Lead Service Operations Manager

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.

Lead Service Operations Manager

London

Level 2

Head of Service Operations and Support

Technology – Service Operations and Support

13

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 data centre 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.

• 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.

• 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…