WHAT IS THE OPPORTUNITY?

Service Delivery Management is a strategic partner and advocate between TI and Capital Markets / QTS (App-Dev). Driving projects, initiatives, special requests, improving services, routinely involved in incident, problem and change management, focusing on the overall Business experience with TI. This is accomplished by gathering business requirements and opportunities, leveraging current and potential new technology solutions, proactively being involved in day-to-day technology activities and regular communication with the LOB.

The Service Delivery Managers (SDM) are ultimately accountable for the planning and delivery of the Technology suite of products and services to the business, while managing the tradeoffs between enterprise’s need for standardization and business’s need for customized solutions. The SDMs working closely with LOB technology leadership and Service Delivery Leaders (SDL) to develop and maintain a comprehensive infrastructure strategy for the business. They assist in the development of business cases to drive increased productivity and introduction of new capabilities to the organization, leveraging matrix partnerships across Systems Integration, Service Delivery, and Finance teams to provide a seamless customer interface.

Responsibilities include driving communications on technology which satisfies business requirements, assisting with right sizing existing technologies to drive further business efficiencies and strong knowledge of infrastructure cost allocations as it relates to each platform, and acting as an escalation point for any issues. This particular hire will play a significant role in not only delivery of initiatives, but also the strategic depiction of all portfolio components to improve impact reporting, establish and contribute into now/forecasting processes, and assist TI in understanding the business demand. Financial context will be a large priority given the current focus on investment priorities and spend efficiencies.

WHAT WILL YOU DO?

• The current environment and technology/business priorities will require significant involvement in financial optimization and risk remediation efforts by the SDM.

• Formal cadenced financial reviews

• Maintain an up to date understanding of the current and any future changes to CM financial plans

• Summarize results and making recommendations to assist in managerial decision-making when appropriate

• Understanding of charge back methodologies on consumed TI Services, can speak to questions as required and help guide alignment to book of work

• Drive savings through best practice

• Potentially manage the infra financials for the business - Demand planning, inventory tracking, billing allocations, and project cost accounting (PAR)

• Project and initiate planning, forecasting, reporting with opportunity to establish new baseline and work with Infrastructure Solutions – Planning, End of Life, TI Top Priorities, BAU and KTLO working hand in hand with the platforms systems integration person/team

• Manage expectations on development and delivery of infrastructure services

• Provide leadership capabilities across TI, and all Lines of Business for Systems and Infrastructure Solutions. SDM interacts with all levels of the Business, App/Dev, Enterprise Organizations

• Ensure effective communication of progress, issues and risk to stakeholders

• Participate as needed in the Risk and Controls framework of the business as it pertains to TI

• Proactively explore new technologies, solutions, and processes to everyday issues and tasks, to improve current workflow

• Develop business cases to justify investment needed to rationalize, decommission, or upgrading the infrastructure

• Collect end user requirements and concerns for incorporation into next generation product builds

• Support the business with applicable regulatory requirements and expectations

• Point of contact and escalation for Infrastructure P1 and P2 type incidents

• Demonstrate the RBC Leadership Capabilities (drives shareholders value, leads with integrity, works strategically and builds enterprise excellence

• In partnership with the Platform Leads, define, agree, monitor, report and review the performance off all infrastructure services and products to ensure that adequate levels of service are delivered in alignment with business needs. Review the aggregate product service levels provided to the business and suggest changes to streamline the delivery processes, improve overall availability, reduce recovery time or increase the functionality provided

WHAT DO YOU NEED TO SUCCEED?

Must have.

• 5+ years’ experience as a Technology Delivery Manager with in-depth knowledge around Infrastructure, Business, Relationship and People management.

• 2-3 years of strong infrastructure financials experience (NIE expenditure is nice to have).

• Experience working in a fast-paced environment (ideally financial / Capital Markets industry) where things are constantly changing & evolving.

• 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

• Being proactive as opposed to being reactive; looking for a person who has a quest for process/system efficiencies.

Nice-to-have:

• Undergraduate degree in technology and Graduate degree in business or related discipline and/or MBA, CA, or other professional related qualification

• Strong analytical and decision making abilities

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

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 and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities

• Ability to have influence and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work.

#LI-Hybrid

#LI-POST

#TECHPJ

Job Skills

Adaptability, Adaptability, Banking, Financial Services, Banking Capital Markets, Capital Market Operations, Capital Markets, Capital Markets Operations, Capital Markets Products, Critical Thinking, Decision Making, Detail-Oriented, Equity Capital Markets, Financial Services Industry, Industry Knowledge, Information Infrastructure, Information Technology (IT) Infrastructure, Information Technology Infrastructure Library (ITIL), Information Technology Trends, Infrastructure Financing, Infrastructure Planning, Infrastructure Services, IT Infrastructure Planning, IT Infrastructure Project Management, IT Service Delivery, IT Solution Delivery {+ 6 more}

Additional Job Details

330 FRONT ST W:TORONTOTORONTOCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2025-05-132025-06-02

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

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.