IT Service Management (ITSM) Lead

RBC; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A multinational financial services firm is seeking an experienced IT Service Manager Lead to oversee IT service delivery within their Wealth Management Application Support & Maintenance department. The role requires a strong background in ITSM practices, effective communication with stakeholders, and the ability to drive continuous enhancements. The ideal candidate has ITIL certification and experience with ServiceNow, fostering strategic alignment between IT services and business objectives. The position promotes a dynamic and collaborative environment.

Benefits

Opportunities for professional development

Dynamic team environment

Flexible work hours

Qualifications

• Proven experience in maintaining all ITSM processes.
• ITIL3 & ITIL4 certification is required.
• Strong knowledge of working with ServiceNow.

Responsibilities

• Oversee IT service delivery processes and strategy.
• Coordinate Service Asset and Configuration Management activities.
• Monitor service performance and manage stakeholder relationships.

Skills

Proven experience in maintaining ITSM processes

ITIL3 & ITIL4 certification

Strong knowledge of ServiceNow

Proficiency in ITSM tools and ticketing systems

Ability to facilitate continuous enhancement of IT operations

Experience in managing Major Incidents

Job description

Job Description

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 be tasked with overseeing 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. Your key responsibilities will include the development and optimization of ITSM frameworks such as Incident, Change, Problem, and Continual Service Improvement. Furthermore, you will be responsible for monitoring service performance, managing stakeholder relationships, and fostering continuous improvement through data analysis and process evaluations to ensure that services meet business needs and deliver value. In addition, you will ensure the maintenance of all Service Asset and Configuration Management (SACM) processes and activities in line with the ITIL framework for Wealth Management Europe Technology & Solutions (WM T&S) across the Channel Islands, the United Kingdom, Europe, North America, and Malaysia.

RBC’s expectation is that all employees and contractors will work in the office with some flexibility to work up to 1 day per week remotely, depending on working arrangements.

What will you do?

• Co‑ordinate all Service Asset and Configuration Management (SACM) activities and engage the required teams for input, as and when required
• Facilitate the identification, management, documentation, reporting, validation, and auditing of configuration items (CIs) within a centralized Configuration Management Database (CMDB)
• Collaborate closely with stakeholders to consistently enhance, integrate, and automate ITSM processes, including Incident, Problem, and Change management, utilizing the Service Asset and Configuration Management (SACM) functionality
• Ensure that all Service Asset and Configuration Management (SACM) processes for Wealth Management Applications are in accordance with the RBC Standards
• Establish and uphold the Incident and Major Incident Management procedure in alignment with RBC governance
• Serve as the unified representative of Technology during significant incidents, delivering precise and succinct information, and when necessary, engaging in discussions at the senior stakeholder level
• Ensure the Change Management procedure is upheld, with review and update conducted at a minimum of every six months
• Responsibility of reporting service performance via metrics, documentation of incident trends, preparation for service reviews, and presenting reports to leadership regarding strategic alignment and the value provided to the business
• Monitor and manage project demand entering Wealth Management Technology & Solutions (Run), ensuring that the appropriate teams are involved and adequately resourced
• Establish a robust relationship with stakeholders and guarantee that they remain informed about Service Transition

What do you need to succeed?

Must‑have

• Proven experience in maintaining all ITSM processes experience
• ITIL3 & ITIL4 certification
• Strong knowledge of working with ServiceNow
• Promoting an environment of ongoing learning and enhancement within the IT team, resolving conflicts, and sustaining robust relationships with stakeholders
• Proficiency in IT Service Management (ITSM) tools, ticketing systems, automation functionalities, and other pertinent technologies
• Facilitating continuous enhancement of IT operations through performance monitoring, data analysis, and the execution of strategic initiatives
• Proven experience working in a busy highly regulated Technology environment supporting ITSM Process Management Knowledge and experience of managing Major Incidents, Problem Management and Service Asset and Configuration Management processes

Nice‑to‑have

• Knowledge of Software licensing
• Working experience in a mature Technology Operations environment

What is 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.

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

Agency Notice

RBC Group does not accept agency resumes. Please do not forward resumes to our employees, nor any other company location. RBC Group only pays fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumes. Please 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: 2026-01-19

Note

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

Inclusion 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.

Join our Talent Community

Stay in‑the‑know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well‑being of our clients and communities at jobs.rbc.com.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.