Application Support Manager (SaaS), Charles River Development, Vice President

State Street LLC; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Application Support Manager to join their dynamic team in London. This role is crucial for driving business growth and ensuring top-notch client support within a fast-paced SaaS environment. You will manage support teams, lead incident resolution, and implement process improvements, all while mentoring staff and enhancing team performance. The ideal candidate will possess strong communication skills, a solid understanding of front office operations, and a passion for problem-solving. Join a forward-thinking company that values innovation and offers comprehensive benefits and development opportunities.

Benefits

Comprehensive benefits

Flexible work arrangements

Development opportunities

Qualifications

• Experience in managing support teams in critical environments.
• Strong knowledge of investment industry and buy-side operations.

Responsibilities

• Ensure excellent client support and manage incident resolution.
• Lead process improvements and oversee team development.

Skills

Team Management

Client Support

Incident Management

Front Office Operations

Problem Solving

Communication Skills

Education

University degree in Business

University degree in Finance

University degree in Economics

Tools

Microsoft SQL Server

SolarWinds

SaaS Deployment Models

Job description

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Join to apply for the Application Support Manager (SaaS), Charles River Development, Vice President role at State Street LLC

Company Profile:
Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street. It is essential to the Alpha product set, serving top investment management, wealth management, banking, and insurance firms worldwide. CRD offers an end-to-end SaaS platform that automates front and middle office investment management functions across asset classes, enhancing data quality, productivity, and risk management while reducing costs. The firm supports over 350 investment firms across more than 40 countries in various markets. Charles River was acquired by State Street in October 2018.

Background:

• Managing support teams with a focus on the front office.
• Making decisions based on support process insights and client feedback.
• Possessing domain experience, especially in front office operations.
• Providing business and functional support for investment management or trading systems.

Role and Responsibilities:

Reporting to the SaaS Operations and Support Senior Managing Director EMEA, based in London, this role is vital in supporting our business growth and complexity. It involves ensuring excellent client support, managing incident resolution, leading process improvements, and overseeing team development.

• Part of the EMEA SaaS and Operations leadership team.
• Management reporting and process improvement initiatives.
• Team management, incident management, and business recovery activities.
• Handling complex application issues and liaising with support teams.
• Mentoring staff and managing performance.

Essential Requirements:

• Experience managing support teams in a business-critical environment, ideally in Front Office.
• University degree in Business, Finance, Economics, or related fields.
• Knowledge of the investment industry, especially buy-side operations.
• Strong communication skills and ability to handle complex problems.

Highly Desirable:

• Experience with Order Management Systems (OMS).
• Support experience in Front Office/buy-side environments.
• Financial certifications like CFA, IMC, etc.
• Understanding of financial services technologies and SaaS delivery.
• European language skills.

Technical Skills:

• Experience with SaaS deployment models such as native, CITRIX, and Azure.
• Knowledge of relational databases, especially Microsoft SQL Server.
• Understanding application architectures from support or development perspectives.
• Ability to interpret outputs from technical analysis tools like SolarWinds.

About State Street:

State Street is a leading custodian bank, asset manager, and provider of financial services, supporting clients worldwide with a focus on innovation, diversity, and community engagement. We offer comprehensive benefits, flexible work arrangements, and development opportunities.