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Director, Applications - Support & Maintenance
RBC Financial Group
Minneapolis, MN, United States
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What is the opportunity?
As a Director, Applications – Support & Maintenance with RBC Wealth Management you will, be responsible for the support and maintenance of assigned applications. Manage and provide leadership to the applications staff and ensure the successful completion of projects and department priorities. Establish and maintain positive relationships with business partners. Annual budget responsibility of $10 - $12 million US. Responsible for approximately 8 - 12 employees and 20 contractor and outsourced positions (onshore and offshore). All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles.
What will you do?
• Incident management and resolution (incident = a single occurrence of a system issue) in accordance with enterprise incident management process
• Problem management and resolution (problem = recurring incidents or multiple incidents that are similar in nature) in accordance with enterprise problem management process
• Service Level Agreements – establish for all apps, track and report on adherence to SLAs on a regular basis (weekly, monthly, quarterly, annually, YOY)
• Software vendor management (monthly reviews of service delivery, adherence to SLAs, planning of releases and scheduled outages, communication to business partners when disruptions or scheduled outages occur).
• Oversight of contract and outsourcing staff members performing production support and maintenance activities (performance of team members, adherence to SLAs, etc.)
• Maintain technology currency
• Identification of available hardware and software upgrades
• Proactively working with business partners to include upgrades on roadmap (scheduling of the upgrades)
• Oversee technology currency projects/activities of team members. Includes oversight of testing and Post Implementation Verification (PIV) for hardware and software upgrades
• Creation and maintenance of a physical architecture diagram for all assigned applications.
• Develop and maintain application roadmaps in conjunction with business and IT partners. In particular this role is responsible for ensuring software and hardware currency and resiliency items are included in the application roadmaps for all assigned applications.
• Responsible for architectural decisions for assigned applications in line with the agreed upon technology strategy and roadmaps.
• Contributes to successful project completion within budget and on time by identifying risks and developing/recommending mitigation strategies.
• Provides consulting services to business partners on new maintenance initiatives (medium to large of varying complexity).
• Conducts research, develops, and presents feasibility studies and proposals on technology currency, resiliency, and maintenance initiatives.
• Develops measures, and monitors ongoing effectiveness of IT services for assigned business line(s).
• Researches emerging trends/best practices and determines implications of proposed solutions on meeting business unit strategy.
• Recommends business solutions that satisfy sponsor/stakeholder needs continually exploring and assessing options for value-add for clients.
• Lead, coach, and develop 8 to 10 highly skilled and diverse IT professionals (employees) and provide managerial oversight and leadership to approximately 20 contract staff members.
• Provides direction, expertise, feedback, coaching and development to build the capability of more junior staff.
• Motivate and challenge to create high performing collaborative teams necessary to deliver effective solutions.
• Establish annual goals & quarterly expectations and provide constructive feedback using TalentLink review framework.
• Identify resources and skills required to accomplish assigned duties.
• Partner with team members to create individual development plans and monitor progress against items on development plans (includes required and elective training).
• Succession planning for all key team members and roles.
• Continually enhances skills and builds knowledge in all aspects of the organization, the business, and information systems.
• Complete all required training on time an when applicable achieves a passing score on these training courses.
• Facilitate joint planning with business partners on an annual basis and reconfirm details during the early stages of project formation
• Acts as a primary contact between business partners, managers of interfacing applications, 3rd party vendors, IT Senior Directors, and Project Managers.
• Key voice to the business on the application, roadmap initiatives, annual initiative planning, and escalation point for project related issues.
• Provides direction on technology currency and resiliency for the applications in their portfolio. Supports IT and Business 3-5 year roadmap strategies ensuring technology currency and resiliency initiatives align to these strategies.
• Participates in, and contributes to, application governance meetings as well as Executive Steering Committee meetings, as required.
• Participate in and moderate IT work prioritization meetings.
• Develops criteria for and participates in the evaluation of 3rd party vendors and software as well as due diligence exercises.
• Prepares and delivers presentations to business partners and IT management.
• Manage, allocate and approve maintenance funding requests for maintenance projects
• Review and approve professional service (CWM) invoices and vendor maintenance contracts
• Scrutinize and negotiate SOW and contracts for new projects or renewal agreements
• Contract review and approval (or recommendation to Sr. Director where amount exceeds delegation of authority (DOA)).
What do you need to succeed?
Must-have
• 10 to 15 years of demonstrated leadership experience managing, motivating and providing mentorship to resources on high performing IT Support Teams and/or Development Teams.
• Solid and demonstrated background in management and managing IT development
• Understanding and technical knowledge in cross platform and cross database space
• Experience with multi-tier system development for large enterprises
• Strong interpersonal communication and organizational skills required to operate as a leading member of global distributed technical teams that deliver world class service
• Undergraduate Degree in Computer Science or related work experience
• Demonstrated leadership ability
• Professional with experience on multiple projects with multiple interfaces and/or 3rd party software packages
Nice-to-have
• Incident and Problem Management processes
• Quality Controls
• Cost/Benefit Analysis & alternatives identification
• Communication Skills, Facilitation Skills, Presentation Skills
• Risk Assessment & Quantification methodologies
• Conflicts and issues resolution and escalation
• Project lifecycle and project management processes
• Vendor management practices
• Familiarity with Wealth Management and/or Financial Services industries
• Factors affecting business, including familiarity with regulatory agencies that govern the U.S. financial industry
• BU specific strategies & Critical Success Factors
• Development Tools
• Relevant technologies (languages: Microsoft .NET, Java, COBOL, hosting platforms/hardware: zOS, Linux, Windows, UNIX, Websphere Application Server, in-house and external/cloud based hosting models)
• IT Standards, Methodologies, CMM & audit requirements
• Talent Management process (recruitment/selection, performance management, performance development/coaching, reward/ recognition)
• Workforce Planning, Job Design, and Organization Design
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.
• Client First: We will always earn the right to be our clients’ first choice
• Collaboration: We win as One RBC
• Accountability: We take ownership for personal and collective high performance
• Diversity & Inclusion: We embrace diversity for innovation and growth
• Integrity: We hold ourselves to the highest standards to build trust
About RBC
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.
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Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.Posting Notes: