Senior Manager - Trade Floor Support (Service Delivery & Desk Side Support), Technology & Operations (London)

Job Description

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 op

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