Lead Service Operations Manager

Sept 2017 Branding; City Of London; On-site; GBP 90,000 - 130,000; Full time

Job summary

CLS seeks a Lead Service Operations Manager in London to lead global infrastructure and EUC support teams. You will ensure 24/7 service excellence, manage offshore vendors, and drive improvements across incident and change management.

Reporting to Head of Service Operations and Support, you will coordinate project onboarding, maintain KPI targets, and collaborate with business and tech managers to meet timelines and standards.

Qualifications

• Experience leading global infrastructure and desktop support teams.
• Strong technical knowledge of Windows/Linux server environments, virtualization, cloud (AWS, O365), VDI, and storage.
• Ability to plan changes with minimal disruption to services.
• Experience in disaster recovery testing and failovers.
• Strong cross-training and knowledge-sharing capabilities.
• Excellent documentation and reporting skills for technical and business audiences.
• Proficient in ITIL-based incident, problem, change and request management.
• Vendor management of managed services and performance reviews.
• Experience in regulated financial services environments.

Responsibilities

• Oversee global infrastructure and EUC support teams to deliver consistent, high-quality service.
• Ensure incidents, problems and service requests meet SLAs and KPIs with on-call escalation.
• Manage offshore Helpdesk and Desktop support vendors and their performance.
• Coordinate project resourcing for Service Operations without impacting BAU.
• Define and implement standards, procedures, and continual service improvement.
• Prepare performance reports and KRIs to drive service quality.

Skills

Infrastructure management

ITIL framework

Vendor management

Disaster recovery planning

Windows/Linux servers

Cloud infrastructure

VDI & storage

Cross-location leadership

Tools

Monitoring tools

Backup systems

Unified Communications

Job description

CLS helps clients navigate the changing FX marketplace – reducing risk and creating efficiencies. Our extensive network and deep market intelligence enable CLS specialists to lead the development of standardized solutions to real market problems. Our innovative, forward-looking products make the trading process faster, easier, safer

and more cost-effective – empowering our clients’ success.

Functional title

Lead Service Operations Manager

Location

London

Corporate title

Level 2

Report to

Head of Service Operations and Support

Department

Technology – Service Operations and Support

No. of direct reports

13

Job purpose

Reporting into the Head of Service Operations and Support, the Lead Service Support Manager is primarily responsible for managing the global infrastructure support team and End User Computing (EUC) support services teams.

The role is responsible for ensuring a consistent and high-quality level of support is delivered for all on-premise datacentre and cloud hosted infrastructure services. The role is also responsible for leading the 24/7 global Service Support function comprising of the offshore Helpdesk managed service, Desktop support teams and IT Administrative support staff located the CLS UK, US and Asia offices.

This role acts as an escalation point and takes ownership of all infrastructure and EUC support issues and ensures the function is meeting and exceeding KPIs and agreed business SLAs and performance targets.

The role will be required to work closely with the Head of Service Operations and Support to plan and co-ordinate resources for project and new service on-boarding activities. The role will also be required to work closely with business and technology project managers to ensure that all project deliverables are met to an agreed timescale and standard.

Experience

• Must have strong experience managing and leading infrastructure and desktop technical support teams, across multiple geographical locations.
• Must have strong technical understanding of supporting and delivering key infrastructure services including enterprise Windows and Linux server environments, virtual infrastructure, cloud infrastructure (e.g. AWS, O365), VDI, enterprise messaging environments, document management systems, enterprise backup systems, enterprise monitoring, enterprise anti-virus solutions, enterprise system management tools, Unified Communications and storage.
• Ability to plan, resource and direct the execution of technical changes without unexpected disruption to the service.
• Strong experience of planning and conducting disaster recovery failovers of IT systems.
• Strong experience of providing cross training on technologies and operational processes. Ability to assess / identify knowledge gaps across technical teams and implement required training plans.
• Ability to collaborate effectively with others to drive forward the key objectives of the team and the wider CLS corporate goals.
• Strong documentation and report writing skills (to both technical and business audiences).
• Have excellent time management and organisational skills.
• Knowledge of ITIL framework (Incident, Problem, Change and Request processes).
• Strong vendor management experience for providing managed support services (storage support, Helpdesk)
• Solid understanding of monitoring and managing key service KPIs/SLAs and delivering a world class end user service
• Experience of working in a regulated financial services / banking organisation.

Operational

• For the Service Operations function - ensure that the service is prioritised and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place. Provide on-call escalation support management.
• Responsible for the day to day vendor management of the offshore Helpdesk managed service.
• Manage project resourcing allocation for the Service Operations teams while ensuring there is no impact on the BAU service.
• Define and implement standards and procedures to adhere to current best practice and support continual service improvement.
• Interface with and manage a wide variety of 3 rd party vendors. Manage closely 3 rd Party IT support vendors through regular service review meetings.
• Ensure vulnerability/patch management processes are adhered to as per security standards and requirements. Report on patch compliance.
• Maintain and manage datacenter operations including hardware lifecycle management. Perform EOS/EOL reviews and manage BAU or project upgrades to a maintain support position.
• Ensure the creation, maintaining and reviewing of operational process and support documentation through the support teams.
• Identify and manage operational risks ensure corrective action plans are completed to agreed dates. Represent Service Operations for audit field work.
• Responsible for ensuring IT Service Operations team’s representation at CAB \ ECAB and daily stand-up operational meetings. Ensure the CLS Change process is adopted and followed appropriately by the IT Service Operations teams.
• Participate and contribute in IT audits. Ensure any findings for the IT Service Operations teams are addressed to agreed timescales.
• Responsible for ensuring and execution of the disaster recovery (DR) for the IT Service Operations Teams. Manage the teams in quarterly DR tests and ensure any findings are addressed.
• Review new service design governance documentation to ensure Service Operations requirements are met in the solution and the project.
• Performance Reporting - Ensures that effective KRIs are defined, measured and reported which enable service performance to be improved.

Strategic

• Develop existing and new IT process and procedures to enhance service transition and service operation lifecycle stages. Ensure the adoption of new processes and procedures within the support teams.
• Ensure CLS internal systems are managed to the highest standard by following industry best practice.
• Drive forward the transition of new IT services into support, ensuring the IT Service Operations team’s service acceptance criteria is met.
• Develop IT Service Operations functional and non-functional requirements for on-boarding of new IT services.
• Demonstrate self-starter capabilities identifying areas of improvement and taking action in order to address.
• Assist in the construction and support of appropriate Operational and Service Level Agreements between IT Service Operations and its customers.
• Through Service Improvement Plans develop the quality of service provide by 3rd party service support vendors.
• Produce training plans for the IT Service Operations teams to ensure the required knowledge levels are managed across the support teams.
• Work with the Head of IT Service Operations to forecast and manage budget needs for the function.
• Work with IT Service Operations management team to review and develop the strategic direction of the overall function in terms of technology, people, skills and business demands.

Leadership

• Promote the importance of service delivery with supporting the existing service catalogue as a priority. Promote Service Operations as a business enabler through the co-operative working with all CLS teams to meet CLS goals.
• Build and enhance customer relationships with the business owners for services the function is responsible for supporting.
• Direct, develop and mentor the Lead roles within the team to build on their individual management and leadership skills.
• Maintain and develop suitable technical skills to support the organisations infrastructure and desktop technology stack
• Through example and behaviour, strive to provide leadership to other team members ensuring a level of excellence is achieved in delivering the service, and adherence to policies and procedures
• Promote clear role expectations and the pursuit of excellence from all members of the team.
• Set and manage the objectives for the Service Operations staff. Conduct performance appraisal reviews for direct reports.

Success Factors

• Be able to demonstrate strong management and leadership qualities.
• Possess a strong service-oriented mind set who can consistently deliver a high level of service to the business.
• Strong team working skills, both as a contributor and facilitator.
• Have the ability to influence decisions.
• Ability to communicate complex technical issues to different levels of management
• Proactive individual who can take the lead in engaging with the business stakeholders
• Self-motivated to exceed management expectations and objectives.
• Demonstrate strong technical, analytical and problem-solving skills.
• Able to manage their time effectively and prioritise their own and their team’s workload in order to meet changing demands from the business.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.

Qualifications / certifications

§ Prior IT operational support experience across business-critical Production infrastructure services on-premise and cloud hosted.

§ Experience of delivering and managing End User Computing support services

.