About this role
Job Description
What is the opportunity?
The IT Operations Manager oversees daily departmental workflows, prioritizing and coordinating tasks across critical systems, escalations, incidents, and Jira requests to ensure timely, high-quality resolutions while maintaining SLA compliance. They collaborate with cross-functional teams, monitor workload trends, optimize processes, and provide hands-on guidance to analysts to balance team capacity and drive operational efficiency.
What will you do?
Operational Management: Oversee day-to-day tactical decisions related to scheduling, resource allocation, and workflow efficiency. Monitor operational metrics to ensure alignment with cost targets and strategic objectives.
Policy Compliance: Work within established RBC policies, procedures, and regulatory standards to maintain compliance.
Analysis & Problem-Solving: Analyze diverse issues (e.g., data, processes, risks) using multi-factor evaluation to inform recommendations. Identify trends, gaps, and opportunities for process improvement.
Stakeholder Collaboration: Collaborate with cross-functional teams to resolve complex issues and balance stakeholder needs. Make regular, data-driven recommendations to management on operational enhancements.
Prioritization & Team Coordination: Assign and prioritize tasks based on urgency, impact and strategic alignment to analysts, ensuring balanced workloads and SLA adherence. Provide guidance to team members and escalate issues as needed.
Management Communication: Prepare and deliver regular (daily/weekly) operational reports, dashboards, and briefings to management, highlighting key metrics, incidents, escalations, and trends.
What do you need to succeed?
Must have:
Bachelor’s degree in Information Technology, Computer Science, Technology Management or related field.
3+ years of IT operations experience, with 3+ years in a managerial role leading diverse technical teams.
Proven expertise in IT service management (ITIL certification a plus), project delivery, and incident resolution.
Experience with agile/DevOps methodologies and tools (e.g., Jira, ServiceNow)
Strong analytical skills, with attention to detail and ability to present actionable insights to leadership.
Exceptional leadership, communication, and stakeholder management abilities.
Strategic thinker with a proficiency in data analysis and problem-solving.
Strong understanding of RBC policies and procedures (or ability to learn quickly)
Ability to thrive in fast-paced environments, managing multiple priorities with composure.
Nice to have:
Proficiency in data visualization tools (e.g., Tableau, Power BI) and collaborative platforms.
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.
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Job Skills
Adaptability, Applications Architecture, Communication, Conflict Resolution, Decision Making, Group Problem Solving, Hardware Infrastructure, Information Technology Trends, IT Systems Integration, Leadership, Operational Delivery, System Integration Testing (SIT), Systems SoftwareAdditional Job Details
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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.
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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.
Other facts
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com.
We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
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La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
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What you'll do
- The IT Operations Manager oversees daily departmental workflows, prioritizing and coordinating tasks across critical systems, escalations, incidents, and Jira requests to ensure timely, high-quality resolutions while maintaining SLA compliance. They monitor workload trends, optimize processes, and provide hands-on guidance to analysts to balance team capacity and drive operational efficiency.
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