 35

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-04-04

Application Deadline: 2025-10-03

Note: Applications will be accepted until 11:59 PM on the day prior to the deadline above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace with diverse perspectives is core to our growth. We strive to foster a workplace based on respect, belonging and opportunity for all.