Investment Application Support Manager

Vanguard Group; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Investment Systems Run Manager to take charge of a complex set of applications and processes. This pivotal role involves leading a dedicated team, ensuring high-impact support for trading floor operations, and collaborating globally to enhance service delivery. The ideal candidate will have a strong understanding of ITIL practices and a proven track record in incident management. Embracing a hybrid working model, the firm fosters a culture of mission-driven teamwork, making this an exciting opportunity for those looking to make a significant impact in a dynamic environment.

Qualifications

• Undergraduate degree or equivalent experience required.
• Strong understanding of business processes and systems is essential.

Responsibilities

• Manage IT operations and provide high-impact support to trading floor teams.
• Oversee third-party relationships and ensure service quality.

Skills

ITIL practices

Incident management

Team management

Client-facing experience

Business process understanding

Education

Undergraduate degree or equivalent experience

Job description

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We are looking for an Investment Systems Run Manager who will take on production ownership of a wide-ranging and complex set of applications and processes. The role involves managing and leading a team of technical support staff supporting both in-house and vendor SaaS applications used across Vanguard's Investment Management and Finance Organisations. Responsibilities include providing first-line, high-impact support to UK trade floor teams (Equity Index, Fixed Income Index, Fixed Income Active, Stock Lending & Capital Markets), and teams supporting the investment process on the floor (Investment Strategy, Investment and Operational Risk). Additionally, the role supports all middle and back office teams in Europe serving the Investment management team and Funds. The manager will also oversee all batch processing for US start of day, ensuring systems complete their processes for the start of the business day.

Core Responsibilities

1. Hire, evaluate, and support team members. Provide guidance and training to develop staff. Set performance standards, review performance, and make compensation decisions in line with HR policies.
2. Manage IT operations across all systems owned and delivered by Global Investment and Financial Systems (GIFS).
3. Collaborate with other Run Managers globally to provide 24/7 support to distributed teams (Melbourne, London, Dublin, Philadelphia, Scottsdale).
4. Represent the client’s voice across business teams, communicating pain points and technology sentiment to senior leaders in the UK and GIFS broadly.
5. Engage with BSPs and SaaS providers alongside business owners to ensure service quality.
6. Oversee third-party relationships, including intragroup and external vendors managed from the US but used by UK and EU teams.
7. Work with management to develop staffing and operational plans for the UK team and participate in setting departmental goals as part of the GIFS UK Leadership team.
8. Monitor and report on service delivery metrics and overall performance to business partners and compliance teams.
9. Implement changes to policies and procedures to meet evolving business needs and drive continuous improvement. Lead quality initiatives to enhance service levels.
10. Participate in budgeting processes, review expenses, and ensure operations stay within budget.
11. Ensure staff compliance with IT and information security policies, and verify that deliverables meet requirements.
12. Maintain awareness of industry and regulatory changes impacting technology and business processes.
13. Manage Major Incidents effectively, ensuring timely resolution and minimal downtime, and communicate with senior leadership during incidents.

Qualifications

1. Undergraduate degree or equivalent experience.
2. Strong understanding of business processes and systems.
3. Experience with ITIL practices (Incident, Request, Change, Problem management).
4. Proven track record in incident management services within a service organization.
5. Experience managing a front-line client-facing trading floor.

How We Work

Vanguard has adopted a hybrid working model combining flexibility with in-person collaboration. Our culture emphasizes mission-driven teamwork to support client outcomes and enrich employee experience.