Service Delivery Manager

Post-trade services are crucial to the securities trading industry. Our post-trade businesses CC&G, UnaVista, LCH and Monte Titoli provide capital markets with the range of services they need in order to mitigate risk and ensure efficient running.

Due to the growth of the Post Trade organisation, we are looking for an IT Service Manager to represent the internal Infrastructure Shared Services organisation to the respective Post Trade entities (and vice versa).

They will be responsible for continually monitoring service performance and liais regularly with technical teams to ensure any underlying issues are addressed, and with the internal customer entities to ensure that their needs are addressed and that they are kept up to date with progress.

They ensure that required service level agreements and support processes are properly in place, together with appropriate performance measures and reporting mechanisms.
 

Each Service Manager is expected to show leadership, motivating technical teams to address underlying issues and make service improvements proactively, and managing problem investigations with resolution teams. Service Managers hold positions of responsibility within the organisation and need to demonstrate gravitas, professionalism, drive and motivation, and the ability to take a holistic approach to the delivery of infrastructure services to the customer entities.

Key Responsibilities

· Stakeholder management responsibilities with key contacts across the Post Trade entities

· Chair service reviews; preparing the meeting packs, including data gathering, analysis and annotation.

· Monitoring and reporting service usage and performance against SLAs and KPIs

· Undertake post-incident reviews, initiating and overseeing root-cause investigations and solutions through Problem and Change management

· Provide analysis in areas such as incident trends, mean time to recover and any other area where improvements need to be identified and remediated with regular liaison with technical teams

· Ensuring key IT Service Management aligned controls are completed with no exceptions

Candidate Profile / Key Skills

· Circa 5 years’ experience within an IT function

· Experience of working within, or with an IT Service Management function

· Experience of delivering services to, and measuring service performance against SLAs

· Experience of undertaking incident and problem management role responsibilities

· Solid experience of working to ITSM processes and best practice (ITIL Foundation certification required)

· Experience of using Service Management tools, such as ServiceNow

· Strong customer service focus

· Excellent communication and interpersonal skills
 

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career.
 

We maximise each employee’s potential through personal development and through a wide range of learning tools both formal and informal. We believe that remunerating our people with competitive salaries and a range of attractive benefits such as:

• Pillar 3 Supplemental Pension

• 25 days’ holiday a year

• Private medical insurance

• Group life insurance policy

• Meal vouchers

• Share Purchase Plan

• Volunteering Days