Service Level Manager - Toronto, Canada - Royal Bank of Canada

Royal Bank of Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Come Work with Us
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title
Service Level Manager

What is the opportunity?
RBC's Service Level Management is responsible for the overall health of services that IT provides to customers.

The Service Level Manager will oversee the execution of the operational activities to ensure that service level targets are achieved.

The Service Level Manager will play a key role in driving continual service improvement and optimizing processes through automation.

This role will contribute to strategy as well as tactical activities to mature Service Level Management to meet long-term objectives.

What will you do?

Execute the endtoend Service Level Management framework in a complex multiprovider environment with a global footprint; assist in driving adoption of processes through documentation, communication and delivery of special projects
Ensure all IT service level agreements, operational level agreements and underpinning contracts are created and maintained, and are appropriate for the agreed service level targets
Manage the service portfolio of IT services; work closely with the Discovery team to ensure IT services are mapped in accordance with the ServiceNow's Common Service Data Model (CSDM) to enable holistic management of service portfolios and service lifecycles
Report on and analyze service performance against service level targets in service level agreements
Review and recommend improvements to the existing Service Level Management practice, processes and procedures, as well as, focus on implementing efficiencies through automation;
Assist in defining and maintaining the Service Level Management policy, standards and practice
Promote the correct use of the Service Level Management process; advocate, educate and coach the Technology & Operations staff in Service Level Management principles, processes and procedures
Work with projects to develop performance goals and objectives for the projects and staff, and monitor the achievement of those goals and objectives for the Service Level Management and Configuration Management team

What do you need to succeed?

Must-have

Bachelor's Degree in Computer Science, Information Systems or related field along with over 5 years of operational service level management experience
Strong knowledge and experience in implementing and maintaining ServiceNow Service Portfolio Management
Working knowledge and understanding of the ServiceNow CMDB architecture
Possess a holistic view across the Service Management disciplines
Experience with Agile methodologies
ITIL 4 Foundation Certified

Nice-to-have

Familiar with the Common Services Data Model
Familiar with the service mapping

What's 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 make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and highperforming team
A worldclass training program in financial services
Flexible work/life balance options
Opportunities to do challenging work

RC23

LI-Hybrid

LI-POST

TECHCPJ

Job Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

Inclusion
and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth.

We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work.

We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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