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For Companies At a Glance
- Tasks: Lead a dynamic team delivering top-notch tech support across multiple locations.
- Company: Join RBC, a global leader in financial services with a collaborative culture.
- Benefits: Enjoy competitive pay, flexible benefits, and world-class training opportunities.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Proven experience in leading technical support teams and strong problem-solving skills.
- Other info: Be part of a diverse team that values respect, belonging, and opportunity for all.
The predicted salary is between 36000 - 60000 £ per year.
What is the opportunity?
Are you experienced in running a world class technology operation and passionate about delivering the best possible service to customers? Do you thrive on challenges in a fast-paced, dynamic environment working with teams across multiple locations and time zones? If the answer is yes, then we have the perfect opportunity for you.
You will be responsible for leading a service-critical team of highly skilled support engineers based across Jersey, Edinburgh and Newcastle. The team services multiple RBC businesses, including Capital Markets and Wealth Management, as well as functional RBC teams, both in core hub locations and across a broad branch network.
Reporting to the Head of Service Delivery for the UK & APAC region, you will join a dynamic leadership team responsible for support spanning the Channel Islands, UK, Europe, Asia and Australia. You will be responsible for delivering an outstanding day-to-day support operation that services our customers, working in partnership with key technology functions such as end user services, Hosting, Storage, Unix, Windows and Database Teams. Interacting with local and global teams, you will demonstrate a deep and broad knowledge of ITIL and core technology infrastructure, alongside a dedication to delivering exceptional end user support and customer service.
What will you do?
- Lead and manage desktop & infrastructure related incidents (remote support team and on-site engineers).
- Be customer service oriented and business facing.
- Responsible for the Technology Infrastructure support and delivery.
- Work collaboratively with local and global teams adhering to standards across the bank.
- Ensure Tech Currency and compliance is maintained across Hosting and Desktop teams.
- Identify opportunities to improve the service with a focus on collaboration tools and innovation.
- Maintain and develop service levels across the group.
- Develop and analyse KPI’s and service metrics.
- Assess and monitor service availability.
- Set guidelines and processes to reduce time to recover.
What do you need to succeed?
- Must-have
- Experienced leader: Proven history of leading technical support and operational teams.
- Emotional Intelligence: Ability to maintain composure, lead with empathy and promote positive team morale.
- Technically Proficient: Microsoft operating systems, Windows-based applications on desktops and laptops; end user services technologies, hardware support, infrastructure and networking.
- Problem Mindset: Problem identification, troubleshooting and root cause remediation.
- Resource management: Manage resources effectively, control costs, and deliver positive customer outcomes aligned to objectives.
- Experience leading and managing the technical strategy and execution of firm-wide transformation programs to drive alignment with the wider enterprise.
- Ability to lead and provide strategic direction for risk governance and engagement models with internal and external stakeholders.
- Ability to inform and influence critical decisions at the highest levels of the organization (Group executive management and senior stakeholders).
- Ability to support our vision, strategy, and roadmap.
- Drives strategy and operational activities to enable the business.
- Nice-to-have
- Experience in working within a large, global financial services company.
- ITIL or equivalent service management qualifications.
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.
- 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.
Service Delivery Manager (UK) DSS Operations in Newcastle upon Tyne employer: RBC
Contact Detail:
RBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager (UK) DSS Operations in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. 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 real interviewers.
✨Tip Number 4
Don’t forget to follow up after your 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 Service Delivery Manager (UK) DSS Operations in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in leading technical support teams and delivering exceptional customer service. We want to see how your skills align with the role of Service Delivery Manager!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples where you've identified problems and implemented solutions. We love candidates who can demonstrate a strong problem mindset, especially in fast-paced environments.
Highlight Your Technical Proficiency: Since this role requires a solid understanding of Microsoft operating systems and ITIL practices, make sure to include any relevant qualifications or experiences. We’re looking for someone who can hit the ground running!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at RBC
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft operating systems and end user services technologies. Be ready to discuss specific examples of how you've managed technical support and operational teams in the past.
✨Showcase Your Leadership Skills
Prepare to share instances where you've led a team through challenges, especially in a fast-paced environment. Highlight your emotional intelligence and how it helped maintain team morale during tough times.
✨Demonstrate Problem-Solving Prowess
Be ready to tackle hypothetical scenarios that test your problem identification and troubleshooting skills. Think about how you would approach root cause remediation and be prepared to explain your thought process.
✨Align with Company Values
Research RBC's vision and values, and think about how your personal goals align with theirs. Be prepared to discuss how you can contribute to their mission of delivering exceptional customer service and driving innovation.
