Senior Director, Head of ServiceNow

Senior Director, Head of Service Now

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As the Senior Director, Head of Service Now you will oversee the Service Now platform and its integration within RBC and CNB in support of Technology & Innovation and Technology & Operations strategies. This role is accountable for leading and managing the technical strategy and execution of related firm‑wide transformation programs to drive change in the organization. You will lead information security technology frameworks and related cutting‑edge solutions to attain functional, business‑unit or country/regional operational objectives.

• Develop and set the vision, strategy, roadmap, and mandate for RBC’s and CNB’s Service Now technology platform and integration to align with RBC.
• Drive strategy and operational activities to enable CNB and RBC to operate as an integrated organization.
• Lead CNB Service Now transformational processes and platform changes and ensure alignment with T&O’s strategy.

• Translate the T&O strategy and vision into high‑level scope and design for CNB and RBC Service Now technology integration, measured by a complete technology integration with CNB adoption of RBC technology and standards.
• Develop and lead transformational technology changes that reshape the business and create opportunities for significant growth.
• Champion strong governance and mentor key leaders to enable change across the organization.
• Set strategy and drive transformational technology changes that reshape the business and create opportunities for significant growth.

• Uplift processes and operating model to automatically and intelligently ensure internal and external regulatory and compliance metrics and requirements are consistently met across the US and Canada.

• Resolve highly complex conflicts/issues and escalates to the executive / Board level, if required.
• Provide thought leadership and work to influence and impact both CNB and RBC.
• Interact with senior executives and executives on the full range of matters related to Service Now.
• Speak at tech conferences to promote the RBC IT brand and garner partnership from vendors and academia on innovative initiatives.

• Accountable for setting an example to mentor individuals across RBC / CNB by demonstrating the values of the organization (customer centricity; productivity; agility) and helping individuals achieve exemplary performance.
• Set direction and vision for the team, coaching and mentoring managers and directors.
• Ensure focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
• Identify and proactively retain critical talent through integrations and transition.
• Ensure succession planning for key positions.

• Proven ability to lead complex, high‑intensity transformational programs.
• Working knowledge of Service Level Management, Availability Management, Change Management, Problem Management, Incident Management, Asset Management, Configuration Management and Knowledge Management.
• Strong analytical and problem‑solving abilities.
• Effective communication and negotiation skills.

• Expert Level certification in ITIL.

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…