EMEA Global Operations Leader - Client & Production Support

State Street; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

State Street is seeking a seasoned Global Operations Manager to lead an expanding GOC team supporting Charles River IMS deployments. You will drive service improvements, manage client issues, and mentor staff while delivering reliable production operations.

In this role you will coordinate with CRD and State Street partners, oversee escalation procedures, monitor performance, and ensure adherence to defined processes. Strong leadership, communication, and hands-on problem solving are essential.

Qualifications

• Bachelor's degree preferred.
• 7+ years overall experience.
• 3+ years managing and supporting mission critical production software applications.
• 3+ years in a management/leadership role.
• 2+ years of database software or IT technical experience.
• Experience with servers and networks is preferred.
• Knowledge of databases, server OS, servers, networks, job scheduling software, and system monitoring.

Responsibilities

• Identify opportunities to improve the service and delivery model and work with staff, peers, and management to improve and enhance the services.
• Act as an Escalation point for GOC Team members on client or internal operational issues.
• Support and enhance Clients' ROI from CR IMS.
• Support and facilitate Charles River's business objectives.
• Escalate issues to Senior Management using sound judgement.
• Troubleshooting and issue resolution.
• Hands-on management of key clients.
• Monitoring of queue to ensure accuracy, completeness, timely, and proper progress.
• Mentoring junior team members through issues and major processes.
• Oversight of issue resolution and support for team members.
• Daily operational monitoring, support and resolution for regional Clients as well as other Clients as part of the global team and follow-the-sun support model.
• Accountable for ensuring defined processes are followed.
• Issues identification in existing processes.
• Occasional off hours / weekend support.
• Service Partner communications and coordination.
• Clear and accountable reporting to Senior Management.
• Manage team to provide reliable mission critical software-based operations and support.
• Provide day-to-day performance management and support for subordinates.
• Work with CRD colleagues to smoothly transition new Clients to production operation through the onboarding process.
• Work with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.

Skills

Leadership

Staff management

Customer service

Project management

Communication

Escalation handling

Mentoring

Problem solving

RDBMS knowledge

Education

Bachelor's degree preferred

Tools

RDBMS

Windows

ETL

MQ

T-SQL

Web Services

Web Admin

Job description

State Street is seeking a seasoned Global Operations Manager to lead an expanding GOC team supporting Charles River IMS deployments. You will drive service improvements, manage client issues, and mentor staff while delivering reliable production operations.

In this role you will coordinate with CRD and State Street partners, oversee escalation procedures, monitor performance, and ensure adherence to defined processes. Strong leadership, communication, and hands-on problem solving are essential.