Senior Director, Head of ServiceNow

RBC; Toronto; On-site; CAD 150,000 - 200,000; Full time

Job summary

A major Canadian bank is seeking a Senior Director, Head of ServiceNow to manage the integration and strategy of the ServiceNow platform. This position is crucial for leading transformational programs and aligning strategies across various sectors. The ideal candidate will demonstrate robust leadership abilities, particularly in managing complex change, alongside a solid understanding of ServiceNow and its applications. A strong analytical mind and proficient communication skills are also essential for success in this dynamic role.

Benefits

Comprehensive Total Rewards Program

Competitive compensation

Work-life balance through flexible benefits

World-class training program in financial services

Qualifications

• Proven ability to lead complex and high-intensity transformational programs.
• Working knowledge of various management frameworks like Change Management and Incident Management.
• Strong analytical and problem-solving skills.

Responsibilities

• Oversee ServiceNow platform and integration across RBC and CNB.
• Drive strategy and ensure alignment with T&O’s operations.
• Manage relationships with senior executives and industry partners.

Skills

Leadership in transformational programs

Change Management

Analytical skills

Effective communication

Service Level Management

Tools

ServiceNow

ITIL Certification

Job description

What is the opportunity?

As the Senior Director, Head of ServiceNow you will oversee ServiceNow platform and integration within RBC and CNB in support of TI and T&O strategies. This role is accountable for leading and managing the technical strategy and execution of related firm-wide transformation programs to drive change in the organization. You will lead information security technology / frameworks and associated leading edge solutions related to the business to attain function, business unit or country/regional operations objectives.

What will you do?

Strategic Leadership

• Develops and sets the vision, strategy, roadmap, and mandate for RBC’s and CNB’s ServiceNow technology platform and integration to align with RBC.
• Drives strategy and operational activities to enable CNB and RBC to operate as an integrated organization.
• Leads CNB ServiceNow transformational process and platform changes and ensures alignment with T&O’s strategy.

Planning, Delivery and Execution

• Translates the T&O strategy and vision into high level scope and design for CNB and RBC ServiceNow technology integration. Success measured by a complete technology integration with CNB adoption of RBC technology and standards.
• Develops and leads transformational technology changes that reshape the business and create opportunities significant growth.
• Champions strong governance and mentor key leaders as needed to enable the change across the organization.
• Sets strategy and drives transformational technology changes that reshape the business and create opportunities for significant growth.

Continuous Risk Management

• Uplift processes and operating model to automatically and intelligently ensure internal and external regulatory and compliance metrics and requirements are consistently met across US and Canada.

Relationship and Communication

• Resolves highly complex conflicts/issues and escalates to the executive / Board level, if required.
• Provides thought leadership and works to influence and impact both CNB and RBC.
• Interacts with senior executives and executives on the full range of matters related to ServiceNow.
• Speak at tech conferences to promote the RBC IT brand and garner partnership from vendors and academia on innovative initiatives.

Managerial Excellence

• Accountable for setting an example to mentor within across RBC / CNB by demonstrating the values of the organization (customer centricity; productivity; agility). Demonstrate capability for helping individuals achieve exemplary performance.
• Sets direction and vision for the team, coaching and mentoring managers and directors.
• Ensures focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
• Identifies and proactively retains talent through integrations and transition.
• Ensures succession planning for key positions.

What do you need to succeed?

Must-have

• Proven ability to lead complex, high-intensity transformational programs.
• Requires working knowledge of Service Level Management, Availability Management, Change Management, Problem Management, Incident Management, Asset Management, Configuration Management and Knowledge Management.
• Strong analytical and problem-solving abilities.
• Effective communication and negotiation skills.

Nice-to-have

• Expert Level certification in ITIL.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• A world-class training program in financial services.

Job Skills

Adaptability, Commercial Acumen, Creative Visioning, Decision Making, Industry Knowledge, Information Technology Trends, IT Financial Management, Long Term Planning, Strategic Thinking, Time Management

Additional Job Details

Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-12-01

Application Deadline: 2026-01-30

Note

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

I nclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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