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Director of IT Support Strategy and Delivery
2 months ago
The Royal Bank of Canada is seeking a highly skilled Director of IT Support Strategy and Delivery to join our Data Management and Analytics team. As a key member of our team, you will be responsible for developing, implementing, and executing technology support strategies to enhance the bank's ability to execute its Internal Audit function effectively.
Key Responsibilities- Lead a team to deliver ITIL services (Release, Change, Incident, Problem, and Service Desk) for IA software applications and data analytics ecosystem.
- Support the development of the CAE technology roadmap through the implementation of governance and change management processes for CAE technology solutions.
- Design, implement, and maintain a robust ITIL Service Delivery model for the suite of software applications used by IA teams.
- Work closely with cross-functional teams, including data governance teams, innovation teams, and IA teams across the enterprise, to understand needs and translate them into sustainable system support requirements.
- Partner with CAE and T&O GFT FIAT teams to identify and implement tools, software, architecture, and R&R to meet the product support and reporting needs of the internal audit team.
- Act as the primary point of contact for technical teams and stakeholders to ensure successful deployment of CAE systems' enhancements and ensure the product and platform meet regulatory requirements and RBC standards.
- Lead service delivery reporting to key stakeholders and analyze industry trends to inform CAE technology and enhanced operations resiliency developments.
- Support and manage the product lifecycle, including release planning, feature prioritization, and end-of-life decision making, and continuously monitor CAE systems performance and gather customer feedback to inform ongoing product improvements.
- Manage and resolve application incidents, including root cause analysis, troubleshooting, and implementing fixes or workarounds, and maintain clear and effective communication with stakeholders during the process.
- 10 years of experience in a relevant functional area, including financial services, information technology, or other related operational areas that support risk and compliance initiatives within the organization, with strong ITIL services experience (incident, problem, service desk, change, release management).
- Excellent problem-solving and analytical skills, with the ability to translate complex technical concepts into business requirements, and demonstrated ability to put together and understand system architecture.
- Working knowledge and experience of data management and operational risk management practices, and working knowledge and experience of data management technology stack.
- Ability to work collaboratively, develop strong relationships, and influence people, groups of varying disciplines and backgrounds, to adapt to new concepts quickly and efficiently, and excellent presentation skills.
- Knowledge of Project Management process/disciplines and proven experience leading a team for excellent service delivery, working in a scrum team, and delivering software under the agile methodology.
- A comprehensive Total Rewards Program, including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
- Opportunities to work with and learn from our extensive global network of people, including risk management professionals, data scientists, researchers, and various subject matter experts.
- Leaders who support your development through coaching and managing opportunities.
- Opportunities to do challenging work.
