IT Service Manager Lead, Application & Support Maintenance - Wealth Management Europe Technolog[...]

Royal Bank of Canada; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial institution is seeking an experienced IT Service Manager Lead responsible for coordinating ITSM processes in Wealth Management. This role involves managing incidents, assets, and configuration items while ensuring compliance with RBC standards in a dynamic environment. Opportunities for professional growth and collaboration with top experts in the field are emphasized, along with flexible working options.

Benefits

Flexible working options

Opportunities to work with the best in the field

Coaching and development support

Qualifications

• Proven experience in maintaining all ITSM processes.
• Knowledge of working with ServiceNow.
• Extensive knowledge and experience in hardware/software asset and configuration management.

Responsibilities

• Co-ordinate all SACM activities and engage required teams.
• Define and maintain the Incident Management procedure.
• Track & coordinate project demand in WM T&S.

Skills

Active Learning

Adaptability

Customer Service

Decision Making

Effectiveness Measurement

Group Problem Solving

Long Term Planning

Operational Delivery

Process Management

Team Management

Education

ITIL3 & ITIL4 certification

Tools

ServiceNow

Job description

IT Service Manager Lead, Application & Support Maintenance - Wealth Management Europe Technology & Solutions

IT Service Manager Lead, Application & Support Maintenance - Wealth Management Europe Technology & Solutions

Royal Bank of Canada London, United Kingdom

IT Service Manager Lead, Application & Support Maintenance - Wealth Management Europe Technology & Solutions

Job Summary

Job Description

What is the opportunity?

We have a new opportunity for an experienced IT Service Manager Lead to join the Application Support & Maintenance department.

You will be responsible for the co-ordination of Major Incident Management, Problem Management, Change Management and for maintaining all Service Asset and Configuration Management (SACM) processes and activities aligned to the ITIL framework for Wealth Management Europe Technology & Solutions (WM T&S) across Channel Islands, United Kingdom, Europe, North America and Malaysia.

What will you do?

• Co-ordinate all SACM activities and engage the required teams for input, as and when required.
• Support the identification, control, recording, reporting, verification, and auditing of configuration items (CIs) in a centralised Configuration Management Database (CMDB).
• Work closely with stakeholders to continually mature, integrate and automate ITSM processes such as Incident, Problem, Change with the SACM functionality.
• Maintain all SACM processes for WM T&S Applications aligned to the RBC Standards.
• Define and maintain the Incident and Major Incident Management procedure in accordance with RBC governance, reviewing and updating at least every six months.
• Provide major incident training and guidance to others.
• Act as 'One Voice' of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level.
• Maintain the Change Management procedure, reviewing and updating at least every six months.
• Provide management information and reporting.
• Track & coordinate project demand coming in WM T&S (Run), ensuring that the right teams are engaged and resourced.
• Build a strong relationship with stakeholders and ensure that they are kept informed on Service Transition.
• Analyse configuration issues and propose appropriate resolutions.

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.
• Extensive knowledge and experience in hardware and software asset and configuration management.
• Proven experience working in a busy highly regulated Technology environment supporting ITSM Process Management.
• Knowledge and experience of managing Major Incidents, Problem Management and SACM 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.
• Flexible working options fully supported.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay 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 resumés. 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:

2025-06-24
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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