Service Delivery Manager (Technology Infrastructure)

Job title: Service Delivery Manager (Technology Infrastructure)

Job description: Job Title- Service Delivery Manager (SDM)

PURPOSE:

Service Delivery Management is a strategic partner and advocate between Technology Infrastructure (TI) and the Line of Business (LOB) strongly focused on Quality, Change, Cost and Risk. Driving projects, initiatives, special requests, improving services, tracking incident, problem and change management trends contributing to overall LOB experience within TI. This is accomplished by gathering business requirements, involving the right SME’s across TI to leverage current or new technology solutions.

SDMs are the front door into TI. They will work with business and app partners to understand PAR requirements and to pull in SME’s across TI and initiate the BAS intake process to facilitate the creation of detailed TI requirements, solutions and cost estimates. Establishing trusted partner relationships with key customer stakeholders is a critical success factor. A key responsibility of the SDM is to capture volumes, trends and changes to assist with identifying and recommending cost-savings opportunities and overall improvements on behalf of the LOB and TI.

SDM’s will have or the ability to quickly build an understanding of the core products and services of TI. They will become familiar with TI delivery models, processes, products, services and management systems.

SDM interacts with all levels of the Business, App/Dev, Enterprise and TI Organizations

PRIMARY RESPONSIBILITIES

• Work collaboratively across TI BAS and TI Delivery Towers to support the line of business by understanding business and TI strategies, important business projects requiring TI deliverables; TI projects and changes impacting the business.

• Understand your LOB strategy, key initiatives and all the requirements from TI to support any specific initiative, change or project.
• Capture initial high-level requirements and cost estimates for TI products and services
• Create and maintain a delivery dashboard of all material and strategic initiatives TI is leading that will impact the business and or that the business is leading that is dependent on products or services from TI.

• Work closely with the BAS SIO team to coordinate products and services across TI
• Work closely with the TI service towers to ensure the status and progress of TI products and services to support business driven projects is accurate, up to date and inclusive of valuable insights and recommendations aimed to lower risk, optimize costs and improve quality.
• Act as point of escalation between TI Service Towers and the Line of Business acting on behalf of RBC
• Building Trusted Partner Relationships

• Responsible for presenting service reviews to the client/business – project delivery status, financial results and forecasts, Incident, Change and Problem metrics
• Responsible to provide ideas and recommendations in review of the businesses utilization of TI services, including costs for the period, service trends on change, quality and risk; service achievements; and any service exceptions.

Work closely with BAS Business Managers, TI Finance and TI Service Delivery SME’s to support all application and or business dependencies on TI

Behavioral Competencies

• Breakthrough Thinking
• Business Acumen
• Customer Insight
• Dealing with Ambiguity
• Strategic Influencing
• Teamwork and Cooperation
• Change Leadership
• Developing Others

Leadership Competencies

• Demonstrates the RBC Leadership Capabilities (drives shareholders value, leads with integrity, works strategically and builds enterprise excellence)
• Leads by example in living RBC values (service, teamwork, responsibility, diversity, integrity) and ensures employees are motivated to make decisions in the best interest of clients and firm
• Role models RBC key behaviors (puts client first, collaborate as partners, develop people, act on our accountabilities, make decisions faster, prioritize for greatest impact)
• Abides by the Code of Conduct
• Works well in a matrix environment

Develops the team by creating and leveraging opportunities and growth as well as learning for all employees

Building high Performing Team

• Provides direction, expertise, feedback, coaching and development to build the capabilities of direct and indirect staff
• Promote and enable Talent Management processes including recruitment, performance and development management, rewards, recognition and workforce planning
• Continually enhances skills and builds knowledge in all aspects of the organization, the business and information systems.

Financial Accountability

• Monthly/Quarterly/Semi-Annual and Annual LOB Financial reviews
• Yearly LOB Financial reviews with future year financial planning (5 Yr. Plan)
• Maintain an up to date understanding of the current and any future changes to platform financial plans
• Summarize results and making recommendations to assist in managerial decision-making when appropriate
• Understanding of charge back methodologies on consumed TI Services and can speak to questions as required
• Strong fundamentals with the Statement of Charge pertaining to Platform
• Drive savings through best practice
• Manage the infrastructure financials for the business – Demand planning, inventory tracking, billing allocations, and project cost accounting (PAR)

Regulatory Responsibilities

• Support the business with applicable regulatory requirements and expectations
• Manage and react to RBC and/or SOX audits
• Develop systems and designs within compliancy requirements

JOB SPECIFICATIONS

Required:

• Financial industry experience in the areas of banking
• Candidate must have strong problem solving skills and a proven record of being able to evaluate systems and networks, identity issues proactively, formulate solutions and guide their deployment resulting in the improvement/resolution of the target issues
• Candidate must have strong verbal and written communication skills. Candidate will be required to document the systems that are being evaluated or reviewed, and then to document the issues/concerns identified, as well as the proposed solutions and corresponding plans

Preferred:

• Undergraduate degree in technology and Graduate degree in business or related discipline and/or MBA, CA, or other professional related qualification
• 5+ years in Technology with in depth knowledge around Infrastructure, Business, Relationship and People management
• 1-2+ years of Financial experience or equivalent

Strong analytical and decision making abilities

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JOB SUMMARY
City: Toronto
Address: 330 FRONT STREET WEST – 6th Flr
Work Hours/Week: 37.5
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salary + Variable Bonus
Required Travel(%): 0
Exempt/Non-Exempt: N/A
People Manager: No
Application Deadline: 12/20/2021
Platform: Technology and Operations
Req ID: 434040
Ad Code(s):

Company: Royal Bank of Canada

Expected salary:

Location: Toronto, ON

Job date: Sat, 04 Dec 2021 04:55:10 GMT

Job Source: Careerjet.ca

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