RBC Brewin Dolphin is one of the UK's leading independent providers of discretionary wealth management. We offer award-winning personalised wealth management services that meet the varied needs of over 100,000 account holders, including individuals, charities, and pension funds.
We specialise in helping clients protect and grow their wealth by creating financial plans and investment portfolios that meet personal and professional ambitions and aspirations. Our services range from bespoke, discretionary investment management to retirement planning and tax-efficient investing.
About this opportunity
We have a new opportunity for an experienced ITSM Manager to join the Application Support & Maintenance department. If you feel this role would suit your skills and experience, we would be delighted to hear from you.
As the ITSM Manager you will report to the Head of Application Support & Maintenace. You will be responsible for the co-ordination of Major Incident Management, Problem Management, Change Management and for maintaining all Service Asset and Configuration Management (SACM) processes and activities aligned to the ITIL framework for Wealth Management Europe Technology & Solutions (WM T&S) across Channel Islands, United Kingdom, Europe and Malaysia.
You will be accountable for maintaining existing and creating new process documentation and ensuring that it follows the RBC process governance standards, promoting and ensuring that these processes are followed and managed consistently across WM T&S. You will work closely with stakeholders to continually mature, integrate and automate the ITSM processes such as Incident, Problem, Task/Request, Change Management and Service Transition. You will be accountable for the Change Management process for WM T&S, this will include ownership of Change Advisor Board (CAB), ensuring any updates are captured in a request for change and approved accordingly as per the Change Management process. Working closely with Platform Leads and Application Owners to ensure that Service Transition for business applications is carried out in a safe and controlled manner. Providing support for internal and external audit requests to guarantee data integrity and adherence to policies and procedures and ensure continuous service improvement is a priority, looking to automate solutions wherever possible.
Service Asset and Configuration Management
* Co-ordinate all SACM activities and engage the required teams for input as and when required.
* Support the identification, control, recording, reporting, verification, and auditing of configuration items (CIs) in a centralised Configuration Management Database (CMDB).
* Work closely with stakeholders to continually mature, integrate and automate ITSM processes such as Incident, Problem, Change with the SACM functionality.
* Maintain all SACM processes for WM T&S Applications aligned to the RBC Standards.
* Ensure audit processes and control checks are carried out on a regular basis to ensure data integrity and adherence to policies and procedures.
* Management Reporting
* Assist & coordinate management, maintenance and automating of CM tools.
* To ensure that internal teams maintain the integrity of the CMDB through authorised change control mechanisms.
* Analyse configuration issues and propose appropriate resolutions.
* Delivery of Asset Management in line with RBC processes and standards
* Define and maintain the Incident and Major Incident Management procedure in accordance with RBC governance, reviewing and updating at least every six months.
* Provide major incident training and guidance to others.
* Act as ‘One Voice’ of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level.
* Manage Major Incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs.
* Organise and manage appropriate Major Incident technical and management calls to facilitate the restoration of services during Major Incidents.
* Organise and manage Major Incident review meetings post MI to ensure actions are captured and tracked for completion.
* Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
* Produce accurate and timely Major Incident Reports (MIRs).
Change Management
* Define and maintain the Change Management procedure, reviewing and updating at least every six months.
* Provide Change Management best practise training and overview sessions.
* Organise and chair the change advisory board (CAB) meetings and document outcomes.
* Attending the daily Enterprise Change Board meetings daily and reporting back on any updates to procedure/processes.
* Ensure the quality of change records meets the expected standards and processes are being followed consistently and that change records are being completed in a timely fashion.
* Provide management information and reporting.
* Conduct Post Change Reviews for Unsuccessful changes.
* Providing authorisation for High-Risk changes via CAB, exception CABs or Emergency change meetings.
* Define and maintain the Problem Management procedure, reviewing and updating at least every six months.
* Utilise incident reporting to proactively identify emerging problems for investigation reducing the likelihood of degradation to, or full outage to services.
* Co-ordinate resources across support teams and vendors to identify root cause of a problem and find a workaround or solution.
* Provide Problem Management training, information and reporting.
Request Management
* Define and maintain the Request Management procedure, reviewing and updating at least every six months.
* Work with Platform leads, application owners and technical teams to ensure that requests are owned and managed in a timely manner.
* Provide Request Management training, information and reporting.
Service Transition
* Define and maintain the Service Transition procedure, reviewing and updating annually.
* Track & coordinate project demand coming in WM T&S (Run), ensuring that the right teams are engaged and resourced.
* Build a strong relationship with stakeholders and ensure that they are kept informed on Service Transition.
* Have experience maintaining all ITSM processes experience.
* Have experience and a strong knowledge of working with ServiceNow.
* Have extensive knowledge and experience in hardware and software asset and configuration management as well as widespread knowledge of IT Service Management processes in line with the ITIL Framework
* Be able to implement audit practices and instil these practices within the Business to ensure data integrity
* Have excellent organisational skills
* Have an analytical mind and be able to identify issues and trends relating to the ITSM Processes
* Have an exceptional understanding of Technology Business needs and knowledge of Technology industry standard best practices.
* Be a highly motivated individual, capable of working alone using your own initiative but also be an excellent team player
* Be a natural leader, coming forward with suggestions and ideas that will be welcomed, encouraged and instilled as best practice and have the ability to influence strategic direction, set and drive improvement plans
* Proactively seek to develop those around you by acting as a mentor and coach in all areas of ITSM Process Management
* Have excellent communication skills, both written and oral to be able to effectively engage with people at all levels across BD including Senior Management and maintain excellent working relationships with all stakeholders
* Be able to follow defined policies and procedures
* Be receptive to feedback about any improvements that could be made
* Have a ‘can do’, solutions focused approach and be willing and able to adapt to change as and when it arises with a clear-headed approach
* Possess the ability to work collaboratively across teams
* Have exceptional documentation and reporting skills and be able to provide MI and data when requested
* Knowledge and experience of Major Incident, Change and Problem Management and working to SLAs and other typical KPIs and targets associated with these disciplines.
* You will want to proactively seek to develop your knowledge and skills being self-directed in your learning.
* You will be able to demonstrate the ability to multi-task efficiently, using your initiative to prioritise workloads effectively.
* Knowledge of Private Client Investment practices and the Banking sector
* You will be prepared to work in a busy, demanding environment, taking ownership and responsibility for the successful management of the Major Incident, Change, Problem and SACM disciplines.
Qualifications
* Extensive experience working in a busy highly regulated Technology environment supporting ITSM Process Management
* Experience of managing Major Incidents, Change, Problem Management and SACM processes.
* Experience of working collaboratively with individuals from across various support teams to gain success outcomes to technical issues affect services.
* Experience of co-ordinating and chairing meetings with individuals at all levels across organisations.
* Evidence of consistent achievement against performance targets
* A ‘can do’, solutions focused approach to work and customer service
* ITIL3 & ITIL4 certification.
* Knowledge of Software licensing (desirable)
* Beneficial to have worked in a mature Technology Operations environment, aligned to ITIL best practise.
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