Sr. Service Delivery Manager

Job Description

What is the opportunity?

The End User Services organization is accountable for the ongoing design, delivery and operations of Personal Computing, Messaging & Productivity, Mobile Technologies, Virtual, Print & Fax, Service Desk & On-site Support and Self-Serve Automation. These services are utilized by employees of RBC, globally. The End User Service Delivery & Strategy group specifically provides the delivery, governance and client engagement as it relates to End User Services strategic and transformation initiatives.

What will you do?

• Manages the delivery of EUS strategic and transformational initiatives, enabling the product and service teams to meet objectives, implement changes to processes, tools, and methods that result in increased agility and cost reductions within the unit.

• Supports leadership in the execution of operational frameworks, processes and tools, and utilization of organizational change management practices to drive support and empower staff.

• Serves as the Service Delivery Lead specifically supporting End User Services products and services, with the proper skillset to facilitate and drive the successful deployment of employee enablement technologies in support of both small and large projects, and any other End User Services requests.

• Plans and executes projects with moderate level of value (benefit/cost), and at least a high level of complexity and uncertainty including managing project scope, requirements changes, multiple and competing demands and priorities as well as determining and conveying impact on budget, time and risk using appropriate fact-based metrics / assumptions.

• Resolves conflicts/issues and escalates as appropriate.

• Provides senior management with timely updates project issues and manages communications including status reports.

• Develops and maintains strong relationships team members, stakeholders and interface groups using a variety of techniques.

• Prepares and delivers presentations to business and technology partners, selecting the appropriate approach based on the audience.

What do you need to succeed?

Must have:

• Project Management Professional, PMP Designation or working towards it.

• 7+ years of strong project management experience - takes ownership of tasks, projects and follows through on obligations and deliverables.

• Detail oriented and process driven, with strong administrative skills.

• Ability to multi-task, prioritize and handle high pressure situations.

• Strong background in change governance and impact assessment.

• Understands basic financial principles and has managed project or operational budgets.

Nice to have:

• Scrum Master Certified.

• Knowledge of End User Infrastructure Technology.

• People manager with ability to coach and motivate a small team.

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.

• Opportunities to do challenging work as part of a global team.

• A world-class training program in financial services.

Job Skills

Agile Methodology, Agile Product Development, Atlassian Confluence, Business Process Design, Change Management, Coaching Others, Communication, Cross-Team Collaboration, Decision Making, JIRA Tool, Lifelong Learning, Microsoft Planner

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-03-03

Application Deadline:

2026-04-02

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

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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.