Investment Application Support Manager | London, UK

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 ownership of complex applications and processes. This pivotal role involves leading a technical support team, ensuring seamless operations across investment management and finance sectors. You will collaborate with global teams, manage client relationships, and drive initiatives to enhance service delivery. The company embraces a hybrid working model, promoting flexibility and collaboration, making this an exciting opportunity for those looking to advance their careers in a dynamic environment.

Qualifications

• Strong understanding of business processes and systems.
• Proven experience with ITIL practices and incident management.

Responsibilities

• Manage IT operations and support for investment management applications.
• Oversee third-party relationships and ensure compliance with policies.
• Lead quality initiatives to improve service levels and performance metrics.

Skills

ITIL Practices

Incident Management

Client-Facing Experience

Business Process Understanding

Education

Undergraduate Degree

Job description

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. Managing and leading a team of technical support staff who support both in-house and vendor SaaS applications used across the Investment Management and Finance Organisations in Vanguard. Provide management of first-line, high-impact support to all 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, support all teams across the middle and back office environment in Europe providing services to the Investment management team and the underlying Funds. This role will also be responsible for supporting all batch processing for US start of day, ensuring that all systems complete their start of day processes and the investment teams are ready for their business day.

Core Responsibilities

• Hire, evaluate, and support crew. Provide guidance and training to develop crew. Set performance standards, review performance, and make informed compensation decisions in accordance with all applicable HR policies and procedures.
• Responsible for running the IT operations across all systems owned and delivered by our IT division (Global Investment and Financial Systems - GIFS).
• Work closely with other Run Managers worldwide to provide 24/7 support services to globally distributed teams (Melbourne, London, Dublin, Philadelphia, Scottsdale).
• Act as the voice of the client across all business teams, ensuring pain points and technology sentiment are understood and communicated broadly among senior leaders within the UK and GIFS more broadly.
• Responsible for representing Vanguard's voice to BSPs and SaaS providers alongside business owners.
• Oversee third-party relationships, including intragroup third and fourth parties managed from the US but serving UK and EU teams.
• Collaborate with management to develop and implement staffing and operational plans for the UK run team. Participate in developing short- and long-term department goals as part of the GIFS UK Leadership team.
• Monitor and report on service delivery metrics and overall performance to business partners within Investments and other teams in compliance, Enterprise Risk, and Business Continuity.
• Develop and implement changes to department policies and procedures to meet evolving business needs and achieve objectives. Lead quality initiatives to improve service levels. Work with senior management on short- and long-term planning.
• Participate in developing the department budget. Review expenses and ensure operations stay within budgetary limits.
• Ensure staff compliance with IT and information security policies and procedures, verifying that deliverables meet requirements.
• Maintain a strong understanding of industry and regulatory changes impacting technology and business processes.
• Be well-versed in Major Incident Management, ensuring continuous drive for resolution and service restoration by coordinating teams within IT and the business to minimize downtime.
• Handle senior leadership communications during Major Incidents, providing timely and clear updates to Department and Sub-Division heads.

Qualifications

• Undergraduate degree or equivalent experience and training.
• Strong understanding of business processes and systems.
• Proven experience with ITIL practices (Incident, Request, Change, Problem Management).
• Track record of providing incident management services in a service organization.
• Experience managing a front-line client-facing trading floor.

How We Work

Vanguard has adopted a hybrid working model to combine flexibility with in-person collaboration, supporting our mission-driven, collaborative culture that enhances client outcomes and employee experience.

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