Director, Servicenow Operations & Support

WHAT IS THE OPPORTUNITY?

We are seeking an experienced and strategic individual to lead all aspects of managing production support and release management across multiple instances of the ServiceNow platform. This role will drive operational excellence and ensure the platform meets RBC's business needs in delivering exceptional support services. You will oversee all aspects associated with being the application owner and manage a team of technical professionals.

WHAT WILL YOU DO?

• Lead and manage the ServiceNow Operations team, providing mentorship, performance evaluations and development opportunities.

• Implement continuous improvements and proactive monitoring to ensure platform reliability and stakeholder satisfaction.

• Oversee the ServiceNow Release Management process which includes the release of code into the production instance and implementation of configuration updates.

• Ensures efficient execution of request fulfilment.

• Monitors the entitlement and allocation of ServiceNow licensing against the supplier contract.

• Manages instance security: user/group access, administration, access control lists. etc. in accordance with supplier, internal and industry best practices, policies and standards.

• Supports the overall roadmap and adoption of enterprise ServiceNow consumption.

• Has ownership and oversight of the ServiceNow production instances, the core platform Operations & Support team, and escalations.

• Communicate effectively with stakeholders on operational performance and initiatives.

• Maintains the stability and usability of the platform across production instances.

• Monitor and manage the health, performance, and availability of the ServiceNow platform, ensuring timely resolution of issue remediation.

• Manages support for incidents and coordinates resolution across internal and supplier triage teams.

• Drive root cause analysis and problem resolution to prevent recurrence of issues.

WHAT DO YOU NEED TO SUCCEED?

Must have:

• Leadership experience in managing teams, experience overseeing the ServiceNow Release Management process which includes the release of code into the production instance and implementation of configuration updates at scale.

• Proven experience developing and implementing the strategic vision for ServiceNow operations.

• Excellent communication and influencing skills, with the ability to convey technical and non-technical information, make actionable recommendations to senior leadership and drive alignment and decision making across diverse groups.

• Exceptional problem-solving and analytical abilities, capable of navigating complex risk environments and prioritizing initiatives.

Nice-to-have:

• A strong understanding of engineering culture and practices that promote productivity, innovation, and collaboration across teams.

• Experience in a matrix environment, such as a large, publicly-traded corporation.

• Ability to facilitate between and influence key decision makers.

• Strategic thinker with excellent interpersonal skills to work across functions and businesses.

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.

• Opportunities to do challenging work.

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