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

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.

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.