Job Description
What is the opportunity?
You will lead and manage the IT support function providing strategic desk-side and operational support services across the Global Markets Trade Floor and related technology infrastructure, ensuring continuous operational excellence, trader productivity, system reliability, and multi-regional service delivery in a high-intensity front office environment.
The Trade Floor Service Delivery Manager (SDM) is a strategic partner and part of Business Aligned Services (BAS) supporting our customers for all IT matters.
In this role you would lead support engineers, primary focus is our Trade Floor which underpins RBC Capital Markets Business. You would be joining a leadership team responsible for support spanning the Channel Islands, UK, Europe, Asia and Australia servicing customers across multiple RBC business.
Reporting to the Head of Service Delivery for the UK & APAC region, in this role you will be responsible for the day to day support operation, working in partnership with key technology functions such as end user services, Hosting, Storage, Unix, Windows and Database Teams.
Should you be shortlisted, do please let us know if you have any specific requirements for the interview.
This is a permanent, full-time role and requires 4 days on-site at our 100 Bishopsgate, London office.
What will you do?
Operational Leadership & Team Management
Lead, mentor, and develop the L1/L2 support team to deliver exceptional desk-side and infrastructure support.
Establish performance metrics focused on trader productivity, revenue impact, and operational efficiency.
Build a culture of urgency, proactivity, and continuous improvement across all support functions.
Ensure comprehensive documentation, run books, and support procedures are current and accessible.
Promote and enable talent management processes including recruitment, performance management, and workforce planning.
Champion strong governance and support strategy aligned with business objectives.
Influence critical decisions and changes with senior leadership and stakeholders
Trade Floor Support Excellence
Provide strategic oversight of support for traders, sales teams, and risk managers.
Establish prioritisation protocols based on revenue impact and business criticality.
Ensure rapid response to critical issues affecting trading operations.
Maintain deep understanding of trading lifecycle systems and their business impact.
First point of contact for escalations on trade floor desktop and infrastructure services.
Technical Infrastructure & Systems Management
Oversee market data platform support and related infrastructure (Bloomberg Terminal, Reuters/Refinitiv, and other enterprise systems).
Manage infrastructure supporting derivatives, equities, FX, and fixed income trading systems.
Coordinate desktop, hosting, storage, and network infrastructure support across multiple technology domains.
Ensure optimal performance and low-latency connectivity critical to trading operations.
Oversee hardware optimisation including high-performance workstations and multi-monitor configurations.
Work collaboratively with end-user services, hosting, storage, Unix, Windows, and database teams.
Vendor & External Relationship Management
Manage relationships with external vendors (exchanges, data providers, software vendors, hardware providers).
Negotiate and monitor SLAs to ensure compliance and trader satisfaction.
Coordinate incident response during vendor-related outages.
Escalate and resolve issues with third-party service providers.
Lead and recommend changes regarding vendors and contracts.
Continuous Improvement & Innovation
Implement scripting and automation solutions to improve efficiency and reduce manual interventions.
Design and implement proactive monitoring systems to prevent incidents.
Lead root cause analysis and implement lasting solutions to recurring issues.
Identify opportunities to improve service delivery with a focus on innovation and collaboration tools.
Identify opportunities for service and process improvements across support operations.
Planning, Delivery & Execution
Establish and commit to a set of metrics to positively impact service quality levels through continued monitoring and evaluation.
Oversee the integration of technology within assigned support team.
Establish service level requirements and manage vendor relationships to ensure availability targets are met.
Accountable for efficient operation of infrastructure components and services.
Support IT cost management and capacity planning programs.
Accept and successfully execute change while supporting employees through the process.
Review new and updated firm policies and communicate to direct reports.
In supervisory capacity, review for indications of non-compliance with firm policies.
Identify, assess, and manage operational risks and control deficiencies.
Work to prevent, detect, and eliminate potential risk and liability to the firm.
What do you need to succeed?
Must-have
Demonstrable IT support experience, including supporting front office trading or similar high-intensity business environments.
Proven track record supporting traders, sales teams, and risk managers in demanding settings.
Experience supporting trading systems (derivatives, equities, FX, or fixed income).
Demonstrated success managing L1/L2 support teams in financial services environment.
Working knowledge of Bloomberg Terminal and Reuters (Refinitiv) platforms.
Knowledge of trading system protocols and order/execution management systems.
Familiarity with Linux/Unix, TCP/IP networking, dealerboard and Windows Server environments
Strong knowledge of ITIL and core technology infrastructure.
Experience with desktop services, infrastructure operations, and multi-regional support.
Demonstrated ability to lead teams through process improvement and organisational change.
Track record of building high-performing teams in demanding environments.
Experience with capacity planning and infrastructure optimisation.
Ability to plan and execute multi-phased technology initiatives.
Experience with capacity planning and infrastructure optimisation.
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 PlanningAdditional 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
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.