Senior Manager Production Services

Fidelity International; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading investment solutions firm in the City Of London is seeking a technology support leader to oversee first-line support for traders and other investment professionals. This role emphasizes building relationships, optimizing processes toward SRE principles, and managing a team providing essential services across Europe. Ideal candidates will have a strong background in IT support, excellent communication skills, and experience in trading environments. A commitment to continuous improvement and collaboration are key to thriving in this role.

Benefits

Flexible workplace

Inclusive culture

Career development opportunities

Qualifications

• Experience managing first-line support teams in a trading environment.
• Hands-on experience supporting electronic trading platforms.
• Working knowledge of the FIX protocol.

Responsibilities

• Build strong relationships with business and technology stakeholders.
• Lead incident triage and management to ensure timely resolution.
• Drive process optimization towards Site Reliability Engineering principles.

Skills

First-line support team management

SQL proficiency

Strong communication skills

Analytical and problem-solving skills

Education

Degree-level qualification or equivalent experience

Tools

Charles River IMS

Oracle

Job description

This role sits at the heart of front‑office support within the Investment Solutions & Services Production Services team, providing comprehensive and high‑quality technology support to traders, portfolio services, transaction management services, and investment compliance users across Europe. As a hands‑on leader, you will oversee first‑line support and service delivery, ensuring issues are managed effectively, proactively, and with minimal disruption to the business.

A key focus of the role is driving operational maturity by streamlining processes, reducing manual toil, and shaping the team's evolution toward Site Reliability Engineering (SRE) principles. You will empower the team to anticipate and meet future support requirements in a dynamic and rapidly evolving business environment, while collaborating closely with global counterparts in Hong Kong and Toronto to maintain consistent standards and service levels worldwide.

Success in this role requires building strong, trusted relationships with senior stakeholders across the business, operations, and technology. You will work in partnership with internal and external teams—including application support, infrastructure, and delivery functions—to provide a unified, seamless, and transparent support experience for end users.

You will role‑model FIL values by demonstrating a commitment to quality, stability, and continuous improvement, while embracing new challenges with enthusiasm. As a people leader, you will foster a "one global team" culture, promoting collaboration, knowledge‑sharing, and a supportive environment that enables the team to thrive.

Key Responsibilities

Leadership & Stakeholder Engagement

• Build and maintain strong, collaborative relationships with key business and technology stakeholders across trading, portfolio services, transaction management, and investment compliance.
• Act as a trusted partner to senior stakeholders, ensuring support priorities align with business outcomes and strategic direction.
• Provide local line management for the team of UK trade‑desk support analysts, including performance management, coaching, mentoring, and career development. Drive team engagement through clear communication, regular feedback, and a supportive environment where individuals feel valued and empowered.
• Foster a cohesive "one global team" culture by engaging with counterparts in Hong Kong, Toronto, India and other regions, ensuring seamless follow‑the‑sun support and consistent service delivery.

Service Delivery & Incident Management

• Lead the team's core support responsibilities, including incident triage, subida‑cause analysis, resolution and problem management, ensuring timely and effective business communication throughout.
• Own issues end‑to‑end, coordinating with internal technology teams and third‑party vendors to drive rapid and durable resolution.
• Coordinate cross‑discipline teams during major incidents and production outages, ensuring effective escalation, communication and post‑incident remediation.
• Ensure SLAs/SLOs are defined, monitored and achieved; proactively address service gaps and embed lessons learned into continuous improvement initiatives.

Operational Excellence & SRE‑Aligned Practices

• Drive process optimisation, automation and reduction of manual toil, supporting the transition toward SRE principles and sustainable production operations.
• Establish, refine and embed support processes that enhance platform stability, resilience and observability.
• Conduct proactive platform monitoring and data analysis to identify trends, emerging risks and opportunities for improvement.

Knowledge Management & Capability Building

• Build and maintain strong business domain, trading workflow and application knowledge across the team.
• Develop structured knowledge management practices, including documentation, training programmes and onboarding curricula.
• Provide end‑user training to enhance adoption, reduce recurring issues and improve overall support experience.

Environment, Access & Change Support

• Support application testing environments, including coordination for new releases, maintenance fixes and validation cycles.
• Partner with IT Security to manage access controls, onboarding requirements and adherence to standard access definitions.
• Estimate, plan and deliver small support‑related projects on time and within budget.
• Support business continuity planning, documentation and periodic validation exercises.
• Collaborate with desktop support, infrastructure and middleware teams to troubleshoot cross‑platform issues efficiently and minimise disruption to the business.

Experience Requirements

• Experience managing first‑line support teams within a front‑office trading environment.
• Strong functional understanding of Equity, Fixed Income and Multi‑Asset businesses, including trading workflows, compliance processes and common securities/instruments.
• Hands‑on experience supporting order management systems, electronic trading platforms and matching venues; experience with Charles River IMS is preferred.
• Strong SQL and relational database skills (Oracle preferred), including ad‑hoc data analysis, investigation and reporting.
• Working knowledge of the FIX protocol with the ability to interpret FIX messages used in electronic trading.
• Familiarity with networks, infrastructure, middleware and security administration concepts.

Service Management & Operational Capability

• Extensive production support experience with a solid understanding of what is required to maintain stability, operability and resilience in complex environments.
• Proven ability to coordinate multiple technology teams during crisis situations and drive issues through to resolution.
• Experience applying ITIL or კანდ ISO 20000 frameworks in an operational support environment.
• Demonstrable experience identifying risks associated with change and implementing appropriate mitigation strategies.

Leadership & Behavioural Skills

• Track record of building effective relationships with diverse, global stakeholders across business and technology functions.
• Strong communication skills, with the ability to convey complex information clearly to both technical and non‑technical audiences.
• Highly motivated, self‑driven and committed to delivering exceptional service quality.
• Ability to remain calm and effective under pressure, managing multiple priorities and escalating appropriately when required.
• Strong analytical and problem‑solving skills, with the ability to approach complex issues in a structured manner.
• Proven ability to quickly learn new applications, tools and technologies.
• Experience documenting procedures and delivering training to technical and business users.
• Demonstrated discretion when handling confidential or sensitive information.

Additional Skills

• Familiarity with agile delivery & DevOps practices.
• Degree‑level qualification or equivalent professional experience.

About Fidelity International

We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together – and supporting each other – all over the world. So, join our team and feel like you're part of something bigger.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability‑friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

The Technology function provides IT services to the Fidelity International business, globally. These include the development and support of business applications that underpin our revenue, operational, compliance, finance, legal, marketing and customer service functions. The broader organisation incorporates Infrastructure services that the firm relies on to operate on a day‑to‑day basis including data centre, networks, proximity services, security, voice, incident management and remediation.

The ISS Technology group is responsible for providing Technology solutions to the Investment Solutions & Services (ISS) business (which covers Settings Investment Management, Asset Management Operations & Distribution business units globally). The ISS Technology team supports and enhances existing applications as well as designs, builds and procures new solutions to meet requirements and enable the evolving business strategy.