What is the opportunity?

Are you experienced in running  a world class technology operation, is providing the best possible service to your customers something you are passionate about, do you thrive on challenge, in a fast-paced, dynamic environment working with teams across multiple locations and time zones?
 
If the answer is yes, then we have the perfect opportunity for you.
 
You will be responsible for leading a service-critical team of highly skilled support engineers based across Jersey, Edinburgh and Newcastle. The team services multiple RBC businesses, including Capital Markets and Wealth Management as well as functional RBC teams, both in the core hub-locations and across a broad branch network.
 
Reporting to the Head of Service Delivery for the UK & APAC region, you will be joining a dynamic leadership team responsible for support spanning the Channel Islands, UK, Europe, Asia and Australia. You will be responsible for delivering an outstanding day to day support operation that services our customers, working in partnership with key technology functions such as end user services, Hosting, Storage, Unix, Windows and Database Teams. Interacting with local and global teams, you will demonstrate a deep and broad knowledge of ITIL and core technology infrastructure, along side a dedication to delivering exceptional end user support and customer service.

What will you do?

• Lead and Manage desktop & infrastructure related incidents.  (remote support team and on site engineers)  
• Must be customer service oriented and business facing.
• Responsible for the Technology Infrastructure support and delivery
• Work collaboratively with local and global teams adhering to standards across the bank
• Ensure Tech Currency and compliance is maintained across Hosting and Desktop teams.
• Identify opportunities to improve the service with a focus on Collaboration tools and innovation.
• Maintain and develop service levels across the group.
• Develop and analyse KPI’s and service metrics
• Assess and monitor service availability
•  Set guideline and processes to reduce ‘time to recover’

What do you need to succeed?
 

Must-have

• Experienced leader: Proven history of leading technical support and operational teams.
• Emotional Intelligence: Ability to maintain composure, lead with empathy and promote a positive team morale.    
• Technically Proficient: Microsoft Operating systems, windows-based applications running on Desktops and Laptops. End user services technologies, hardware support, Infrastruture and networking.
• Problem Mindset: Problem identification, troubleshooting and proven problem-solving skills to drive root cause remediation.    
• Manage resources effectively, cost management and ability to deliver a positive  customer outcome aligned to organisational objectives.     
• Experienced leading and managing the technical strategy and execution of related firm-wide transformation program to drive alignment with the wider enterprise. 
• Able to lead and  provide strategic direction for risk governance and engagement models with internal and external stakeholders 
• Ability to inform and influence critical decisions and changes at the highest levels of the organization: Group executive management and senior stakeholders across the enterprise
• Able to support our vision, strategy, roadmap.
• Drives strategy and operational activities to enable the business.

Nice-to-have

-    Experience in working within a large, global financial services company
-    ITIL or equivalent service management qualifications 

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, flexible benefits and competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Opportunities to work with the best in the field
• 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.

Agency Notice 

RBC Group does not accept agency resumés.  Please do not forward resumés to our employees, nor any other company location.  RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

Job Skills

Customer Service, Decision Making, Group Problem Solving, Hardware Infrastructure, Interpersonal Relationships, IT Asset Management (ITAM), IT Project Planning, IT Service Management (ITSM), IT Systems Management, Long Term Planning

Additional Job Details

32 GALLOWGATE:NEWCASTLE UPON TYNENewcastle Upon TyneUnited Kingdom35Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2026-02-042026-02-18

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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.