IT Service Management; ITSM Lead

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.

• 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

• Proven experience in maintaining all ITSM processes experience
• ITIL3 & ITIL4 certification
• Strong knowledge of working with Service Now
• 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

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

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