Service Level Manager

2 weeks ago

Toronto, Canada Royal Bank of Canada Full time

**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 end-to-end Service Level Management framework in a complex multi-provider 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 high-performing team
- A world-class 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**:
2023-08-08

**Application Deadline**:
2023-08-26

**I**nclusion** 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.

**Join our Talent Community**

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