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- Tasks: Lead IT support for the Global Markets Trade Floor, ensuring trader productivity and system reliability.
- Company: Join a leading financial services firm with a dynamic and collaborative culture.
- Benefits: Competitive salary, bonuses, flexible benefits, and world-class training opportunities.
- Other info: Opportunity for career growth in a fast-paced, innovative team.
- Why this job: Make a real impact in a high-intensity environment while developing your leadership skills.
- Qualifications: Experience in IT support for trading systems and managing support teams is essential.
The predicted salary is between 80000 - 100000 £ per year.
You will lead and manage the IT support function providing strategic desk-side and operational support services across the Global Markets Trade Floor and related technology infrastructure, ensuring continuous operational excellence, trader productivity, system reliability, and multi-regional service delivery in a high-intensity front office environment.
The Trade Floor Service Delivery Manager (SDM) is a strategic partner and part of Business Aligned Services (BAS) supporting our customers for all IT matters. In this role you would lead support engineers, primary focus is our Trade Floor which underpins RBC Capital Markets Business. You would be joining a leadership team responsible for support spanning the Channel Islands, UK, Europe, Asia and Australia servicing customers across multiple RBC business. Reporting to the Head of Service Delivery for the UK & APAC region, in this role you will be responsible for the day to day support operation, working in partnership with key technology functions such as end user services, Hosting, Storage, Unix, Windows and Database Teams. This is a permanent, full-time role requiring 4 days on-site at our 100 Bishopsgate, London office.
Responsibilities
- Lead, mentor, and develop the L1/L2 support team to deliver exceptional desk-side and infrastructure support.
- Establish performance metrics focused on trader productivity, revenue impact, and operational efficiency.
- Build a culture of urgency, proactivity, and continuous improvement across all support functions.
- Ensure comprehensive documentation, run books, and support procedures are current and accessible.
- Promote and enable talent management processes including recruitment, performance management, and workforce planning.
- Champion strong governance and support strategy aligned with business objectives.
- Influence critical decisions and changes with senior leadership and stakeholders.
Trade Floor Support Excellence
- Provide strategic oversight of support for traders, sales teams, and risk managers.
- Establish prioritisation protocols based on revenue impact and business criticality.
- Ensure rapid response to critical issues affecting trading operations.
- Maintain deep understanding of trading lifecycle systems and their business impact.
- First point of contact for escalations on trade floor desktop and infrastructure services.
Technical Infrastructure & Systems Management
- Oversee market data platform support and related infrastructure (Bloomberg Terminal, Reuters/Refinitiv, and other enterprise systems).
- Manage infrastructure supporting derivatives, equities, FX, and fixed income trading systems.
- Coordinate desktop, hosting, storage, and network infrastructure support across multiple technology domains.
- Ensure optimal performance and low-latency connectivity critical to trading operations.
- Oversee hardware optimisation including high-performance workstations and multi-monitor configurations.
- Work collaboratively with end-user services, hosting, storage, Unix, Windows, and database teams.
Vendor & External Relationship Management
- Manage relationships with external vendors (exchanges, data providers, software vendors, hardware providers).
- Negotiate and monitor SLAs to ensure compliance and trader satisfaction.
- Coordinate incident response during vendor-related outages.
- Escalate and resolve issues with third-party service providers.
- Lead and recommend changes regarding vendors and contracts.
Continuous Improvement & Innovation
- Implement scripting and automation solutions to improve efficiency and reduce manual interventions.
- Design and implement proactive monitoring systems to prevent incidents.
- Lead root cause analysis and implement lasting solutions to recurring issues.
- Identify opportunities to improve service delivery with a focus on innovation and collaboration tools.
- Identify opportunities for service and process improvements across support operations.
Planning, Delivery & Execution
- Establish and commit to a set of metrics to positively impact service quality levels through continued monitoring and evaluation.
- Oversee the integration of technology within assigned support team.
- Establish service level requirements and manage vendor relationships to ensure availability targets are met.
- Accountable for efficient operation of infrastructure components and services.
- Support IT cost management and capacity planning programs.
- Accept and successfully execute change while supporting employees through the process.
- Review new and updated firm policies and communicate to direct reports.
- In supervisory capacity, review for indications of non-compliance with firm policies.
- Identify, assess, and manage operational risks and control deficiencies.
- Work to prevent, detect, and eliminate potential risk and liability to the firm.
What do you need to succeed?
Must-have
- Demonstrable IT support experience, including supporting front office trading or similar high-intensity business environments.
- Proven track record supporting traders, sales teams, and risk managers in demanding settings.
- Experience supporting trading systems (derivatives, equities, FX, or fixed income).
- Demonstrated success managing L1/L2 support teams in financial services environment.
- Working knowledge of Bloomberg Terminal and Reuters (Refinitiv) platforms.
- Knowledge of trading system protocols and order/execution management systems.
- Familiarity with Linux/Unix, TCP/IP networking, dealerboard and Windows Server environments.
- Strong knowledge of ITIL and core technology infrastructure.
- Experience with desktop services, infrastructure operations, and multi-regional support.
- Demonstrated ability to lead teams through process improvement and organisational change.
- Track record of building high-performing teams in demanding environments.
- Experience with capacity planning and infrastructure optimisation.
- Ability to plan and execute multi-phased technology initiatives.
What is in it for you?
- A comprehensive Total Rewards Program including bonuses, flexible benefits and competitive compensation.
- 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.
- A world-class training program in financial services.
Senior Manager - Trade Floor Support (Service Delivery & Desk Side Support), Technology & Opera[...] in London employer: RBC
Contact Detail:
RBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - Trade Floor Support (Service Delivery & Desk Side Support), Technology & Opera[...] in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common questions. The more you practice, the more confident you’ll feel when it’s time to shine in front of the hiring managers.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Senior Manager - Trade Floor Support (Service Delivery & Desk Side Support), Technology & Opera[...] in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Senior Manager - Trade Floor Support. Highlight your experience in IT support, especially in high-intensity environments like trading floors. We want to see how your skills align with our needs!
Showcase Leadership Skills: Since this role involves leading a team, don’t forget to showcase your leadership experience. Talk about how you've mentored or developed teams in the past. We love seeing candidates who can inspire and drive their teams to success!
Be Specific About Technical Skills: When listing your technical skills, be specific! Mention your experience with trading systems, Bloomberg Terminal, and any relevant protocols. We’re looking for someone who knows their stuff and can hit the ground running.
Apply Through Our Website: Finally, make sure to apply through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at RBC
✨Know Your Tech Inside Out
Make sure you have a solid understanding of the trading systems and platforms mentioned in the job description, like Bloomberg Terminal and Reuters. Brush up on your knowledge of Linux/Unix and TCP/IP networking, as these are crucial for the role.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience managing L1/L2 support teams. Highlight specific examples where you've led teams through challenges or improvements, especially in high-pressure environments like trading floors.
✨Demonstrate Your Problem-Solving Abilities
Think of instances where you've successfully resolved critical issues affecting trading operations. Be ready to explain your thought process and the steps you took to ensure rapid response and minimal downtime.
✨Emphasise Continuous Improvement
Talk about any initiatives you've implemented that improved service delivery or operational efficiency. This could include automation solutions or proactive monitoring systems. Show that you're always looking for ways to innovate and enhance support functions.